ITIL Online Curriculum
Curriculum Overview
The ITIL Online Foundation courseware provides a detailed, flexible introduction to the definitions, terms, objectives, concepts, benefits and relationships within core IT Service Management processes and functions, according to the ITIL (Information Technology Infrastructure Library) best practice framework.
The courseware covers the following:
- Structure of the library
- Key concepts and objectives of ITIL
- Overview of the relationships between the ITIL processes
- Detailed descriptions of the objectives, benefits, metrics, challenges, management reporting and interfaces of the Service Support (operational) and the Service Desk function
Audience
Anyone working in IT Services and requiring information about the ITIL best practice framework; for example, IT service providers, IT directors and managers, and CIOs.
Prerequisites
None.
Learn
- The value of ITIL principles for improving efficiencies within the IT Department of an organization
- The 11 core ITIL principles and their related functions
- How to make the Service Desk an efficient communication channel between users and the IT service provider
- The essential ITIL definitions
- How to prepare for certification by completing a sample ISEB ITIL Foundation Certificate examination
Accreditation
Upon completion of the content, the learner can sit the Information Systems Examination Board (ISEB) Foundation Certificate Examination.
Expected Duration
12 hours
Content Outline
Module 1 - Introduction to ITIL Online
- Introduce ITSM
- Introduce ITIL
- Overview of ITIL Components
Module 2 - Service Support: Keeping it running
- Service Desk
- Incident Management
- Problem Management
Module 3 - Service Support: Adapting to change
- Change Management
- Release Management
- Configuration Management
Module 4 - Service Delivery: Making it Available
- Availability Management
- IT Service Continuity Management
Module 5 - Service Delivery: Service Focus
- Financial Management for IT Services
- Capacity Management
- Service Level Management
Module 6 - Assessment
- Questions and conditions based on the sample ISEB ITIL Foundation Certificate Examination
