ITIL®

17Oct 2012

Objectives

This course and qualification presents a complete overview of MALC including all its related activities, concepts and processes. Candidates can expect to gain key competencies related to this certification.

  • Introduction to IT Service Management Business and Managerial Issues
  • Management of Strategic Change
  • Risk Management
  • Managing the Planning and Implementation of IT Service Management
  • Understanding Organizational Challenges
  • Service Assessment
  • Understanding Complementary Industry Guidance
17Oct 2012

Objectives

This course and qualification presents a complete overview of Planning Protection and Optimization (PPO) including all its related activities. The course is intended to enable the holders of the certificate to apply PPO practices in resolution and support of the service management lifecycle. Candidates can expect to gain key competencies related to this certification.

  • Introduction to PPO
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Demand Management
  • Planning, Protection and Optimization Roles and Responsibilities
  • Technology and Implementation Considerations
17Oct 2012

Objectives

This course and qualification presents a complete overview of Service Offering and Agreement (SOA) including all its related activities. The course is intended to enable the holders of the certificate to apply SOA practices in resolution and support of the service management lifecycle. Candidates can expect to gain key competencies related to this certification.

  • Introduction to SOA
  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management for IT Services
  • Business Relationship Management
  • SOA Roles and Responsibilities
  • Technology and Implementation Considerations

 

Pre Course Reading Materials

It is recommended but not mandatory for course participants to complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Lifecycle publications covered under the official ITIL® SOA syllabus in preparation for the examination.

17Oct 2012

Objectives

This course and qualification presents a complete overview of Operational Support and Analysis (OSA) including all its related activities. The course is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle. Candidates can expect to gain key competencies related to this certification.

  • Introduction to OSA
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • The Service Desk
  • Functions
  • Technology and Implementation Considerations

 

Pre Course Reading Materials

It is recommended but not mandatory for course participants to complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Lifecycle publications covered under the official ITIL® OSA syllabus in preparation for the examination.

17Oct 2012

Objectives

This course and qualification presents a complete overview of Release Control and Validation (RCV) including all its related activities. The course is intended to enable the holders of the certificate to apply RCV practices in resolution and support of the service management lifecycle. Candidates can expect to gain key competencies related to this certification.

  • Introduction to RCV
  • Change Management
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Release and Deployment Management
  • Request Fulfilment
  • Change Evaluation
  • Knowledge Management
  • Release, Control and Validation Roles and Responsibilities
  • Technology and Implementation Considerations

 

Pre Course Reading Materials

It is recommended but not mandatory for course participants to complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Lifecycle publications covered under the official ITIL® RCV syllabus in preparation for the examination.

 

Course Outline Coverage:

  1. Introduction to RCV
  • The purpose, objectives and scope of service transition lifecycle phase
  • The RCV processes in relation to service transition
  • Activities related to overall transition planning and ongoing support
  1. Change Management
  2. Service Asset and Configuration Management
  3. Service Validation and Testing
  4. Release and Deployment Management
  5. Request Fulfilment
  6. Change Evaluation
  7. Knowledge Management
  8. Release, Control and Validation Roles and Responsibilities
  9. Technology and Implementation Considerations
17Oct 2012

Objectives

This course and qualification presents a complete overview of CSI including all its related activities: to continually align and realign IT services to changing business needs by identifying and implementing improvements to IT services that support business processes. This qualification reviews improvement activities as they support the lifecycle approach through service strategy, service design, service transition and service operation. Candidates can expect to gain key competencies related to this certification.

  • Introduction to CSI
  • CSI principles
  • CSI process
  • CSI methods and techniques
  • Organizing for CSI
  • Technology considerations
  • Implementing CSI
  • Challenges, critical success factors and risks.

 

Pre Course Reading Materials

It is recommended but not mandatory for course participants to complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Continual Service Improvement publication in preparation for the examination.

 

Course Outline:

  1. Introduction to CSI
  • The purpose, objectives and scope of CSI
  • The value to the business of adopting and implementing CSI
  • The context of CSI in the ITIL service lifecycle
  • The approach to CSI, including key interfaces and inputs and outputs.
  1. CSI principles
  2. CSI process
  3. CSI methods and techniques
  4. Organizing for CSI
  5. Technology considerations
  6. Implementing CSI
  7. Challenges, critical success factors and risks
17Oct 2012

Objectives

This course and qualification provides a complete management-level overview of service operation including all its related activities. Candidates can expect to gain key competencies related to this certification.

  • Introduction to service operation
  • Service operation principles
  • Service operation processes
  • Common service operation activities
  • Organizing for service operation
  • Technology considerations
  • Implementation of service operation
  • Challenges, critical success factors and risks.

