ITIL® is a globally recognized IT Service Management approach. The ITIL® framework has helped organizations to effectively use IT as a tool to enable impactful business transformation. ITIL® 2011 is the latest version and professionals who aim to demonstrate their understanding in the ITIL® best practices, start with the Foundation level.
Course Contents
- ITIL v2011 Foundation course overview
- Objectives
- General Introduction
- Introduction to ITSM
- Introduction to Service Management 1
- Introduction to Service Management 2
- Introduction to Service Management Principles
- Service Strategy
- Introduction to Service Strategy
- Service Strategy Concept
- Service Strategy Concept Values
- Service Design
- Introduction to Service Design
- Service Design Key Concept
- Service Design Processes
- Service Transition
- Introduction to Service Transition
- Service Transition Processes
- Service Operation
- Introduction to Service Operation
- Event Management
- Incident Management
- Continual Service Improvement
- Introduction to Continual Service Improvement
Target Audience
Candidates who have:
- Candidates who require a basic understanding of the ITIL® framework
- Candidates who need understanding of how ITIL® can be used to enhance the quality of IT service management within an organization
- IT professionals or others working within an organization that has adopted and adapted ITIL® who need to be informed about, or contribute to an ongoing service improvement programme
- Introduction to Continual Service Improvement