Training in ITIL

The Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for managing Information Technology (IT) services (ITSM), IT development and IT operations.

ITIL gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs. ITIL is published in a series of books, each of which covers an IT management topic. The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's Office of Government Commerce (OGC).

Responding to growing dependence on IT, the UK Government's CCTA in the 1980s developed a set of recommendations. It recognised that without standard practices, government agencies and private sector contracts were independently creating their own IT management practices.

Table of Content:

1) The ITIL Qualification Scheme
     a) Three Levels Of Qualification
     b) Qualification Bodies

2) Service Management as a practice
     a) Service packages
     b) Processes, functions and roles

3) The Service Lifecycle
     a) The ITIL Service Management Practices
     b) The Service Lifecycle

4) Service Strategy
     a) Scope
     b) Processes

6) Services Transition
     a) Scope
     b) Processes

7) Service Operation
     a) Goals and Objectives
     b) Key principles

8) Continual Service Improvement
     a) Business Value
     b) Processes

9) Service Management Technology
     a) Generic Requirements
     b) Service Automation

10) How it all fits together
     a) Strategy Implementation
     b) Monitoring and Control

11) The examination and exam preparation
     a) The examination
     b) Exam preparation

12) Sample ITIL version 3 Foundation Examination
     a) Sample Question
     b) Answers to sample questions

The IT Infrastructure Library originated as a collection of books, each covering a specific practice within IT Service Management. ITIL was built around a process-model based view of controlling and managing operations often credited to W. Edwards Deming and his PDCA cycle.

Once the candidates have completed their training, they can take the exam required for certification.

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Pricing of some of the programs may vary. Please contact us for more details.