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ITIL TRAINING COURSE CONTENT


Module 1: Introduction

  • What is ITIL?
  • Benefits of getting ITIL certified
  • Service Management as a practice
  • Introduction
    • What is a Service?
    • Types of Service
    • Customer
    • Types of Customers
    • Stakeholders
  • Service Management
    • IT service management and IT service provider
    • Service provider types
  • Processes and Functions
    • What is a process?
    • The process model
    • Characteristics of a process
    • What is a function?
    • Service automation
  • ITIL service lifecycle
  • Case Study 1
  • Quiz

Module 2: Service Strategy

  • Purpose, Objectives and Scope
  • Value of Service Strategy to business
  • Key concepts and definition
    • Utility and warranty
    • Assets, resources and capabilities
    • Governance
    • Risk Management
    • Patterns in Business activity
  • Processes
    • Service Portfolio management process
    • Purpose, Objective and Scope of SPM process
    • What is Service portfolio?
    • Financial management process
    • Purpose, Objective and Scope for FM process
    • Budgeting, IT accounting and charging
    • Business case and its structure
    • Business Relationship management process
    • Purpose, Objective and Scope of BRM process
    • Difference between Business Relationship management and Service Level management
  • Quiz

Module 3: Service Design

  • Purpose, Objectives and Scope of Service Design
  • Service Design package and its contents
  • Four key elements of Service Design
  • Service composition
  • Major aspects of Service Design
  • Service Level Management
    • Purpose, Objectives and scope of SLM
    • SLR and SLA
    • SLA contents
  • Monitoring and Improving Service Delivery
    • Service review and improvement
  • Processes
    • Service Catalogue management process
    • What is a Service Catalogue?
    • Purpose, Objectives and Scope of SCM process
    • Availability management process
    • Effect of Downtime
    • Improving Availability
    • Reliability and Serviceability
    • Information Security Management process
    • Information Security Policy
    • Supplier Management process
    • Supplier categorization
    • Capacity Management process
    • Sub processes of CM process
    • Capacity planning
    • IT Service continuity management process
    • Assessing Business impact
    • Assessing Risk
    • Design coordination process
  • Roles and responsibilities
    • RACI model
  • Quiz

Module 4: Service Transition and Change Management process

  • Purpose, Objectives and Scope
  • Value of Service Transition to Business
  • Change Management Process –
    • Purpose, Scope and Objectives
    • Types of changes
    • Change Advisory Board (CAB)
  • Processes
    • Transition planning and support process
    • Service Asset and Configuration management process
    • Configuration Items
    • Description of Configuration model
    • Configuration Management System
    • Knowledge Management process
    • Release and Deployment Management process
    • Release policy
  • Case Study 2
  • Quiz

Module 5: Service Operation

  • Purpose, Objectives and Scope
  • Service Desk function
  • Incidents, Problems, known errors, workaround
  • Processes
    • Incident and Problem management processes
    • Interface with other processes
    • Request Management
    • Event management
    • Access management
  • Quiz

Module 6: Continual Service Improvement

  • Purpose, Objectives and Scope of CSI
  • CSI approach
  • CSI register
  • Quality improvement using Deming’s cycle
  • Service measurement
  • Output of CSI
  • Seven step improvement process
  • Quiz
  • Case Study 3

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