ITIL® – or IT Infrastructure Library – is the world’s most widely accepted IT service management approach, with more than 2 million people certified. Provides a connected set of best practices from both the public and private sector.
Provides a basic understanding of the ITIL® framework and how it improves IT Service Management.
How to identify opportunities for improvement in the different stages of the ITIL® lifecycle.
How to implement ITIL® processes that enable the delivery of reliable customer support services.
Provides knowledge of service management systems, delivery of new and updates services, technology architecture, processes and measurement systems, and methods and metrics to meet user needs.
Apply RCV (release, control and validation) practices to enable organizations to successfully plan, test and implement new services, aligned with the needs of the organization or user.
Design, develop and implement a service provider strategy that works alongside the overall organizational strategy.
Following on from the Service Strategy and Service Design stages of the ITIL® Service Lifecycle, this course teaches students to plan and manage the move into initial operation for the new or improved resources.
Enable portfolio, service level, service catalogue, demand, supplier and financial management by applying SOA (Service Offering and Agreements) practices.
Following on from the service strategy, design and transition phases of the IT Service Lifecycle, this course provides the crucial knowledge to sustain and maintain the products and services developed or implemented.
Learn how to adopt and adapt the ITIL® framework to support and achieve your organization’s objectives.
Learn to design services that meet the needs of the organization or program.
Become an ITIL® Expert and demonstrate a complete knowledge of the ITIL® framework.