ITIL (Online)

ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. This class prepares you to sit for the ITIL Foundation certificate exam.

Course Outline

Unit 1: Introduction

• Topic A: Course Objectives
• Topic B: Certification Requirements
• Topic C: ITIL Qualification Scheme

Unit 2: Service Management

• Topic A: Understanding Services
• Topic B: What Is ITIL?
• Topic C: Service Lifecycle
• Topic D: ITIL Processes and Functions
• Topic E: ITIL Roles and Responsibilities
• Topic F: ITIL Service and Process Roles

Unit 3: Service Strategy Overview

• Topic A: Overview of Service Strategy
• Topic B: Value of Services
• Topic C: Service Assets
• Topic D: Business Relationship Management
• Topic E: Service Portfolio Management
• Topic F: Demand Management
• Topic G: Financial Management for IT Services

Unit 4: Service Design Overview

• Topic A: Key Concepts
• Topic B: Design Coordination
• Topic C: Service Level Management
• Topic D: Service Catalog Management
• Topic E: Supplier Management
• Topic F: Availability Management
• Topic G: Capacity Management
• Topic H: Information Security Management
• Topic I: IT Service Continuity Management

Unit 5: Service Transition Overview

• Topic A: Transition Planning and Support
• Topic B: Service Asset and Configuration
• Management
• Topic C: Change Management
• Topic D: Release and Deployment
• Management
• Topic E: Knowledge Management

Unit 6: Service Operation Overview

• Topic A: Incident Management
• Topic B: Event Management
• Topic C: Problem Management
• Topic D: Access Management
• Topic E: Request Fulfillment

Unit 7: Service Operation Functions

• Topic A: Service Desk
• Topic B: Technical Management
• Topic C: Application Management
• Topic D: IT Operations Management

Unit 8: Continual Service Improvement

• Overview
• Topic A: Purpose, Value & Scope of Continual
• Service Improvement
• Topic B: Service Measurements & Metrics
• Topic C: Seven-step Improvement Process

Unit 9: Tools and Technology Considerations

Unit 10: Preparing For and Taking the

• Certification Exam