ITIL Online Training

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ITIL Online Training


 (4.9) | 750 Ratings


Introduction


ITIL Online Training Details
Track Regular Track Weekend Track Fast Track
Course Duration 30 Hrs 8 Weekends 5 Days
Hours 1hr/day 2 Hours a day 6 Hours a day
Training Mode Online Classroom Online Classroom Online Classroom
Delivery Instructor Led-Live Instructor Led-Live Instructor Led-Live


Course Curriculum

Module 1 – What is an ITIL & ITSM?

  • Introduction to ITSM and ITIL
  • Service management Approach
  • Objectives of IT service Management
  • ITIL A process oriented approach to ITSM
  • What is a Best Practice?
  • ITIL Background
  • Outline of information that is covered in ITIL v3 foundation Training
  • Benefits of ITSM implementation through ITIL

Module 2 – Certification & Key Definition

  • ITIL foundation certification
  • Foundation Score Sheet Sample
  • ITIL key Definition
  • ITIL Model

Module 3 – Service Desk

  • Mission of Service Desk
  • Service Desk vs Ruledesk and Call Center
  • Function and Activities of Service Desk
  • Types of Service Desk Rollouts
  • Service Desk Personnel
  • Critical Success Factors
  • Service Desk Bottlenecks
  • Service Desk KPIS

Module 4 – Incident Management

  • Mission of Incident management
  • Objective of incident management
  • Key definition in incident management
  • Incident records vs Problem records
  • Incident Management Life cycle
  • Incident detection and recording
  • Incident Escalations
  • Roles in incident management
  • Incident Management Bottlenecks
  • Critical Success Factors
  • Incident Management KPIs

Module 5 – Problem Management

  • Mission of problem management
  • Objectives of problem management
  • Key definitions in problem management
  • Problem management vs Incident management
  • Scope of Problem management
  • Problem management Techniques
  • Roles in Problem Management
  • Problem management Bottlenecks
  • Critical success Factors
  • Problem Management KPIs
  • Benefits of Problem management

Module 6 – Change Management

  • What is change and change management
  • Mission of change management
  • Objective of change management
  • Key terms in change management
  • Scope of change management
  • Change management process
  • Change management activities
  • Roles in change management
  • Change management bottlenecks
  • Critical success factor
  • Change management KPIs

Module 7 – Release Management

  • Mission of Release Management
  • Goals of Release Management
  • Key terms in Release Management
  • Release Management Activities
  • Roles in Release Management
  • Release Management Bottlenecks
  • Critical Success Factors
  • Release Management KPIs

Module 8 – Configuration Management

  • Mission of Configuration Management
  • Objectives of Configuration Management
  • Key Terms in Configuration Management
  • Inputs and Outputs of Configuration Management
  • Core Elements / Process of Configuration Management
  • Roles in Configuration Management
  • Configuration Management vs Asset Management
  • Configuration Management Bottlenecks
  • Critical Success Factor
  • Configuration Management KPIs

Module 9 – Service Level Management

  • Mission of Service Level Management
  • Objectives of Service Level Management
  • Scope of Service Level Management
  • Key terms in Service Level Management
  • SLM Process
  • Elements of SLA
  • Roles in Service Level Management
  • Costs vs. Benefits
  • Bottlenecks
  • KPIs Service Level Management
  • Critical Success Facto

Module 10 – ITServices Financial Management

  • Mission of IT Services Financial Management
  • Objectives of IT Services Financial Management
  • Key Process activities of IT Services Financial Management
  • Charging and Pricing Policies
  • Process of IT Services Financial Management
  • IT Services Financial Management Bottlenecks
  • IT Services Financial Management KPIs
  • Critical Success Factor

Module 11 – Capacity Management

  • Mission capacity management
  • Objectives of capacity management
  • Key terms in capacity management
  • Capacity management process

Module 12 – Availability Management

  • Mission of Availability Management
  • Objectives of Availability Management
  • Scope of Availability Management
  • Key Concepts of Availability Management
  • Process of Availability Management
  • Availability Management Metrics
  • Methodologies in Availability Management
  • Roles in Availability Management
  • Availability Management Bottlenecks
  • Availability Management KPIs
  • Critical Success Factor

Module 13 – IT Service Continuity Management

  • Mission of ITSCM
  • What is Continuity Management?
  • Objectives of ITSCM
  • Scope of ITSCM
  • Key Concepts of ITSCM
  • Business Continuity Life Cycle
  • Roles in ITSCM
  • Bottlenecks
  • KPIs
  • Critical Success Factor

