ITIL Foundation Course

Unit 1: ITIL And The Service Lifecycle

Introduction of ITIL (The Framework, Lifecycle, Publications, Quality, and Governance)

Introduction of Best Practices and Guidelines

Introduction of relationship between various ITIL lifecycle processes

Understanding of Functions, Processes, and Roles

Unit 2: Service Strategy

Introduction of Service Strategy (The Concept, Objectives, and its Fit within the ITIL Framework)

Key Definitions (Value, Warranty and Utility, Resources, Service Portfolio)

Introduction of Service Strategy Processes

Demand Management

Financial Management

Explanation of a Business Case

Explanation of how may all these work in your organization

Unit 3: Service Design

Introduction of Service Design (The Concept, Objectives, and its Fit within the ITIL Framework)

Key Definitions (Four Ps, Five Major Aspects of Design, Service Package)

Introduction to Service Design Processes

Service Level Management

Service Catalogue Management

Supplier Management

Capacity Management

Availability Management

IT Service Continuity Management

Information Security Management

Explanation of Business Value

Explanation of how may all these work in your organization

Unit 4: Service Transition

Introduction of Service Transition (The Concept, Objectives, and its Fit within the ITIL Framework)

Introduction to Service Transition Processes

The Transition Planning & Support Process

The Change Management Process

The Service Asset & Configuration Management Process

The Release & Deployment Management Process

Knowledge Management

Explanation of how may all these work in your organization

Unit 5: Service Operation

Introduction of Service Operation (The Concept, Objectives, and its Fit within the ITIL Framework)

Key Concept (Role of Communication)

Introduction to Service Operation Function

The Service Desk

The Technical Management Function

The Application Management Function

The IT Operations Management Function

Introduction to Service Operation Processes

The Incident Management Process

The Event Management Process

The Request Fulfilment Process

The Problem Management Process

The Access Management Process

Explanation of how may all these work in your organization

Unit 6: Continual Service Improvement

Introduction of Continual Service Improvement (The Concept, Objectives, and its Fit within the ITIL Framework)

Key Definitions

The Deming Cycle

The Seven-Step Improvement Process

Governance and ITSM

CSI Approach

Success Model

Measurements & Metrics

Explanation of how may all these work in your organization

Unit 7: Technology And Architecture

Overview of some of the products available in market helping in ITSM journey

Architecture Guidelines