Information Technology Infrastructure Library (ITIL)

ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. The Foundation Level Course is geared toward entry level qualifications (ITIL Certification) which offers candidates a general awareness of the key elements, concepts and terminology used in the ITIL Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices.

The five core guides map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service into operation and finally, on to the monitoring and improvement phase of the service.

Information Technology Infrastructure Library (ITIL) Module 1
Service Management Practices and Strategies

• Service Management as a Practice
• Best Practices Approach and ITIL
• Services, Customers, and Stakeholders
• Introduction to The Service Lifecycle
• Understanding Service Strategies
• Key Concepts of Service Strategies
• Service Strategy Processes
• Portfolio Management
• Financial Management Process
• Business Relationship Management Process

Information Technology Infrastructure Library (ITIL) Module 2
Service Design and Business Requirements

• Understanding Service Design
• Purpose, Objectives, and Scope of Service Design
• Describing the Service
• Building the Service
• Service Level Management
• Aligning IT with Business Requirements
• Service Level Requirements
• The Other Service Design Processes
• Catalog Management
• Availability Management
• Supplier Management
• Capacity Management
• IT Service Continuity Management

Information Technology Infrastructure Library (ITIL) Module 3
Service Design Roles, Transitions, and Processes

• Service Design Roles
• Roles and Responsibilities in Service Management
• Designing Roles Using RACI Model
• Understanding Service Transition
• Change Management
• The Scope of Service Transition
• The Change Management Process
• Service Transition Processes
• Transition Planning and Support
• Service Asset Configuration Management

Information Technology Infrastructure Library (ITIL) Module 4
Lifecycle Stages and Service Improvement

• Delivering the Service
• The Service Operation Lifecycle Stage
• Organizing Service Operation
• Major Service Operation Processes
• Incidents and Problems
• Problem Management
• The Other Service Operation
• Event Management
• Request Fulfillment
• Access Management
• Understanding Continual Service Improvement

**Outlines are subject to change, as courses and materials are updated.**