Meetings Stub Page [mx-stub]
ITIL® Foundation with Case Study Certification (including exam) - NYC
Course Outline
1 - INTRODUCTION
- Introduction/Housekeeping
- Introduction to key ITIL concepts
- IT as a Service
- Introduction to processes and process management
- The Service Lifecycle approach
2 - SERVICE STRATEGY
- Purpose, goal, objectives & Scope
- Value Creation through Services
- Assets – Resources and Capabilities
- Service Strategy – Main activities
- Service Strategy processes
- Service Portfolio management
- Demand management
- Financial management
3 - SERVICE DESIGN
- Purpose, goal, objectives & Scope
- Service Design processes
- The 4 P’s
- Service Design aspects
- Service Catalog Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Service Portfolio
- Information Security Management
- Supplier management
4 - SERVICE TRANSITION
- Purpose, goal, objectives & Scope
- Service Transition value to the business
- Technology and architecture in Service Transition
- Service Transition Processes
- Change Management
- The 7 R’s of Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Knowledge Management
5 - SERVICE OPERATION
- Purpose, goal, objectives & scope
- Service Operation definitions
- The Service Desk
- Technical Management
- Application Management
- IT Operations Management
- Service Operations Processes
- Event Management
- Request Fulfillment
- Problem Management
- Access Management
6 - CONTINUAL SERVICE IMPROVEMENT
- Purpose, goal, objectives & scope
- Models and Processes
- The Deming Cycle
- Measurement and metrics
- Continual Service Improvement activities
- Risk management
- Continual Service Improvement interfaces
- Interface with Service Level Management
7 - EXAM PREPARATION
- Sample Exams
- Feedback
- Recap
EXAM INFORMATION
You will receive an exam voucher to take the ITIL® Foundation Certification exam at your convenience from your home or office after your training is completed. (Please note - the exam voucher has a 1 year expiration date).