1 - Introduction to ITIL
ITIL Basics The Service Lifecycle
2 - Continual Service Improvement
Purpose, Objectives, and Scope of CSI CSI Principles
3 - Service Operation
Basic Concepts of Service Operation The Event Management Process The Incident Management Process The Problem Management Process The Request Fulfillment Process The Access Management Process
4 - Service Operation Functions
The Service Desk Function The Technical Management Function The IT Operations Management Function The Application Management Function
5 - The Service Desk Function
Basic Concepts of Service Transition The Change Management Process The SACM Process The Release and Deployment Management Process The Knowledge Management Process
6 - Service Design
Basic Concepts of Service Design The Service Level Management Process The Service Catalog Management Process The Availability Management Process The Capacity Management Process The Information Security Management Process IT Service Continuity Management The Supplier Management Process
7 - Service Strategy
Basic Concepts of the Service Strategy Phase The Financial Management Process The Service Portfolio Management Process The Demand Management Process The Business Relationship Management ProcessITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved.
Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Who is it For?
End-user level computer and networking skills are required. Some level of work experience in IT service support or IT service delivery is highly recommended.