The IT Infrastructure Library (ITIL) is a collection of best practices for the delivery of IT services and the management of IT infrastructure. The service management processes defined in ITIL have been tested and tried in organizations globally. ITIL 2011 edition these best practices are presented using a lifecycle model including the following areas:
Continual Service Improvement
These areas form the lifecycle framework, which helps ensure that the IT services provided match the needs of the business and contribute to the overall value generated.
The course introduces service management, service delivery and the relationship of both of these with the expectations of the business. Participants will learn to identify the key principles and concepts of service management and will develop an awareness of the benefits of using ITIL in an organization.
The training covers service management processes, their location in the service lifecycle and the terms and definitions related to them. Participants will also learn the objectives of the processes, the roles related to them and the most common factors influencing the efficiency of these processes.
Assignments done as part of the training will prepare participants for the certification exam, which takes place at the end of the course. The exam, The Foundation Certificate in IT Service Management, is voluntary. The certification exam is recommend, as it is a prerequisite for attending more advanced ITIL courses.
Who should attend: All personnel working with IT Services. Typical attendee roles include CIOs, senior IT managers, service managers, production/operation managers, project managers, application specialists, system specialists, testing specialists and consultants. The training is also useful for people who are involved in buying or utilizing IT services. For participants wishing to further deepen their understanding of IT Service management, ITIL Intermediate courses are recommended.
Material: The material used on the course is in English. The training is conducted in English.
Exam: The certification exam is not included in the price of the course. The exam is in English and will take place on the last day of the course.