Hotlines

IT Governance is not longer just desirable, it has become mandatory. Information Technology is recognized as a critical enabler and key differentiator for business success today. IT, previously a support element, has now become part of the fabric of the business and customers expect guaranteed levels of service.

ITIL is recognized as the de facto standard for IT Service Management, which is formally adopted by U.K., E.U. and Canada Government as well as private enterprises. It forms the foundation for ISO 20000 implementation / certification (formal international standard for IT Service Management).

Organizations using ITIL have reported quantitative and tangible benefits, such as
• Savings of nearly $200 million annually
• More than 80% reduction in service downtime
• 50% reduction in new product cycles

The ITIL v3 Foundation course is an interactive training delivery, with classroom lectures, exercises and mock exams to support the theoretical concepts. These go much beyond just enabling the course participants successfully clear the ITIL V3 Foundation examination, while explaining the practical concepts that facilitates implementation of these good practices within their organization.

At the end of this course, participants will be able to:

• Comprehend related individual certifications and organizational certifications
• Attain a holistic view to understanding ITIL V3
• Learn about the core books and principles of ITIL practices for Service Management
• Obtain insight into objectives and concepts of ITIL processes
• Learn how to use ITIL effectively within any organization
• Perceive ITIL processes from an implementation viewpoint
• Identify the benefits of implementing ITIL processes in an organization

The following topics would be covered in this training workshop with interactive sessions to understand the concepts.

Introduction

Service Strategy

• Financial Management
• Service Portfolio Management
• Demand Management

Service Design

• Service Catalogue Management
• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Supplier Management
• Information Security Management

Service Transition

• Change Management
• Asset and Configuration Management
• Release and Deployment Management
• Knowledge Management

Service Operations

Functions
• Service Desk
• Technical Management
• Application Management
• IT Operation Management

Event Management
Incident Management
Request Fulfilment
Access Management
Problem Management

Continual Service Improvement

• Service Management
• Service Improvement

ITIL Version 3 Qualifications

Review and Closure

Note:
• Complementary guidance would be provided to reinforce the examination viewpoint
• As a bonus, an Overview of the ISO/IEC 20000 would also be provided.