What is ITIL?
The ITIL (IT Infrastructure Library) consists of 6 sets: Service Support; Service Delivery; Planning to Implement Service Management; ICT Infrastructure Management; Applications Management; The Business Perspective. Within these a variable number of very specific disciplines are described.
Although the UK Government actually created ITIL via the CCTA, it is rapidly being adopted across the world as the standard for best practice in the provision of IT Service. Although ITIL covers a number of areas, its main focus is certainly on IT Service Management (ITSM).
IT Service Management (ITSM) itself is generally divided into two main areas, Service Delivery and Service Support. Together, these two areas consist of 10 disciplines that are responsible for the provision and management of effective IT services.
Course Length: 28 hrs.

Course Description:
This course provides IT Managers and Practitioners with a practical understanding of IT Service Management, the underpinning core ITIL Service Delivery and Service Support Processes and implementation guidance. It describes a set of processes involved in developing an IT framework and features both lecture and interactive hands-on learning experience throughout the course. This results in a thorough grounding in the basic theory of ITSM, which can be used to take the Foundation Certificate in IT Service Management, or to participate in ITSM projects at any level. The ITIL Foundations Certification Exam is administered at the end of the course.

Who Should Attend?
IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services, IT Management, Business Unit Managers, IT Services Managers, Supplier Managers, Consultants and those responsible for the support and implementation of Information Technology will benefit from this course.

Benefits of Attendance:
ITIL advocates that IT services must be aligned to the needs of the business and underpin the core business processes. It provides guidance to organizations on how to use IT as a tool to facilitate business change, transformation and growth.
The ITIL best practices are currently detailed within five core publications which provide a systematic and professional approach to the management of IT services, enabling organizations to deliver appropriate services and continually ensure they are meeting business goals and delivering benefits.
The five core guides map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service into operation and finally, on to the monitoring and improvement phase of the service.
Adopting ITIL can offer users a huge range of benefits that include:
• improved IT services
• reduced costs
• improved customer satisfaction through a more professional approach to service delivery
• improved productivity
• improved use of skills and experience
• Improved delivery of third party service.
• Identify the Key ITIL processes
• Identify the Benefits of implementing each ITIL process in an organization
• Identify the Basic concepts related to each ITIL process
• Identify the Activities and roles involved in each process
• Identify the Relationship of each ITIL process to other processes
• Identify the Factors that impact the effectiveness of each ITIL process
Prerequisites: Familiarity with IT Services is recommended.

Course Outline:
Lesson 1: Introduction
Introduction/Housekeeping
Introduction to key ITIL concepts
IT as a Service
Introduction to processes and process management
The Service Lifecycle approach
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
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
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
Feedback
Recap


*Content, days, and times vary depending on your location. Please view the outline on the checkout page prior to purchase or
contact the local center for more information
For admission and further queries please contact
K Md. Shafiul Alam Jony,
Sr. Account Executive
Cell: 01717875119
E-mail: [email protected]
New Horizons CLC of Dhaka.
House –7, Momtaz Plaza (3rd Floor), Road – 4, Dhanmondi.