ITIL Awareness

Elevate your IT service management capabilities with ITIL Awareness, ideal for IT professionals aiming to learn and implement ITIL's globally recognized best practices for service excellence.

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Essential Skills Gained

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Understand the key principles and concepts of IT service management.

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Recognize the benefits of implementing ITIL in your organization.

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Map service management processes to the overall service lifecycle.

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Identify activities and roles involved in the service lifecycle.

Format

  • Instructor-led
  • 1 days with lectures and hands-on labs.

Audience

  • IT service planners
  • Professional IT managers
  • Foundation level ITIL candidates
  • Service management improvement teams

Description

The Information Technology Infrastructure Library (ITIL)® is a set of best practices that may be used mto deliver high quality IT services. ITIL’s body of knowledge represent the consensus derived from over a decade of work and experience by thousands of IT professionals world-wide, earning for it the status as de facto world standard for IT service management best practices. ITIL 2011 is the latest evolution of ITIL. ITIL Awareness is an important first step when beginning to consider the implementation of ITIL and an effective, efficient component of an ITIL implementation program. ITIL® is a registered trade mark of AXELOS Limited.  

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Course Outline

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Unit 1: Introduction to ITIL

  1. What is Service Management

  2. Benefits of Service Management

  3. History of ITIL

  4. ITIL Concepts

  5. The Service Lifecycle

Unit 2: Service Strategy

  1. Strategy Management

  2. Business Relationship Management

  3. Service Portfolio Management

  4. Demand Management

  5. Financial Management

Unit 3: Service Design

  1. Design Coordination

  2. Capacity Management

  3. Availability Management

  4. Service Level Management

  5. Information Security Management

  6. IT Service Continuity Management

  7. Service Catalog Management

  8. Supplier Management

Unit 4: Service Transition

  1. Change Management

  2. Knowledge Management

  3. Service Asset and Configuration Management

  4. Change Evaluation

  5. Service Validation and Testing

  6. Transition Planning and Support

  7. Release & Deployment

Unit 5: Service Operations

  1. Service Desk

  2. Applications Management

  3. IT Operations Management

  4. Technical Management

  5. Access Management

  6. Event Management

  7. Incident Management

  8. Problem Management

  9. Request Fulfillment

Unit 6: Continual Service Improvement

  1. CSI Model

  2. Deming Cycle

  3. 7-Step Improvement Process

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