ITIL Foundation

Event type:Tech Skills
Organised by:
675

Event Details

09:30
- 17:00
Mon, February 15 2021
- Wed, February 17 2021

Concepts of IT Service management
1. Understand the key concepts of service management
1.1Recall ITSM definitions
1.2 Describe the key concepts of creating value with services
1.3 Describe the key concepts of service relationships
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
2.1 Describe the nature, use and interaction of the guiding principles
2.2 Explain the use of the guiding principles
Understand the four dimensions of service management
Understand the purpose and components of the ITIL service value system
4.1 Describe the ITIL service value system
Activities of the Service Value Chain
5. Understand the activities of the service value chain, and how they interconnect
5.1 Describe the interconnected nature of the service value chain and how this supports value streams
5.2 Describe the purpose of each value chain activity
Purpose of Key ITIL practices
6. Know the purpose and key terms of 15 ITIL practices 6
6.1 Recall the purpose of the following ITIL practices
Information security management (5.1.3)
Relationship management (5.1.9)
Supplier management (5.1.13)
IT asset management (5.2.6)
Monitoring and event management (5.2.7)
Release management (5.2.9)
Service configuration management (5.2.11)
Deployment management (5.3.1)
Continual improvement (5.1.2)
Change control (5.2.4)
Incident management (5.2.5)
Problem management (5.2.8)
Service request management (5.2.16)
Service desk (5.2.14)
Service level management (5.2.15)
ITIL Definitions
6.2 Recall definitions of the following ITIL terms
IT asset
Event
Configuration item
Change
Incident
Problem
Known error
ITIL Practices (Detail)
7. Understand 7 ITIL practices
Continual improvement (5.1.2)
Including: -The continual improvement model (4.6, fig 4.3)
Change control (5.2.4)
Incident management (5.2.5)
Problem management (5.2.8)
Service request management (5.2.16) f)
Service desk (5.2.14)
Service level management (5.2.15 –5.2.15.1)

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