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
