Certifications > ITIL Service Management > ITIL Service Management Essentials (Foundations)
ITIL Service Management Essentials v3 (Foundations)
ITIL Service Management Essentials v3 (Foundations) 3-Day
The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT service management in the world. ITIL is a best practice framework that has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM).
Service Management Essentials is intended to introduce students to the essential concepts associated with the IT Infrastructure Library (ITIL) and prepare students to take the (optional) ITIL Foundations Certification Exam. ITIL provides comprehensive guides and interrelated codes of practice in achieving the efficient support and delivery of high quality, cost effective IT services. The ITIL Foundations Examination tests the candidate for an essential level of understanding of ITIL concepts.
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Intended Audience
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Those who want to achieve ITIL v3 Foundation Certification. General IT knowledge is assumed.
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Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
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IT professionals that are working within an organization that has adopted and adapted ITIL who
need to be informed about and thereafter contribute to an ongoing service improvement program. - Business managers
- Business process owners.
ITIL Benefits for Individuals
Candidates can expect to gain knowledge and understanding in the following upon successful
completion of the education and examination components related to this certification.
- Service Management as a practice (Comprehension)
- Service Lifecycle (Comprehension)
- Key Principles and Models (Comprehension)
- Generic Concepts (Awareness)
- Selected Processes (Awareness)
- Selected Roles (Awareness)
- Selected Functions (Awareness)
- Technology and Architecture (Awareness)
- ITIL Qualification scheme (Awareness)
Duration
- 3 days, Instructor-led classroom training (8:30am to 5:00pm)
CTCLC Special Discounts
ITIL ITIL Service Management Essentials v3 (Foundations) $1,995.00
For More Information About ITIL Service Management Essentials v3 (Foundations) Certification or to Register for Courses Contact Us
EMail: Sales@ctclc.com
Phone: (219) 764-3800
Course Outline
Lesson 1: Introduction to Service Management and ITIL Introduce IT Service Management
- Introduce IT Service Management
- Introduce ITIL Infrastructure Library publications
- Introduce ITIL Industry
Lesson 2: ITIL Concepts and Terminology Service management
Service management
- Introduction to IT Service Management
- ITIL introduction
- Continuous improvement
Service desk
- Handling calls
- Service desk options
- Front-office versus back-office
Lesson 3: ITIL Concepts and Terminology Incident management
Incident management
- The difference between incidents, problems and known errors
- Incident control process
- Classification, prioritization and escalation
Problem management
- Problems and known errors
- The problems control and error control processes
- Reactive and proactive problem management
Configuration management
- Providing information on the IT Infrastructure
- Configuration items
- Configuration management database
Lesson 4: ITIL Concepts and Terminology Change management
Change management
- Change management process
- Approving and scheduling changes
- Change advisory board
- Emergency changes
Release management
- Release and distribution process
- Release policies and types
- Definitive software library
Capacity management
- Capacity database
- Demand and workload management
- Resource and performance management
- Capacity planning
Lesson 5: ITIL Concepts and Terminology Availability management
Availability management
- Reliability and maintainability
- Resilience and serviceability
- Calculating availability
IT service continuity management
- Risk analysis
- Planning for potential disasters
- Testing and executing continuity plans
ITIL Program Summary
ITIL Foundation Exam preparation
Take the ITIL foundations certification exam
Certification Path
Required Exam(s) |
Recommended Training |
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ITILF |
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For More Information About ITIL Service Management Essentials v3 (Foundations) Certification or to Register for Courses Contact Us
EMail: Sales@ctclc.com
Phone: (219) 764-3800