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ITIL Foundations Training
Training Duration:
3 days
Training Outline:
ITIL is the most widely adopted approach for IT Service Management in the world. These guidelines provide a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services for a business. ITIL version 3 (v3) has undergone a major refresh compared with its predecessor, version 2 (v2). It allows users to take IT Management even further through a new “Service Lifecycle” approach and by learning more comprehensive best practices. These practices enable organizations to deliver appropriate IT services and continually ensure business goals are being met.
The new ITIL “Service Lifecycle” approach includes the following phases:
- Service Strategy: Understanding who IT customers are, the service offerings that are required to meet the customers’ needs, the IT capabilities and resources that are required to develop these offerings, and the requirements for successful service execution
- Service Design: Assures that IT services are designed effectively to meet customer expectations and reviews the processes required to manage IT services
- Service Transition: Addresses managing changes, controlling assets and configuration items (underlying components like hardware, software, and others) associated with new and updated IT systems, IT service validation, and testing and transition planning to assure that users, support personnel, and the production environment are prepared for an IT release
- Service Operation: Includes managing disruptions to IT services through rapid restoration of incidents, determining the root cause of problems, detecting trends associated with recurring issues, handling daily routine end-user requests, and managing service access
- Continual Service Improvement (CSI): Offers a mechanism for IT to measure and improve service levels, technology, and the efficiency and effectiveness of processes used in the overall management of IT services
Who should attend:
ITIL v3 Foundations should be attended by anyone interested in the ITIL Service Life Cycle or who may be implementing this tool as part of their current or future Service Management strategy.
Prerequisites:
Familiarity with IT Service Management is helpful.
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