Last Update February 6, 2023
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About This Course

Course Overview :

The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL 2011 edition), ITIL is published in a series of five core volumes, each of which covers an ITSM lifecycle stage. ITIL underpins ISO/IEC 20000 (previously BS15000), the International Service Management Standard for IT service management, although differences between the two frameworks do exist. ITIL describes processes, procedures, tasks and checklists that are not organization-specific, used by an organization for establishing integration with the organization’s strategy, delivering value and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement and measure. It is used to demonstrate compliance and to measure improvement.

  • All attendees should have a basic knowledge of detailed process descriptions in the form of ITIL process flows.

Course Content

  • Introduction
  • Evolution of ITIL
  • Service Management as a Practice
    • Concept of Good Practice & ITIL
    • Concept of a Service
    • Concept of Service Value
    • Concept of Service Management
    • Value Creation through Services
    • Technologies Private Limited
    • Functions and Processes
    • The Process Model & Characteristics
    • Role Definitions & RACI Model
    • Service Management Technology & Automation
  • The Service Lifecycle
    • Define & understand the follow
      • The Service Lifecycle
      • The ITIL Library
      • The Role of IT Governance
  • The Lifecycle Phase: Service Strategy
    • Functions and Processes in Service Strategy
    • Financial Management
    • Service Portfolio Management (SPM)
    • Demand Management

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