This accredited CTES Certified course provides a solid introduction to the theory and practice of IT service management according to ITIL ®.
- Course Outline
Processes are the cornerstone of IT service management. In the service management world, process definitions and their associated best practices are more often defined in relationship to ITIL®: The Information Technology Infrastructure Library. This accredited CTES Certified course provides a solid introduction to the theory and practice of IT service management according to ITIL®. Beginning with key terms such as incident, problem, service and process, this unique course guides participants through the numerous processes and functions that make up ITIL®. From incident management to service level management, every process and function is discussed in relation to its real-world applications and its formal definition. Most importantly, our ITIL® course is not one long memorization session. We take a practical and hands-on approach to ITIL® training because we know how important these processes are to the success of your organization. Come pass your accredited certification exam with CTES training while you learn how ITIL® can help your organization become more efficient and more productive. This course prepares the student for the ITIL® Foundation Certificate and will provide the student with 22 contact hours of professional training. All participants will be provided with sample exams and the official ITIL® Foundation exam syllabi. All the information presented in this course is in line with the 5 core ITIL® publications as published by the TSO. The CTES Training ITIL® Foundation course have a maximum class size of 12 and ends with a comprehensive overview of the course and an official certification exam.
Module 1: ITIL V3 Overview
Topic 1: The History of ITIL
Topic 2: Why is ITIL Important?
Topic 3: What has changed since ITIL V2?
Topic 4: The Core Components of ITIL
Topic 5: ITIL Lifecycle from Beginning to End
Module 2: The Service Lifecycle
Topic 1: Service Strategy
Topic 2: Service Design
Topic 3: Service Transition
Topic 4: Service Operation
Topic 5: Continual Service Improvement
Module 3: Service Operation
Topic 1: The Role of Service Operation
Topic 2: Processes:
Topic 3: Event Management
Topic 4: Incident Management
Topic 5: Request Fulfillment
Topic 6: Access Management
Topic 7: Problem Management
Module 4: Functions:
Topic 1: Service Desk
Topic 2: Technical Management
Topic 3: IT Operations Management
Topic 4: Applications Management
Module 5: Service Transition
Topic 1: Transition Planning and Support
Topic 2: Change Management
Topic 3: Service Asset and Configuration Management
Topic 4: Release and Deployment Management
Topic 5: Service Testing and Validation
Topic 6: Evaluation
Topic 7: Service Knowledge Management
Module 6: Service Strategy
Topic 1: Definition of a Service Strategy
Topic 2: Strategic objectives
Topic 3: Prioritization of investments
Topic 4: Service Portfolio
Topic 5: Service Catalog
Module 7: Service Design
Topic 1: Value to the Business
Topic 2: To ensure the achievement of business objectives
Topic 3: To provide cost-effective services
Topic 4: To deliver improved quality
Module 8: Continual Service Improvement
Topic 1: Services: Alignment of IT Services with business needs
Topic 2: Processes: Health of ITSM maturity of the IT processes
Module 9: Putting it All Together
Topic 1: In this final section, participants will participate in a real world re-enactment of the ITIL lifecycle.
Module 10: Preparing for the Exam
Topic 1: Going in to the Exam: Mental Preparation
Topic 2: Computer Based Testing Strategies
Topic 3: Monitoring Yourself
Topic 4: Key Exam Targets
Topic 5: Remembering the Big Picture of ITIL
- Prerequisites & Certificates
Some service delivery or service management experience
If you pass the exam you will have your certification.
- Cancellation Policy
All courses must be canceled more than 10 business days prior to the first day of the class.
- Map & Reviews
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