ITIL Online Training Modules Overview

Module 1 – What is an ITIL & ITSM?

• Introduction to ITSM and ITIL
• Service management Approach
• Objectives of IT service Management
• ITIL A process oriented approach to ITSM
• What is a Best Practice?
• ITIL Background
• Outline of information that is covered in ITIL v3 foundation Training
• Benefits of ITSM implementation through ITIL

Module 2 – Certification & Key Definition

• ITIL foundation certification
• Foundation Score Sheet Sample
• ITIL key Definition
• ITIL Model

Module 3 – Service Desk

• Mission of Service Desk
• Service Desk vs Ruledesk and Call Center
• Function and Activities of Service Desk
• Types of Service Desk Rollouts
• Service Desk Personnel
• Critical Success Factors
• Service Desk Bottlenecks
• Service Desk KPIS

Module 4 – Incident Management

• Mission of Incident management
• Objective of incident management
• Key definition in incident management
• Incident records vs Problem records
• Incident Management Life cycle
• Incident detection and recording
• Incident Escalations
• Roles in incident management
• Incident Management Bottlenecks
• Critical Success Factors
• Incident Management KPIs

Module 5 – Problem Management

• Mission of problem management
• Objectives of problem management
• Key definitions in problem management
• Problem management vs Incident management
• Scope of Problem management
• Problem management Techniques
• Roles in Problem Management
• Problem management Bottlenecks
• Critical success Factors
• Problem Management KPIs
• Benefits of Problem management

Module 6 – Change Management

• What is change and change management
• Mission of change management
• Objective of change management
• Key terms in change management
• Scope of change management
• Change management process
• Change management activities
• Roles in change management
• Change management bottlenecks
• Critical success factor
• Change management KPIs

Module 7 – Release Management

• Mission of Release Management
• Goals of Release Management
• Key terms in Release Management
• Release Management Activities
• Roles in Release Management
• Release Management Bottlenecks
• Critical Success Factors
• Release Management KPIs

Module 8 – Configuration Management

• Mission of Configuration Management
• Objectives of Configuration Management
• Key Terms in Configuration Management
• Inputs and Outputs of Configuration Management
• Core Elements / Process of Configuration Management
• Roles in Configuration Management
• Configuration Management vs Asset Management
• Configuration Management Bottlenecks
• Critical Success Factor
• Configuration Management KPIs

Module 9 – Service Level Management

• Mission of Service Level Management
• Objectives of Service Level Management
• Scope of Service Level Management
• Key terms in Service Level Management
• SLM Process
• Elements of SLA
• Roles in Service Level Management
• Costs vs. Benefits
• Bottlenecks
• KPIs Service Level Management
• Critical Success Facto

Module 10 – ITServices Financial Management

• Mission of IT Services Financial Management
• Objectives of IT Services Financial Management
• Key Process activities of IT Services Financial Management
• Charging and Pricing Policies
• Process of IT Services Financial Management
• IT Services Financial Management Bottlenecks
• IT Services Financial Management KPIs
• Critical Success Factor

Module 11 – Capacity Management

• Mission capacity management
• Objectives of capacity management
• Key terms in capacity management
• Capacity management process

Module 12 – Availability Management

• Mission of Availability Management
• Objectives of Availability Management
• Scope of Availability Management
• Key Concepts of Availability Management
• Process of Availability Management
• Availability Management Metrics
• Methodologies in Availability Management
• Roles in Availability Management
• Availability Management Bottlenecks
• Availability Management KPIs
• Critical Success Factor

Module 13 – IT Service Continuity Management

• Mission of ITSCM
• What is Continuity Management?
• Objectives of ITSCM
• Scope of ITSCM
• Key Concepts of ITSCM
• Business Continuity Life Cycle
• Roles in ITSCM
• Bottlenecks
• KPIs
• Critical Success Factor

Module 14 – Security Management

• Mission of Security Management
• Objectives of Security Management
• Key Concepts of Security Management
• Process of Security Management
• Security and the SLA
• Roles in Security Management
• Bottlenecks
• KPIs
• Critical Success Factor
• ITIL v3 Foundation_Summary

CONCEPTS OF IT SERVICE MANAGEMENT

• The efficient development of new services and the improvement of existing services
• Good practice
• Functions, roles and processes

The service lifecycle

• Design, development and utilization of services
• Utility and warranty
• Service design and the business
• IT and the business integration
• ITIL Service Lifecycle

The five core processes

• Service strategy
• Service design
• Service transition
• Service operation
• Continual service improvement
• The value of the ITIL service lifecycle
• Integrating the processes throughout the lifecycle
• Explaining the objectives and scope for each phase
• ITIL Core Concepts

Identifying and documenting the services

• Service portfolio
• Service catalog
• Business case
• Risk
• Service provider
• Supplier
• Service Level Agreement (SLA)
• Operational Level Agreement (OLA)

Optimizing the infrastructure

• Service request
• Change and release
• Event, alert and incident
• Known error and Known Error Database (KEDB)
• Service Knowledge Management System (SKMS)
• ITIL Key Principles and Models

Value-creation through services

• Balancing opposing forces
• Management information systems and tools

Exploring the importance of people, processes, products and partners

• Critical success factors
• Measurement methods and metrics
• ITIL Processes
• Service strategy

Service portfolio management

• Financial management for IT services
• Business relationship management
• Service design

Service Level Management (SLM)

• Design coordination
• Service catalog management
• Supplier management
• Risk assessment and IT service continuity management
• Defining the scope of information security management
• Capacity management
• Availability management

Service transition

• Business value, asset and configuration management
• Explaining the objectives of change management
• Knowledge management
• Transition planning
• Release and deployment management

Service operation

• Process activities of incident and problem management
• Request fulfillment
• Stating the purpose of event and access management

Continual service improvement

• The seven-step improvement process
• The Deming Cycle (plan, do, check, act)
• Critical Success Factors (CSF) and KPIs
• Types of metrics
• Service Management Functions and Roles

Outlining IT organization functions

• Service desk function
• IT operations function
• Technical management function
• The application management function

Defining service roles

• The responsibilities of key roles in service management
• Process owner
• Service owner
• Process manager
• Process practitioner
• Recognizing the RACI responsibility model and its role in determining organizational structure
• How service automation assists with integrating service management processes
• The efficient development of new services and the improvement of existing services
• Good practice
• Functions, roles and processes

Job Opportunities in ITIL

It’s an open fact that this is an industry where opportunities are quite plenty. If you have got the right set of skills & qualification, the jobs are waiting for you—now and in the future. To be clearly precise the whole world is facing shortage of skilled experts in this domain & most of the companies are coming forward offering whopping salary packages for the right talented experts who have successfully completed their training certification from a qualified institute. Make the most out of the rising career opportunities in the domain of ITIL by availing our SacrosTek Systems Training complete industry concentric ITIL Online Training certification program

SacrosTek Systems offer certification programs for ITIL. Certificates are issues on successful completion of the course and the assessment examination. Students are requested to participate in the real-time project program to get first-hand experience on the usage and application of the ITIL. The real-time projects are designed by our team of industry experts to help students get best possible exposure to the ITIL and its applications.