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ITIL Training

1. Title

Certified ITIL® Foundations: Mastering IT Service Management (ITILF, 4 days) - View PDF

2. Course Description

Processes are the cornerstone of IT service management. In the service management world, process definitions and their associated best practices are more often defined in relationship to ITIL®: The Information Technology Infrastructure Library®. This accredited CTES Certified course provides a solid introduction to the theory and practice of IT service management according to ITIL®. Beginning with key terms such as incident, problem, service and process, this unique course guides participants through the numerous processes and functions that make up ITIL®. From incident management to service level management, every process and function is discussed in relation to its real-world applications and its formal definition. Most importantly, our ITIL® course is not one long memorization session. We take a practical and hands-on approach to ITIL® training because we know how important these processes are to the success of your organization. Come pass your accredited certification exam with CTES training while you learn how ITIL® can help your organization become more efficient and more productive. This course prepares the student for the ITIL® Foundation Certificate and will provide the student with 22 contact hours of professional training. All participants will be provided with sample exams and the official ITIL® Foundation exam syllabi. All the information presented in this course is in line with the 5 core ITIL® publications as published by the TSO. The CTES Training ITIL® Foundation course have a maximum class size of 12 and ends with a comprehensive overview of the course and an official certification exam. ITIL® and Information Technology Infrastructure Library® are registered trademarks of the Cabinet Office.

3. Course Pre-requisites

Some service delivery or service management experience

4. Target Audience

IT professionals who want to learn about service management.

5. Outline

Module 1: ITIL Introduction

Topic 1: Why is ITIL important?

Topic 2: The History of ITIL

Topic 3: What has changed since ITIL v2?

Topic 4: Components of ITIL

Topic 5: ISO/IEC 20000

Topic 6: Essential Concepts

Topic 7: An Integrated View of ITIL

Module 2: IT Service Management

Topic 1: Overview

Topic 2: Setting the Context

Topic 3: What is a Service?

Topic 4: What is Service Management?

Topic 5: Processes, Functions and Roles

Topic 6: The Role of Service Automation

Topic 7: People, Process, Products, and Partners

Module 3: The Service Lifecycle

Topic 1: Overview

Topic 2: Service Strategy

Topic 3: Service Design

Topic 4: Service Transition

Topic 5: Service Operation

Topic 6: Continual Service Improvement

Module 4: Functions

Topic 1: The Service Desk

Topic 2: Technical Management

Topic 3: IT Operations Management

Topic 4: Applications Management

Module 5: Service Strategy: What is Value?

Topic 1: Definition of Service Strategy

Topic 2: Service Strategy Principles

Topic 3: Service Strategy Fundamentals

Topic 4: Demand Management

Topic 5: Financial Management

Topic 6: Service Portfolio and Service Catalogues

Module 6: Service Design: The Path to Value

Topic 1: The Design Phase from A to Z

Topic 2: Service Sourcing Strategies

Topic 3: Roles and Responsibilities

Topic 4: Service Catalogue Management

Topic 5: Service Level Management

Topic 6: Capacity Management

Topic 7: Availability Management

Topic 8: IT Service Continuity Management

Topic 9: Information Security Management

Topic 10: Supplier Management

Module 7: Service Transition: Building Value

Topic 1: Transition Planning and Support

Topic 2: Change Management

Topic 3: Service Asset and Configuration Management

Topic 4: Release and Deployment Management

Topic 5: Service Validation and Testing

Topic 6: Evaluation

Topic 7: Knowledge Management

Module 8: Service Operation: Realizing Value

Topic 1: The Role of Service Operation

Topic 2: Processes

Topic 3: Event Management

Topic 4: Incident Management

Topic 5: Request Fulfillment

Topic 6: Problem Management

Topic 7: Access Management

Topic 8: IT Operations Management

Module 9: Continual Service Improvement

Topic 1: The Continual Service Improvement Model

Topic 2: The CSI Improvement Process

Topic 3: The P-D-C-A Cycle

Topic 4: The 7-Step Improvement Process

Topic 5: Implementing CSI

Topic 6: Critical Success Factors

Module 10: Putting it All Together

Topic 1: In this final section, participants will participate in a real world re-enactment of the ITIL lifecycle.

Module 11: Preparing for the Exam

Topic 1: Going in to the Exam: Mental Preparation

Topic 2: Computer Based Testing Strategies

Topic 3: Monitoring Yourself

Topic 4: Key Exam Targets

Topic 5: Remembering the Big Picture of ITIL

CTES-SETC Small Group and Needs Specific Training starting at $350.00/day

Date and Price
Jul 22 to Jul 25, 2013$995.00 Aug 19 to Aug 22, 2013$995.00 Sep 3 to Sep 6, 2013$995.00 Oct 15 to Oct 18, 2013$995.00 Nov 12 to Nov 15, 2013$995.00 Dec 16 to Dec 19, 2013$995.00 Jan 28 to Jan 31, 2014$995.00 Feb 17 to Feb 20, 2014$995.00 Mar 25 to Mar 28, 2014$995.00 1-2 People for Guaranteed Delivery $995.00

ITIL Training

1. Title

2. Course Description

3. Course Pre-requisites

4. Target Audience

5. Outline

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