Module 14 – Security Management

  • Mission of Security Management
  • Objectives of Security Management
  • Key Concepts of Security Management
  • Process of Security Management
  • Security and the SLA
  • Roles in Security Management
  • Bottlenecks
  • KPIs
  • Critical Success Factor
  • ITIL v3 Foundation_Summary

CONCEPTS OF IT SERVICE MANAGEMENT

  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes

The service lifecycle

  • Design, development and utilization of services
  • Utility and warranty
  • Service design and the business
  • IT and the business integration
  • ITIL Service Lifecycle

The five core processes

  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement

The value of the ITIL service lifecycle

  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase
  • ITIL Core Concepts

Identifying and documenting the services

  • Service portfolio
  • Service catalog
  • Business case
  • Risk
  • Service provider
  • Supplier
  • Service Level Agreement (SLA)
  • Operational Level Agreement (OLA)

Optimizing the infrastructure

  • Service request
  • Change and release
  • Event, alert and incident
  • Known error and Known Error Database (KEDB)
  • Service Knowledge Management System (SKMS)
  • ITIL Key Principles and Models

Value-creation through services

  • Balancing opposing forces
  • Management information systems and tools

Exploring the importance of people, processes, products and partners

  • Critical success factors
  • Measurement methods and metrics
  • ITIL Processes

Service strategy

  • Service portfolio management
  • Financial management for IT services
  • Business relationship management

Service design

  • Service Level Management (SLM)
  • Design coordination
  • Service catalog management
  • Supplier management
  • Risk assessment and IT service continuity management
  • Defining the scope of information security management
  • Capacity management
  • Availability management

Service transition

  • Business value, asset and configuration management
  • Explaining the objectives of change management
  • Knowledge management
  • Transition planning
  • Release and deployment management

Service operation

  • Process activities of incident and problem management
  • Request fulfillment
  • Stating the purpose of event and access management

Continual service improvement

  • The seven-step improvement process
  • The Deming Cycle (plan, do, check, act)
  • Critical Success Factors (CSF) and KPIs
  • Types of metrics
  • Service Management Functions and Roles

Outlining IT organization functions

  • Service desk function
  • IT operations function
  • Technical management function
  • The application management function

Defining service roles

  • The responsibilities of key roles in service management
  • Process owner
  • Service owner
  • Process manager
  • Process practitioner
  • Recognizing the RACI responsibility model and its role in determining organizational structure
  • How service automation assists with integrating service management processe
  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes

 

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Course Curriculum

Module 1 – What is an ITIL & ITSM?

  • Introduction to ITSM and ITIL
  • Service management Approach
  • Objectives of IT service Management
  • ITIL A process oriented approach to ITSM
  • What is a Best Practice?
  • ITIL Background
  • Outline of information that is covered in ITIL v3 foundation Training
  • Benefits of ITSM implementation through ITIL

Module 2 – Certification & Key Definition

  • ITIL foundation certification
  • Foundation Score Sheet Sample
  • ITIL key Definition
  • ITIL Model

Module 3 – Service Desk

  • Mission of Service Desk
  • Service Desk vs Ruledesk and Call Center
  • Function and Activities of Service Desk
  • Types of Service Desk Rollouts
  • Service Desk Personnel
  • Critical Success Factors
  • Service Desk Bottlenecks
  • Service Desk KPIS

Module 4 – Incident Management

  • Mission of Incident management
  • Objective of incident management
  • Key definition in incident management
  • Incident records vs Problem records
  • Incident Management Life cycle
  • Incident detection and recording
  • Incident Escalations
  • Roles in incident management
  • Incident Management Bottlenecks
  • Critical Success Factors
  • Incident Management KPIs

Module 5 – Problem Management

  • Mission of problem management
  • Objectives of problem management
  • Key definitions in problem management
  • Problem management vs Incident management
  • Scope of Problem management
  • Problem management Techniques
  • Roles in Problem Management
  • Problem management Bottlenecks
  • Critical success Factors
  • Problem Management KPIs
  • Benefits of Problem management

Module 6 – Change Management

  • What is change and change management
  • Mission of change management
  • Objective of change management
  • Key terms in change management
  • Scope of change management
  • Change management process
  • Change management activities
  • Roles in change management
  • Change management bottlenecks
  • Critical success factor
  • Change management KPIs

Module 7 – Release Management

  • Mission of Release Management
  • Goals of Release Management
  • Key terms in Release Management
  • Release Management Activities
  • Roles in Release Management
  • Release Management Bottlenecks
  • Critical Success Factors
  • Release Management KPIs

