1.Introduction

1.Introduction

ITIL Service Management Foundation

Course Objectives

1.To introduce ITIL As Best Practice framework
  Terms, Definitions, Phrases
2.Gain an understanding of the essential ITIL processes and how they relate
  to each other,in order to support and deliver a quality IT service

Course Content – Day 1
1.Introduction
2.Introduction to IT Service Management
3.Service Desk
4.Configuration Management
5.Incident Management
6.Problem Management
7.Change Management
8.Release Management

Course Content – Day 2
1.Service Level Management
2.Financial Management for IT Services
3.Capacity Management
4.IT Service Continuity Management
5.Availability Management

ITIL Overview
1.ITIL is a Best Practice Framework
2.Integrated into OGC and BSI guidance
3.ITIL Philosophy – Scaleable Process driven approach
4.Key Objective 1
5.Align IT services with the Current and Future needs of the business and its Customers
6.Key Objective 2
7.To improve Quality of the services delivered
8.Key Objective 3
9.Reduce long term Cost of service provision


Introduction to Service Management
The Service Desk
Configuration Management
Incident Management
Problem Management
Change Management
Release Management