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This course covers the latest version of core ITIL best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL 2011 Edition.

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  • IT managers, supervisors and architects in IT departments
  • Operations managers and directors at central and local e-Government
  • e-Government project and program managers

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Session 1

Lesson 1:Introduction

  • Introduction to ITIL concepts
  • IT as a Service

Introduction to processes and process management

Lesson 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
  • Service Portfolio management
  • Demand management
  • Financial management

Lesson 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
  • Service Portfolio
  • Information Security Management
  • Supplier management

Session 2

Lesson 4:Service Transition:

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

Lesson 5:Service Operation

  • Purpose, goal, objectives & scope
  • Service Operation definitions
  • The Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management
  • Service Operations Processes
  • Event Management
  • Request Fulfillment
  • Problem Management
  • Access Management

Lesson 6:Continual Service Improvement

  • Purpose, goal, objectives & scope
  • Models and Processes
  • The Deming Cycle
  • Measurement and metrics
  • Continual Service Improvement activities
  • Risk management
  • Continual Service Improvement interfaces
  • Interface with Service Level Management

Lesson 7:Exam Preparation

  • Sample Exams

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Once this course is completed, the trainees will :

  • Identify the principles and concepts of IT Service Management based on ITIL 2011 Edition.
  • Identify the best practices of implementing ITIL 2011 Edition in an organization.
  • Define the terminology used in ITIL 2011 Edition
  • Identify the concepts and definitions used in the Service Lifecycle.
  • Define Service Strategy concepts
  • Define Service Design concepts
  • Define Service Operations concepts
  • Define Service Transition concepts
  • Define Continual Service Improvement concepts
  • Define the roles, processes, and components within key areas of IT Service Management

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