The IT Infrastructure Library (ITIL®) is the internationally acknowledged framework for a consistent implementation of IT service management. It provides a good overview and a good understanding for interdependencies within an IT organization.
Within a three day course participants work on and discuss the basics of the most important functions and requirements of IT service management according to ITIL®.
Course Specialities
- Course with certificate
- For all public courses: eLearning module glenfisAcademy ITIL® V3 Foundation WBT included (available as an option for inhouse courses)
Learning Goals
- Know the service lifecycle and the processes according ITIL® V3 and their contribution to manage tasks: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement
- Process and quality management
- Generic concept and definitions (utility, warranty, service assets, capabilities, resources etc.)
- Describe advantages of utilizing ITIL® "Good Practice" and the combination of the single processes (process objectives, keypractice, key performance indicator, roles and tasks)
- Functions: Service Desk, Technical Management, Application Management, IT Operations Management (IT Operations Control & Facility Management)
- Analyze IT business processes within your organization: strategy generation, service portfolio management, demand management, financial management, service level management, service catalogue management, availabiblity management, information security management, supplier management, capacity management, IT service continuity management, change management, service asset & configuration management, release & deployment management, incident management, event management, request fulfilment, problem management, access management, 7 step improvement process
- Create "Good Practice" recommendations for your own IT organization, prove your knowledge with a ITIL® V3 Foundation certificate
Target Audience
Business managers, project leaders, IT managers, IT consultants, IT trainers and IT coordinators with responsibility in economy and administration
Requirements
Certificate
ITIL® V3 Foundation Certificate
The result of the exam will be evaluated and presented directly after the exam session.
The certificate represent a value of 2 credit points, where 22 points are needed to become ITIL V3 Expert.
Course Manuals
- glenfis Academy workbook with A3 poster of integrated workflow and CMDB, Pocketguide
- For all public courses: eLearning module glenfisAcademy ITIL® V3 Foundation WBT included (available as an option for inhouse courses)
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