ITIL V3 Foundation

                                         

 

Course Title: ITIL v3 Foundation

Duration: 12 Hours

Certification: ITIL v3 Foundation Certificate

 

 

Course Objective:

 

The Key Objective of the Training program is to create awareness on ITIL to the participants and to enable the participants to articulate the purpose and objectives of the Service Management

 

 

Course Outline:

 

Module1: Introduction to ITIL

 

  • Introduction of ITIL and creating basic awareness about the importance of ITIL in Services industry.

            

Module2: Service Strategy

 

Service management as Practice. Identifying and documenting the services. What is Process? Service catalog. Function. RACI Model. Service Life Cycle. Four P’s of Service Strategy. Risk Management. Financial management.        

 

Module3: Service Design

 

The four P’s of design. Design activities. Catalog management. Service Level Management. Availability management. CMIS. Roles and responsibilities       

 

Module4: Service Transition

 

Business value, asset and configuration management. Objectives of change management. Service Asset and Configuration Management. Transition planning. Release and deployment management  

 

Module5: Service Operation

 

Event Management. Incident management. Role of Incident Manager. Role of Communication. Problem Management. Access Management. Service Management        

 

Module 6: Continual Service Management

 

Metrics and Measurements. PDCA cycle. CSI activities. Service Reporting. Roles          

   

Assessment:

 

Mode of Assessment: Online

Number of Questions : 40

Format: Multiple Choice

Duration : 60Mins

Open/ Closed Book : Closed Book

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