ITIL V3 FOUNDATION

At SGL, our ITIL training has become one of main areas of strength. Our trainers are speciaslised consultants who have comtributed to The suicccessful alignment of IT operations with business principles across many sectors.

ITIL V3 Foundation

Course Description
At SGL, our ITIL training has become one of main areas of strength. Our trainers are speciaslised consultants who have comtributed to The suicccessful alignment of IT operations with business principles across many sectors.

 

This a  3 day hands-on 2011 Foundation course training program which introduces participants to the fundamentals of IT Service Management as described in version 3 of the IT Infrastructure Library.

 

This course helps participants prepare for the certification exam along with acquiring  practical knowldege from our certified  instructors with extensive practical experience in managing IT organizations and deploying successful ITIL-based Service Management programs.

 

Who Should Attend
Senior IT and business executives, IT management and staff, consultants, project managers and others interested in learning about IT Service Management.

Course Outline

 Service Management Defined

 

  • IT services and what they really do
  • How IT services deliver value to customers
  • Value and importance of IT service management

 ITIL Introduction

  • Good practices
  • Ease ITIL adoption
  • ITIL qualification scheme, bodies, and certifications

Service Strategy

  • Design, develop, and implement service management
  • Service management as a strategic asset
  • Setting objectives and expectations
  • Identify and select prioritization opportunities

Service Design

  • Design and develop services
  • Develop processes
  • Design principles and methods
  • Convert strategy into services

Service Transition

  • Develop and improve capabilities
  • Improved methods for transitioning new and changed services into operation
  • Manage the complexity related to changes
  • Prevent undesired results while enabling innovation

Service Operation

  • Effectively and efficiently deliver support services
  • Ensure value to customer and service provider
  • Maintain stability while allowing for change
  • Organize to improve IT support to customers

Continual Service Improvement

  • Create and maintain value for customers
  • Importance of better design, introduction, and operation of services
  • Improving service quality, business continuity, and IT efficiency

 

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