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ITIL ITSM 2011 Foundation Certification

Course Objectives

Explain all ITIL® process components, including goals, key terms, responsibilities, relationships, costs and benefits, and keys to success
Prepare themselves to pass the ITIL® Foundation exam
Leverage ITIL® concepts and practices in their daily work

Course Outline

Service Strategy
Service Portfolio Management
Financial Management for IT Services
Demand Management
Service Design
Design Coordination
Service Catalog Management
Service Level Management
Availability Management
Capacity Management
Service Continuity Management
Information Security Management
Supplier Management
Service Transition
Transition Planning & Support
Change Management
Service Asset & Configuration Management
Release & Deployment Management
Knowledge Management
Service Operations
Service Desk Function
Technical Management Function
Application Management Function
IT Operation Management
Event Management
Incident Management
Problem Management
Request Fulfillment
Access Management
Continual service improvement
Continual service improvement approach
Understand the role of measurement for continual service improvement and explain the following key elements
Relationship between critical success factors (CSF) and key performance indicators (KPI)
Baselines
Types of metrics (technology metrics, process metrics, service metrics)
Functions
The service desk function
The technical management function
The application management function with application development
The IT operations management function
Roles
Process owner
Process manager
Process practitioner
Service owner
RACI Model
Technology and architecture
Service automation assists and integrating service management processes

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