Prerequisites

There is no prerequisite for this course. It functions as a stand- alone course.

 

Course format

Lecture;

Practical works;

ITIL v3 Foundation Certification sample exam’s review;

 

Course Scheduling

Service Management as a Practice, the History of ITIL.

The service lifecycle

The lifecycle phase: Service Design

o    Introduction

o    Service Catalogue Management

o    Service Level Management

o    Capacity and Availability Management

o    IT Service Continuity Management

o    Information Security Management

o    Supplier Management

 

The lifecycle phase: Service Transition

o     Introduction

o     Change Management

o     Service Asset and Configuration Management

o     Release and Deployment Management

o     Knowledge Management

 

The Lifecycle Phase: Service Operation

o    Introduction

o    Event and Incident Management

o    Request Fulfillment

o    Problem and Access Management

o    Monitoring and Control

o    IT Operations

o    Service Desk

o    Technology and Architecture

 

The Lifecycle Phase: Service Strategy

o     Introduction

o    Financial Management

o    Demand Management

o    Strategy and Organization

 

The Lifecycle Phase: Continuous Service Improvement

o     Introduction

o    The 7 step improvement process