Introduction to ITIL

ICTD International Centre for Training and Development

How long?

  • 5 days
  • in person

ICTD International Centre for Training and Development

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Who should attend

  • All IT Staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization.
  • IT professionals and IT planners; IT Managers; Business Executives, Planners, and Strategists; Computer & Systems Engineers & Programmers; Training & Human Resources Mangers in-charge of Organizational and IT Development

About the course

This course introduces the concepts of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It describes the IT Service Management Lifecycle. It also provides a set of specialized organizational capabilities for providing value to customers in the form of services.

Course Objectives

Upon successful completion of this course participants will be able to:

  • Gain a fundamental understanding of the ITSM lifecycle
  • Gain the knowledge necessary to prepare for the “Foundation Certificate in IT Service Management” examination from EXIN, ISEB or APM Group

Course Outline

Service Management as a Practice

  • Introduction to IT Service Management
  • ITIL introduction

Service Lifecycle

  • Introduction of the lifecycle stages

Key Principles, Models and Concepts

  • Introduction to key principles, models and concepts

Concepts, Roles and Functions

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Technology and Architecture

  • Architecture and technology to manage the IT

Services

  • ITIL® Qualification Scheme
  • Revision and Mock Examination

Course Methodology

A variety of methodologies will be used during the course that includes:

  • (30%) Based on Case Studies
  • (30%) Techniques
  • (30%) Role Play
  • (10%) Concepts
  • Pre-test and Post-test
  • Variety of Learning Methods
  • Lectures
  • Case Studies and Self Questionaires
  • Group Work
  • Discussion
  • Presentation

Videos and materials

Introduction to ITIL at ICTD International Centre for Training and Development

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