ITIL ITSM 2011 Foundation Certification
DESCRIPTION
This hands on, instructor led, ITIL Foundation certification training program introduces the student to the fundamentals of IT Service Management. ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations. Since early 1990, ITIL has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. Delivered over three days the course features lectures, discussion, team exercises and quizzes.
This ITIL Certification course qualifies for 24 PMI PDUs. All PMP credential holders will need to earn 60 PDUs per three-year cycle.
TARGET AUDIENCE
- Anyone involved in the IT service profession including IT leadership, key business managers, network operations, business process analysts, business analysts, IT consultants, project managers, systems integrators, help desk managers and analysts, managed service providers, application developers, and solution providers and sales staff.
OBJECTIVES
At the end of the course, students will be able to:
- 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
- Service Portfolio Management
- Financial Management for IT Services
- Demand Management
- Design Coordination
- Service Catalog Management
- Service Level Management
- Availability Management
- Capacity Management
- Service Continuity Management
- Information Security Management
- Supplier Management
- Transition Planning & Support
- Change Management
- Service Asset & Configuration Management
- Release & Deployment Management
- Knowledge Management
- 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 approach
- Understand the main role of measurement for continual service improvement and explain the following key elements
- Relationship between critical success factors & key performance indicators
- Baselines
- Types of metrics (technology metrics, process metrics, service metrics)
- The service desk function
- The technical management function
- The application management function with application development
- The IT operations management function
- Process owner
- Process manager
- Process practitioner
- Service owner
- RACI Model
- Service automation assists and integrating service management processes
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