ITIL Training
Introduction to ITIL
Gain a comprehensive overview of ITIL (Information Technology Infrastructure Library), a widely adopted framework for IT service management. Learn about ITIL’s core concepts, practices, and benefits for managing IT services effectively.
ITIL Service Lifecycle
Explore the ITIL service lifecycle and its stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Understand how each stage contributes to delivering high-quality IT services.
Key ITIL Processes and Functions
Learn about the key ITIL processes and functions, including Incident Management, Problem Management, Change Management, Release Management, and Service Level Management. Understand how these processes work together to support IT service delivery.
Service Strategy
Discover the principles and practices of Service Strategy, including how to define and manage service offerings, understand customer needs, and develop strategic objectives for IT services.
Service Design
Explore the principles of Service Design, including how to design IT services that meet business requirements, ensure service quality, and align with the overall IT strategy.
Service Transition
Learn about Service Transition and its role in ensuring that new or changed services are transitioned smoothly into the live environment. Understand the processes involved in managing and controlling changes and releases.
Service Operation
Understand the principles of Service Operation and how to manage day-to-day IT service operations. Learn about the processes involved in maintaining service quality, handling incidents, and managing service requests.
Continual Service Improvement
Discover how to drive continual improvement in IT service management through the Continual Service Improvement (CSI) process. Learn how to assess and improve service performance, measure success, and implement enhancements.
ITIL Certification Preparation
Prepare for ITIL certification exams by reviewing key concepts, processes, and best practices. Practice sample questions and gain insights into the exam format and requirements to ensure successful certification.
Hands-On Labs and Practical Projects
Engage in hands-on labs and practical projects to apply your knowledge of ITIL. Work on real-world scenarios to develop practical skills in IT service management and improve your ability to manage IT services effectively.
ITIL Syllabus
1. Introduction
- Service Management Introduction
- Value
- Organizations and People
- Services and Products
- Service Offerings
- Service Relationship
- Outcomes
- Costs
- Risks
- Utility and Warranty
2. Four Dimensions of Service Management
- Four Dimensions of Service Management Introduction
- Organizational and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- PESTLE
- Applying the Four Dimensions
3. Service Value System
- Service Value System
- Opportunity, Demand, and Value
- Governance
4. Guiding Principles
- Guiding Principles Introduction
- Focus on Value
- Start Where You Are
- Progress Iteratively with Feedback
- Collaborate and Promote Visibility
- Think and Work Holistically
- Keep It Simple and Practical
- Optimize and Automate
5. Service Value Chain
- Service Value Chain Introduction
- Plan
- Improve
- Engage
- Design and Transition
- Obtain/Build
- Deliver and Support
- Value Streams
6. Continual Improvement
- Continual Improvement Introduction
- Continual Improvement Model
- What Is the Vision?
- Where Are We Now?
- Where Do We Want to Be?
- How Do We Get There?
- Take Action
- Did We Get There?
- How Do We Keep the Momentum Going?
- Continual Improvement and the Guiding Principles
7. General Management Practices
- Categories of Practices
- Management Practices
- Continual Improvement
- Information Security
- Relationship Management
- Supplier Management
- Knowledge Management
- Measurement and Reporting
- Organizational Change Management
- Portfolio Management
- Project Management
- Risk Management
- Service Financial Management
- Workforce and Talent Management
8. Service Management Practices
- Service Management Practices
- Change Control
- Incident Management
- Problem Management
- Service Desk
- Service Level Management
- Service Request Management
- IT Asset Management
- Monitoring and Event Management
- Release Management
- Service Configuration Management
- Availability Management
- Business Analysis
- Capacity and Performance Management
- Service Catalogue Management
- Service Continuity Management
- Service Design
- Service Validation and Testing
9. Technical Management Practices
- Technical Management Practices Introduction
- Deployment Management
- Infrastructure and Platform Management
- Software Development and Management
Training
Basic Level Training
Duration : 1 Month
Advanced Level Training
Duration : 1 Month
Project Level Training
Duration : 1 Month
Total Training Period
Duration : 3 Months
Course Mode :
Available Online / Offline
Course Fees :
Please contact the office for details