ITIL Training Philippines: ITIL ® Foundation Certification Program

Course Benefits:

ITIL ® is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations. Since early 1990, ITIL ® has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL ® now emphasizes the following areas:

• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management Process
• Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services

This ITIL ® exam-preparatory training course provides comprehensive coverage of foundation concepts of ITIL ®. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL ® Edition 2011 Framework.

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• The evolution of Service management
• Definition of Service and Service Management
• Service Management as best practice
• The importance of adopting a service and continual improvement culture and approach
• Interface to other framework and standards (i.e. ISO/IEC 20000)

• The purpose, objectives and scope of the five ITIL ® service lifecycle stages
• Objectives and business value
• The main components (the new books) within the 5 stages in the lifecycle:
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

• Utility and warranty
• Assets, resources and capabilities
• Service portfolio
• Service catalogue (both two-view and three-view types)
• Governance
• Business case
• Risk management
• Service provider
• Supplier
• Service level agreement (SLA)
• Operational level agreement (OLA)
• Underpinning contract (UC)
• Service design package
• Availability
• Service knowledge management system (SKMS)
• Configuration item (CI) and Configuration management system
• Definitive media library (DML)
• Change and Change types (standard, emergency and normal); Change proposals
• Event
• Alert
• Incident
• Impact, urgency and priority
• Service request
• Problem
• Workaround
• Known error and Known error database (KEDB)
• The role of communication in service operation
• Release policy
• Types of services
• CSI register
• Outcomes
• Patterns of business activity
• Customers and users
• The Deming Cycle (plan, do, check, act)

• Service strategy
• Service design
  • Understand the importance of people, processes, products and partners for service management
  • Understand the five major aspects of service design
  • Service solutions for new or changed services
  • Management information systems and tools
  • Technology architectures and management architecture
  • The processes required
  • Measurement methods and metrics

• Service strategy
  • Service portfolio management
  • Financial management for IT services
  • Business relationship management
• Service Design
  • Service level management (SLM)
  • Service catalogue management
  • Availability management
  • Information Security management
  • Supplier management
  • Capacity management
  • IT service continuity management
  • Design coordination
• Service Transition
  • Change management
  • Release and deployment management
  • Knowledge management
  • Service asset and configuration management
  • Transition planning and support
• Service Operation
  • Incident management
  • Problem management
  • Event management
  • Request fulfillment
  • Access management
  • Continual service improvement
• Continual Service Improvement
  • Continual service improvement approach
  • Understand the role of measurement for continual service improvement
• Functions
  • The service desk function
  • The technical management function
  • The application management function with application development
  • The IT operations management function
• Roles
  • Process owner
  • Process manager
  • Process practitioner
  • Service owner
  • RACI Model
• Technology and architecture
  • Service automation assists and integrating service management processes