ITIL (V3) SERVICE MANAGMENT-FOUNDATION....What you're expected to know!!!

Hi,
So many questions have been coming in as regards what the ITIL Foundation Training. But top of the questions is , "What are we expected to know?".

The answer is not a straight one- ti will be effectively answered in 2 days. Thus, I outlined the topic, and what you are expected to have learn at the end of the training.

You can download the attachment for the complete outline.

Day 1
Topic 1 (Introduction to ITIL)
This topic begins;
The great journey to ITIL by understanding the History of ITIL (IT Infrastructure Library), and why it provides a framework of Best Practice guidance for IT Service Management and since its creation.
The Qualification Schemes, the success characteristics of ITIL in terms of Proprietary, Prescriptive, best practice and good practice, etc.
Clear cut understanding of the ITIL Value on the ground of its unequal strategy, stability and reliability.
The CORE Guidance books and x-raying their respective relevance, as well as their business alignment in the overall IT Service Management.
The Potential Challenges of ITIL in its practicality.
Topic 2 (ITIL Service Management Concept)
The areas covered are;
The Introduction to ITSM. Here, we begin with the analogy and real case scenario of Electricity, Water Supply, etc. We’ll realise why ITIL is used to Provide Services to Business Customers that are fit-for purpose, stable, reliable, such that the businesses view them as trusted utility.
We’ll get familiar with the 3 main Products of ITSM Practices and their purpose.
We’ll bring to light, the concept Service ,Service Portfolio, Service Pipeline, Service catalogue, Resources and Capability, Service Management, Service Asset, and the tools called UTILITY and WARRANTY, as relates to IT Services.
Service Management, as a specialized capacity that provides value to customer, and its related processes- SLT, SLR, SLA.
Deming Cycle of Quality (P-D-C-A) and the Architecture of The ITIL Service Lifecycle, Process Management and Processes defined and characteristics explained I practical sense.
Topic 3 (Service Desk Support)
What it Service Desk? Why should its value never be underrated? What do we have to compensate for poor or lack of Service Desk? Why do we need the right people for the task of Service Desk?
The Aim and roles will be understood
The types of Service Desk will be clarified as it suit our business or and service needs.
The Service Desk Metrics which helps to determine the health, maturity and efficiency of the Service Desk Operation.
The critical Success factor for Service Desk operations.

Topic 4 (Event Management)
Since Events occur all the time, there is a need for them to be detected and registered.
Event has to be defined with our framework, with its purpose, priority determined.
Differences between monitoring and event management, and the Value of Even Management to business.
The ITIL Categories of Events and metrics.
Challenges of Event Management in its practical sense.

Topic 5 (Incident Management)
The Concept and Scope of Incident and incident Management and its goal.
The value of incident management to business; the incident timescale, incident models.
Incident Categorization and prioritization, Major incident, incident closure
Lifecycle of incident and escalation.
Challenges and Critical Factor of Incident Management.
Possible Risk of Incident

Topic 6 (Problem Management)
Introduction of Problem Management with its relationship incident.
Definition and Objective of Problem Management, with respect to
Problem Value to Business and other higher value; Service availability, and productivity, reduction of expenditure on workarounds, and ultimately reduction in effort in fire fighting , etc.
Processes activities, methods, process and techniques of management.
Problem Management Processes and the role of a Problem Manager.

Topic 7 (Change Management)
What is Change? Why does a change occur? What is change meant to achieve?
Understanding Change Management, the goals of Change management and the 7 Rs of Change.
The 3 Types of Change Model, and what to do if our change fails (Remediation Planning).
Change Advisory Board, Emergency Change Advisory Board, Change Records, Change Schedule, , etc.
Understanding Change Management Activities:-RAC+PCE

Folorunsho
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