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Program Details

ITIL Foundation

Course Description

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for service management.
The ITIL Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for service management without further guidance.


Course Outline

  • Service Management
  • IT Down Business Down
  • ITIL – A Paradigm Shift
  • ITSM Lifecycle
  • 2 Escalation Models
  • What is a Process?
  • Concept of Utility and Warranty
  • UTILITY WARRANTY T/F
  • SS – Four Main Activities
  • SPM Process
  • RACI Model
  • Service Portfolio Management
  • Finance Management
  • Demand Management
  • Service Transition
  • Service Operation
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • CSI


Exam Code / Name

ThinkSmart Exam


Course Objectives

  • Service management as a practice (comprehension)
  • The ITIL service lifecycle (comprehension)
  • Generic concepts and definitions (awareness)
  • Key principles and models (comprehension)
  • Selected processes (awareness)
  • Selected functions (awareness)
  • Selected roles (awareness)
  • Technology and architecture (awareness)
  • Competence and training (awareness)


Linked Program

PMP


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