ITIL FOUNDATION

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 Practise?

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