Objectives
- Understand the ITIL® 2011 qualification scheme
- Explain the best practices of Service Management
- Describe Service Lifecycle
- Identify key principles and models of ITIL® 2011
- Define generic concepts in ITIL® 2011
- Discuss the processes, roles and functions in ITIL® 2011
- Summarize the use of technology with ITIL® 2011
Course delivered by TMMS Solutions Private Limited (Under the following brand names):
- Consultants Factory
- ilmil
Accredited course by Peoplecert.
Duration: 16 Hours
The exam format is as follows:
- Multiple choice examination questions
- 40 questions
- 26 marks required to pass (out of 40 available) – 65%
- 60 minutes’ duration
- Closed book.
Course Materials
Lessons
Lesson 1. IT Service Management Basics
- Topic 1: ITIL Introduction
- Topic 10: Roles
- Topic 11:Types Of Services
- Topic 12: Service - Value Creation
- Topic 13: Types Of Service Providers
- Topic 14: Service Management Roles
- Topic 15: RACI Matrix
- Topic 16: Benefits Of Using RACI Matrix
- Topic 2: Stages Of ITIL Lifecycle (Part-1)
- Topic 3: Stages Of ITIL Lifecycle (Part-2)
- Topic 4: Stages Of ITIL Lifecycle (Part-3)
- Topic 5: History Of ITIL
- Topic 6: ITIL Qualification Scheme
- Topic 7: Service Related Details
- Topic 8: Service Definitions & Functions
- Topic 9: Processes
Lesson 3. Service Design
- Topic 1: Service Design
- Topic 10: Information Security Management
- Topic 2: Four P's Of Service Design
- Topic 3: Service Catalog Management
- Topic 4: Service Level Management
- Topic 5: Supplier Management
- Topic 6: Availability Management
- Topic 7: Capacity Management
- Topic 8: IT Service Continuity Management (Part-1)
- Topic 9: IT Service Continuity Management (Part-2)
Lesson 4. Service Transition
- Topic 1: Change Management
- Topic 2: Normal Change Process Flow
- Topic 3: Change Scheduling
- Topic 4: Service Asset & Configuration Management
- Topic 5: Release & Deployment Management (Part-1)
- Topic 6: Release & Deployment Management (Part-2)
- Topic 7: Knowledge Management (Part-1)
- Topic 8: Knowledge Management (Part-2)
- Topic 9: Transition Planning & Support
Lesson 5. Service operation
- Topic 1: Service Operation
- Topic 10: Access Management
- Topic 11: Event Management
- Topic 2: Service Desk
- Topic 3: Technical & Application Management
- Topic 4: IT Operations Management
- Topic 5: Four Functions
- Topic 6: Service Operation Processes
- Topic 7: Incident Management
- Topic 8: Problem Management
- Topic 9: Request Fulfillment
