ITIL V3 Course Outline
IN-608
ITIL V3 Course Introduction
- Course Goals and Objectives
- Enterprise IT Infrastructure Management
- History of ITIL as a Framework
- Design and Purpose of ITIL
- ITIL Support Systems
ITIL Course Topic Overview
- IT Governance Concepts
- IT Governance and Industry Standards
- The ITIL Service Lifecycle
- COBIT Process Model
- Introduction to Service Strategy
- Business Process Management Concepts
- Using a Configuration Management Database
ITIL Service Strategy Overview
- Service Management Concepts
- Development of a Service Strategy
- Financial Management Concepts
- Service Implementation
- Organizational Development
ITIL Service Strategy Planning
- Service Portfolio and Service Catalog Planning
- Introduction to Demand Management
- Business Relationship Management
- ITIL Service Strategy Implementation
ITIL Service Requirements Processing
- Understanding the Requirements Problem
- Gathering User Requirements
- Requirements Management Issues
- Output of Requirements Management
ITIL Service Design Overview
- Service Level Management
- Service catalog design
- Service Availability Management
- Service Capability Documentation
- Supplier Management in IT
ITIL Service Transition Overview
- Service Transition Planning
- Change Management
- Service Asset Concepts
- Configuration Management
- Knowledge Management
ITIL Service Operation Overview
- Overview of Service Operation Concepts
- Event and Incident Management
- Service Desk Operations
- Problem Management
- Access Control
ITIL Service Operation & Performance Monitoring
- Performance Management and Analysis
- Business Continuity Management
- Technical Management Considerations
- Operations Management with ITIL
ITIL Continual Service Improvement
- Governance of Services
- Understanding the Business Value
- Six Sigma For Service Operations
- Operational Service Metrics
