IT Academy IT Project Management
Module I
Module II
ITIL
WITAC 4035 - ITIL FOUNDATIONS CERTIFICATION TRAINING (40 HRS) WITAC 4035
Tuition: $1495.00
Instructor: STAFF
Where & When:
Not offered Fall 2019
This course will introduce students to the Information Technology Infrastructure Library (ITIL); cover the history of service strategy and frameworks; and review the ITIL five core publications.
Students who successfully complete this course will be able to, at a minimum:
- Identify and use the common terminology introduced in ITIL
- Develop processes using ITIL concepts
- Implement and/or improve a service management process
- Will be able to successfully design and implement a service catalog
- Understand and document the life-cycle of a service
COURSE OUTLINE:
SECTION 1 - INTRODUCTION
- Introduction to best practices and operational frameworks: ITIL, Cobit, MOF, CMMI, etc.
- Concepts of IT service management
- The service lifecycle
- The five core publications/concepts
- Key concepts, terms and definitions
SECTION 2 – SERVICE STRATEGY
- Value creation
- Resources and Capabilities
- Developing a strategy
- Service Portfolio
- Financial Management
- Business Relationship
- Prioritization
SECTION 3 – SERVICE DESIGN
- Design Process – the 4 P’s
- Service Catalog
- SLA’s
- Capacity, Availability, Expectations
- Continuity
- Security
- Vendor Relationships
SECTION 4 – SERVICE TRANSITION
- Transition Concepts
- Transition Process
- Change Management
- Configuration Management
- Release and Deployment Management
- Retiring a service
SECTION 5 – SERVICE OPERATION
- Incidents, Events, Problems
- Help Desk/Tickets/Reporting
- Issues vs Requests
- New vs existing
- Escalation
- Training
- Knowledge Management
SECTION 6 – CONTINUOUS SERVICE IMPROVEMENT
- Models and Strategies
- Measurements and Metrics
- Think-Do-Act
- Risk management
- Continual Improvement
- After Action Reviews
SECTION 7 – PUTTING IT ALL TOGETHER
- The big picture
- Theory vs real world
- Who/What/Where/When
- What’s Next
Text: The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps, ISBN-13: 978-0975568613 and Itil® Foundation Complete Certification Kit - Study Book and eLearning Program - 4th edition, ISBN-13: 978-1743331361.