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ITIL 2011 Foundation

ITIL 2011 Foundation

Duration (Days)

3

Overview

This course is designed to learn about the principles and core elements of IT service management based on the ITIL v3 practices.

Objectives

  • Implement processes in organisation

  • Gain access to a standardized vocabulary

  • Learn the main processes, relationships, benefits and challenges of ITIL v3

  • Understand the holistic service lifecycle approach that forms the core of ITIL v3

  • Prepare for the certified ITIL v3 Foundation exam

Course Outline

  • Introduction to ITIL

  • ITIL v3 processes and functions

  • ITIL certification scheme

  • Service operation

  • Known error database

  • Service operation processes

  • Service operation functions

  • Service transition

  • CMS components

  • Service strategy

  • Service design

  • Continual service improvement

  • 7 step improvement process

  • Terms Exam

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