ITIL Foundation Certificate in IT Service

ITIL Foundation Certificate in IT Service

Course Fee: 10000 Tk

Class Start: 03/01/2017

Overview: Learn about the international standard for IT Service Management (ITSM) and earn an internationally recognized ITIL® Foundation Certificate in 24 hr. The ITIL foundation course is specifically designed for anyone working in IT wanting to gain knowledge in IT Service Management best practice. Our ITIL® training teaches essentials of IT Infrastructure Library (ITIL®) and helps you to understand how your organization can benefit significantly by applying the ITIL principles to your work environment.


Course Outline

Service Lifecycle

• Details the basic terminologies of IT Service Industry

• Understand IT Service Management and RACI matrix

Service Strategy

• Financial Management

• Demand Management

• Service Portfolio Management

• Service Improvement Plans

• Business Relationship Management


Service Design

• Service Level Management

• Service Level Agreement

• Operational Level Agreement

• Underpinning Contract

• Supplier Management

• Availability Management

• Capacity Management

• Information Security Management

• Service Catalogue Management

• Service Design Packages

Service Transition

• Service V Model

• Evaluation, Testing, Validation, Release and Deployment

• Change Management

• Service Asset and Configuration Management

• Knowledge Management

Service Operation

• Event Management, Incident Management

• Access Management

• Request Fulfillment

• Problem Management

• Local Service Desk

• Centralized Service Desk

• Virtual Service Desk

• Follow-the-sun Service Desk

• Technical Management

• Applications Management

• IT Operations Management

• Facilities Management

• Operations Control

Continual Service Improvement (CSI)

• CSI Approach

• 7-Step improvement process

• Deming’s cycle