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Working with world-class partners, our training blends technical know-how with a quality knowledge base, and empowers you with complete control over the learning process. 

We have recreated the classroom experience for students who are not able to fit a class schedule into their busy lifestyle and provided the finest instructor-led lectures which deliver quality learning, so you can learn what you want, where and when you want!

ITIL Orientation Training Revision 1.6

ITIL  Orientation Training  Revision 1.6
Product Code: PN-ITIL-O1.6
Availability: In Stock
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ITIL® provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.

This course is an effective way to introduce the concepts, relationships and benefits of IT Service Management to IT executives and staff that may not play an active role in the program but need to understand the value it brings to the enterprise.  12 Months Online Access, Featuring OnDemand Instructor-Led Classroom Sessions with Full Audio and Video Lectures. Schedule our instructor led classroom training at your convenience.

COURSE CONTENT


Course Introduction

Chapter 01 - ITIL’s Lifecycle Approach to IT Service Management

Lesson: Introduction to IT Service Management - The Continual Improvement of IT Services

IT’s Total Cost of Ownership (TCO)
ITSM's Value to the Business
IT Service Management (ITSM)
Critical Success Factors (CSF)
Need to Know ITSM Concepts
IT Service Provider Model
IT Service Provider Domain Map
IT Governance - Control Framework
IT Service Lifecycle Management - Management Framework
IT Resource Management – Program/Project Methods
IT Quality Management – Six Sigma Methods
IT Security Management – ISO/IEC Security Standards
IT Service Provider Capability Model
The Service Provider Model Deployed
Good Practice
IT Service Management
Service
Function – Process - Role

Lesson: Introduction to ITIL - Guidance for the Planning, Design, Transition, Operation and Continual Improvement of IT Services

ITIL History
ITIL Description
IT Service Management Lifecycle
The IT Service Management Lifecycle
Managing Services with ITIL

Lesson: Service Strategy - Service Value Planned

The Service Lifecycle
Managing across the Lifecycle
Purpose, Goals & Objectives of Service Strategy
Scope of Service Strategy
Value of Service Strategy
Service Strategy Processes
Service Strategy – Principles
Value Creation
Utility & Warranty
Capabilities & Resources
Service Provider Types
Service Portfolio
Service Portfolio Management

Lesson: Service Transition - Service Value Implemented

The Service Lifecycle
Managing across the Lifecycle
The Service Transition Model
Purpose, Goals & Objectives of Service Transition
Scope of Service Transition
 

Value of Service Transition
Principles of Service Transition

Lesson: Service Operation - Service Value Delivered & Supported

The Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals & Objectives of Service Operation
Scope of Service Operation
Value of Service Operation
Fundamentals of Service Operation
The Principle of Service Operation
Service Operation Technology Domains

Lesson: Continual Service Improvement - Sustaining Service Value

The Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals & Objectives of CSI
Scope of CSI
Value of CSI
Principles of CSI
CSI Approach
Business Questions for CSI
CSI & Organizational Change
Ownership
CSI Register
Knowledge Management
PDCA & Continual Improvement
Service Measurement
Governance
Frameworks, Models & Quality Systems
Drivers
7-Step Improvement Process

Lesson: ITIL 2011 Orientation Summary

Chapter Review

Course Closure

 

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