Description
ITIL (Information Technology Infrastructure Library) is a framework designed to standardize the selection, planning, delivery, maintenance and overall lifecycle of IT services within a business.
Course ContentÂ
1- IntroductionÂ
- What is ITIL?
- Why ITIL?
- Brief History
- Benefits
- Why ITIL is so successful?
- Characteristics
2- Basic Principles
- What is a Best Practice?
- What is a Framework?
- What are Guidelines?
3- Introduction to Service Management
- What is Service Management?
- Why do we need Service Management?
- How Service Management is different in ITIL 4?
- What is a Service?
- Who are Stakeholders?
- Service Relationship Management Model
- Types of Service Offerings
- Utility & Warranty
4- ITIL Practices
- What is a Practice?
- Introduction to ITIL Practices
- Continual Improvement
- Change Control
- Incident Management
- Problem Management
- Service Request Management
- Service Desk
- Service Level Management
5- Relationship Management
- Supplier Management
- IT Asset Management
- Service Configuration Management
- Monitoring & Event Management
- Information Security Management
- Release Management
- Deployment Management
6- Four Dimensions of Service Management
- Organization & People
- Information & Technology
- Partners & Suppliers
- Value Stream & Processes
- PESTLE
7- Guiding Principles
- Introduction to Guiding Principles
- Seven Guiding Principles
8- Continual Improvement
- What is Continual Improvement?
- Why do we need Continual Improvement?
- Continual Improvement Model
- Continual Improvement Register
- Stakeholders in Continual Improvement
9- Governance
- What is Governance?
- Why do we need Governance?
10- Service Value System (SVS)
- Introduction to Service Value System (SVS)
- Components of Service Value System
11- Service Value Chain (SVC)
- Introduction to Service Value Chain
- Service Value Chain Activities
- How SVC encourages flexibility
- Inputs & Outputs of SVC activities
- Heat Maps
Please Visit ITIL Official Site:
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