ITIL Foundation

Course Overview

ITIL (Information Technology Infrastructure Library) is the most widely accepted approach to IT Service Management in the world. This course covers the topics required to prepare for the ITIL certification exam: Foundation Certificate in IT Service Management

Duration: 1 week

• The importance of IT Service Management and the IT Infrastructure
• The Service Management processes, and terminology
• Service Support
  • Monitoring and Controlling IT Assets
  • Customer Liaison and the role of the Service Desk
  • Incident control techniques
  • Problem Resolution Mechanism
  • Change Control Procedures
  • Release Management
• Service Delivery
  • Service Level Management
  • Capacity Planning
  • Availability Management
  • Financial Management for IT services and IT Service Continuity