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ITIL Foundation 2011

Information Technology Infrastructure Library Foundation

Thời lượng: 24 giờ | Ngày khai giảng: 21/07/2018 | Ngày học: Thứ 7 - Giờ học: 08:00-17:00

At the end of the training, participants are expected to:

  • Identify and appreciate the various ITIL processes involved in IT Service Management
  • Learn the key business benefits of these processes and how to integrate them into your business' IT services model
  • Gain insights into the synergy between organizational IT and the overall business
  • Learn ITSM concepts via an exciting and interactive simulation and practical case studies for easy implementation in the future
  • Obtain the “Foundation Certificate in IT Service Management”

 

Who Should Attend:
  • IT Managers
  • IT consultants
  • Key Business Users
  • IT Professionals
  • IT Support Staff
  • Application Manager
  • Project and Business Managers
  • Any member of an IT team involved in the delivery of IT Services.

 

 

 

 

Module 1 : Introduction to Service Management Lifecycle

  • Introduction/Housekeeping
  • Introduction to key ITIL® concepts
  • IT as a Service
  • Introduction to processes and process management
  • The Service Lifecycle approach
 

Module 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 
  • Business Relationship Management
  • Service Strategy Review Questions
 

 Module 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 
  • Information Security Management 
  • Supplier management 
  • Design Coordination
  • Service Design Review Questions

Module 4: Service Transition

  • Purpose, goal, objectives & Scope 
  • Service Transition value to the business 
  • Technology and architecture in Service Transition 
  • Service Transition Processes 
  • Transition, Planning and Support
  • Change Management 
  • The 7 R’s of Change Management 
  • Service Asset and Configuration Management 
  • Release and Deployment Management 
  • Knowledge Management
  • Service Transition Review Questions
 

Module 5 : Service Operation

  • Purpose, goal, objectives & scope 
  • Service Operation definitions 
  • Service Operations Processes 
  • Event Management
  • Incident Management 
  • Request Fulfillment 
  • Problem Management 
  • Access Management
  • Service Operation Review Questions

 

Module 6 : ITIL Function

  • The Service Desk 
  • Technical Management 
  • Application Management 
  • IT Operations Management 
 

Module 7 : Continual Service Improvement

  • Purpose, goal, objectives & scope 
  • Models and Processes 
  • The Deming Cycle 
  • Measurement and metrics 
  • Continual Service Improvement activities 
  • Continual Service Improvement model 
  • Continual Service Improvement Review Questions
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