Program Outline

·         Introduction to ITIL 
·         Key Concepts of IT and Roles 
·         IT Service Management Concepts (types of services, type of service providers, classification of services, RACI, Service Assets, Governance, Risk & Type of Delivery Models) 
·         ITIL Service Lifecycle 
·         Service Strategy (Service Portfolio Management, Demand Management, Finance Management, BRM) 
·         Service Design (Design Coordination, Service Level Management, Supplier Management, Service Catalogue Management, Availability, Capacity, Continuity, Security Management) 
·         Service Transition (Transition Planning and Support, Change, Release & Deployment, SACM & Knowledge Management) 
·         Service Operation (Incident Management, Problem Management, Access Management, Event Management & Request Fulfilment) + 4 Functions (Technical Service Management, Application Management, IT Operations Management & Service Desk) 
·         Continual Service Improvement 
·         2 Mock Examination 
·         ITIL Foundations Certification examination


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