Introduction to ITIL® 2011 -Online Course

Agenda
Unit 0:
 Introduction to ITIL®
 Overview of ITIL®
 Why ITIL® Is Successful
 ITIL® 2011 Components
 ITIL® Core Publications
 ITIL® 2011 Qualification Scheme: Credits System
Unit 1: Introduction to Service Management

Lesson 1—Principles of IT Service Management

 IT Service Management-Public and Proprietary Practices
 Service-Introduction
 Challenges/ Benefits in IT Service Management
 Stakeholders in Service Management
 RACI Model
 Types of Service Providers
Lesson 2—Service Management Lifecycle
 Components of Service Management Lifecycle
Unit 2: Service Strategy

Lesson 1—Introduction to Service Strategy

 Service Strategy-Overview
 Types of Services
Lesson 2—Service Strategy Concepts
 Service Utility and Warranty
 Service Assets
 Factors Influencing Customer Perception of Value
 Business Outcomes

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  Business Case and Risk
 Service Management Automation and its benefits
Lesson 3—Service Strategy Processes

 Demand Management-Overview
 Patterns of Business Activity and User Profile
 Service Portfolio Management-Overview
 Financial Management-Overview, Activities and Benefits
 Business Relationship Management-Overview and Responsibilities
Unit 3: Service Design
Lesson 1—Introduction to Service Design
 Service Design-Overview
 Roles in Service Design Phase
Lesson 2—Key Concepts in Service Design
 4 P's of Service Design
 Service Design Package
Lesson 3— Service Design Processes
 Service Catalogue Management-Overview
 Role Service Catalogue Manager
 Service Level Management-Overview and Key Terms
 Supplier Management-Overview and Service Level Management
 Role of Supplier Manager
 Capacity Management-Overview
 Availability Management-Overview, Key Terms and Expanded Incident Lifecycle
 Concepts Related to Expanded Incident Lifecycle
 IT Service Continuity Management-Overview
 Information Security Management-Overview
 IT Security Policy
Unit 4: Service Transition
Lesson 1—Introduction to Service Transition
 Service Transition-Overview

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  Configuration Management System
Lesson 2—Service Transition Processes
 Change Management-Overview
 Service Asset and Configuration Management-Overview
 Introduction to Release and Deployment Management
 Release and Deployment Management-Overview
 Knowledge Management-Overview
 Data-Information-Knowledge-Wisdom
Unit 5: Service Operation
Lesson 1—Introduction to Service Operation
 Service Operation-Overview
 Events, Alerts and Incidents
 Problems and Workarounds
 Known Error and Known Error Database
Lesson 2—Service Operation Processes
 Event Management-Overview and Process Activities
 Event Logging and Filtering
 Manage Exceptional Levels
 Manage Informational and Warning Events
 Incident Management-Overview, Basic Concepts and Process Flow
 Process Interfaces
 Problem Management-Overview
 Types of Problem Management Processes
 Reactive Problem Management-Process Flow
 Request Fulfilment-Overview
 Service Request
 Access Management-Overview
Lesson 3—Functions
 Service Desk-Overview
 Service Desk Staffing and Metrics

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  Technical Management, Application Management, IT Operations Management-
Overview
Unit 6: Continual Service Improvement
Lesson 1—Introduction to Continual Service Improvement
 CSI-Overview
Lesson 2—Key Principles and Models
 Benefits of CSI Register
 CSI-Monitor, Metrics and Deming Cycle

ITIL® is a registered trade mark of AXELOS Limited

IT Infrastructure Library is a registered trade mark of AXELOS Limited
AXELOS ® is a registered trade mark of AXELOS Limited

For information on the course, visit: http://www.simplilearn.com/it-service-management/itil-for-beginners

© Copyright 2014, Simplilearn, All rights reserved.