ITIL V3 Foundation

                                         

 

Course name: ITIL v3 Foundation

Level: Foundation

Certification: ITIL v3 Foundation Certificate

Duration: 12 Hours (2 Days)

 

Topic Details:

 

Objectives of Training Program

 

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

 

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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