Module 8 – Configuration Management

  • Mission of Configuration Management
  • Objectives of Configuration Management
  • Key Terms in Configuration Management
  • Inputs and Outputs of Configuration Management
  • Core Elements / Process of Configuration Management
  • Roles in Configuration Management
  • Configuration Management vs Asset Management
  • Configuration Management Bottlenecks
  • Critical Success Factor
  • Configuration Management KPIs

Module 9 – Service Level Management

  • Mission of Service Level Management
  • Objectives of Service Level Management
  • Scope of Service Level Management
  • Key terms in Service Level Management
  • SLM Process
  • Elements of SLA
  • Roles in Service Level Management
  • Costs vs. Benefits
  • Bottlenecks
  • KPIs Service Level Management
  • Critical Success Facto

Module 10 – ITServices Financial Management

  • Mission of IT Services Financial Management
  • Objectives of IT Services Financial Management
  • Key Process activities of IT Services Financial Management
  • Charging and Pricing Policies
  • Process of IT Services Financial Management
  • IT Services Financial Management Bottlenecks
  • IT Services Financial Management KPIs
  • Critical Success Factor

Module 11 – Capacity Management

  • Mission capacity management
  • Objectives of capacity management
  • Key terms in capacity management
  • Capacity management process

Module 12 – Availability Management

  • Mission of Availability Management
  • Objectives of Availability Management
  • Scope of Availability Management
  • Key Concepts of Availability Management
  • Process of Availability Management
  • Availability Management Metrics
  • Methodologies in Availability Management
  • Roles in Availability Management
  • Availability Management Bottlenecks
  • Availability Management KPIs
  • Critical Success Factor

Module 13 – IT Service Continuity Management

  • Mission of ITSCM
  • What is Continuity Management?
  • Objectives of ITSCM
  • Scope of ITSCM
  • Key Concepts of ITSCM
  • Business Continuity Life Cycle
  • Roles in ITSCM
  • Bottlenecks
  • KPIs
  • Critical Success Factor

Module 14 – Security Management

  • Mission of Security Management
  • Objectives of Security Management
  • Key Concepts of Security Management
  • Process of Security Management
  • Security and the SLA
  • Roles in Security Management
  • Bottlenecks
  • KPIs
  • Critical Success Factor
  • ITIL v3 Foundation_Summary

CONCEPTS OF IT SERVICE MANAGEMENT

  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes

The service lifecycle

  • Design, development and utilization of services
  • Utility and warranty
  • Service design and the business
  • IT and the business integration
  • ITIL Service Lifecycle

The five core processes

  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement

The value of the ITIL service lifecycle

  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase
  • ITIL Core Concepts

Identifying and documenting the services

  • Service portfolio
  • Service catalog
  • Business case
  • Risk
  • Service provider
  • Supplier
  • Service Level Agreement (SLA)
  • Operational Level Agreement (OLA)

Optimizing the infrastructure

  • Service request
  • Change and release
  • Event, alert and incident
  • Known error and Known Error Database (KEDB)
  • Service Knowledge Management System (SKMS)
  • ITIL Key Principles and Models

Value-creation through services

  • Balancing opposing forces
  • Management information systems and tools

Exploring the importance of people, processes, products and partners

  • Critical success factors
  • Measurement methods and metrics
  • ITIL Processes

Service strategy

  • Service portfolio management
  • Financial management for IT services
  • Business relationship management

Service design

  • Service Level Management (SLM)
  • Design coordination
  • Service catalog management
  • Supplier management
  • Risk assessment and IT service continuity management
  • Defining the scope of information security management
  • Capacity management
  • Availability management

Service transition

  • Business value, asset and configuration management
  • Explaining the objectives of change management
  • Knowledge management
  • Transition planning
  • Release and deployment management

Service operation

  • Process activities of incident and problem management
  • Request fulfillment
  • Stating the purpose of event and access management

Continual service improvement

  • The seven-step improvement process
  • The Deming Cycle (plan, do, check, act)
  • Critical Success Factors (CSF) and KPIs
  • Types of metrics
  • Service Management Functions and Roles

Outlining IT organization functions

  • Service desk function
  • IT operations function
  • Technical management function
  • The application management function

Defining service roles

  • The responsibilities of key roles in service management
  • Process owner
  • Service owner
  • Process manager
  • Process practitioner
  • Recognizing the RACI responsibility model and its role in determining organizational structure
  • How service automation assists with integrating service management processe
  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes

 

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