 

Pre Course Reading Materials

It is recommended but not mandatory for course participants to complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Operation publication in preparation for the examination.

 

Course Outline Coverage:

  1. Introduction to service operation
  • The purpose, objectives and scope of service operation
  • The value to the business
  • The context of service operation in the ITIL® service lifecycle
  • The fundamental aspects of service operation and the ability to define them.
  1. Service operation principles
  2. Service operation processes
  3. Common service operation activities
  4. Organizing for service operation
  5. Technology considerations
  6. Implementation of service operation
  7. Challenges, critical success factors and risks
17Oct 2012

Objectives

This course and qualification provides a complete management-level overview of service transition including all its related activities. Candidates can expect to gain key competencies related to this certification.

  • Introduction to service transition
  • Service transition principles
  • Service transition processes
  • Managing people through service transitions
  • Organizing for service transition
  • Technology considerations
  • Implementing and improving service transition
  • Challenges, critical success factors and risks.

 

Pre Course Reading Materials

It is recommended but not mandatory for course participants  to complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Transition  publication in preparation for the examination.

 

Outline:

  1. Introduction to service transition
  • The purpose and objectives of service transition
  • The scope of service transition and ways that service transition adds value to the business
  • The context of service transition in relation to all other lifecycle stages
  1. Service transition principles
  • Service transition policies, principles and best practices for service transition
  • How to use metrics to ensure the quality of a new or changed service and the effectiveness and efficiency of service transition
  • The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases
  1. Service transition processes
  2. Managing people through service transition
  3. Organizing for service transition
  • How the technical and application management functions interface with service transition
  • The interfaces that exist between service transition and other organizational units (including programmes, projects, service design and suppliers) and the “handover points Erequired to ensure delivery of new or change services within the agreed schedule
  • Service transition roles and responsibilities, where and how they are used, as well as examples of how small or larger service transition organizations would be structured to use these roles
  • Why service transition needs service design and service operation, what it uses from them and how
  1. Technology considerations
  2. Implementation and improvement of service transition
  3. Challenges, critical success factors and risks
17Oct 2012

Objectives:

This course and qualification provides a complete overview of service design including all its related activities. Candidates can expect to gain key competencies related to this certification.

  • Introduction to service design
  • Service design principles
  • Service design processes
  • Service design technology related activities
  • Organizing for service design
  • Technology considerations
  • Implementation and improvement of service design
  • Challenges, critical success factors and risks.

 

Pre Course Reading Materials

It is recommended but not mandatory for course participants to complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Design publication in preparation for the examination

 

Outline

  1. Introduction to service design
    • The scope of service design
    • The business value of service design activities
    • The context of service design in relation to all other lifecycle stages
    • Service design inputs and outputs and the contents and use of the service design package and service acceptance criteria
  2. Service design principles
  3. Service design processes
  4. Service design technology-related activities
  5. Organizing for service design
  6. Technology considerations
  7. Implementation and improvement of service design
  8. Challenges, critical success factors and risks
17Oct 2012

Objectives: 

This course and qualification provides a complete overview of service strategy including all its related activities: how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset. Candidates can expect to gain key competencies related to this certification.

  • Introduction to service strategy
  • Service strategy principles
  • Service strategy processes
  • Governance
  • Organizing for service strategy
  • Technology considerations
  • Implementing service strategy
  • Challenges, critical success factors and risks.

 

Pre Course Reading Materials

It is recommended but not mandatory for course participants  to complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Strategy  publication in preparation for the examination

 

Course Outline Coverage : 

  1. Introduction to service strategy
  2. Service strategy principles
  3. Service strategy processes
  4. Governance
  5. Organizing for service strategy
  6. Technology considerations
  7. Implementing service strategy
  8. Challenges, critical success factors and risks
17Oct 2012

 

** ITIL FOUNDATION IS WSQ FUNDED UP TO 95% of COURSE FEE for CORPORATE AND INDIVIDUAL

(terms and condition applies – pls see funding tap)

 

Objectives:

The ITIL® course introduces the concept of the Service Lifecycle. As the course progresses, addition key concepts of each ITIL® function, process and lifecycle stage will be expanded upon. By the end of this course, the participants will be able to identify:

  • The stages and processes within the Service Lifecycle
  • Business value of implementing each process in an organization
  • Objectives and basic concepts related to each process
  • Activities and roles involved in each process
  • Relationship of each process to other processes
  • Terminology, techniques and practical approaches

Pre Course Reading Materials

There are no pre-course reading materials or pre-work needed for the ITIL® course.

 

Valued added materials provided

Official Quick Reference Guide

Printed Courseware