Information Technology (IT) has become increasingly vital to organizations seeking to support business strategy during an economic downturn and to increase the organization's competitive advantage once market conditions improve. The steadily increasing size and complexity of today's IT environments (often combined with shrinking budgets) leads to significant challenges for organizations wishing to deliver world class service aligned with business needs. The Information Technology Infrastructure Library (ITIL) can help you build a strategic and operational framework in order to ensure that IT delivers maximum value to the business and positions the organization for long-term growth and success. Learn about process improvements, benefits, and challenges of ITIL, and get your ITIL Foundation certification. This course includes practice sessions, quizzes, exam strategies, and test-taking tips. ITIL® Foundations covers five core disciplines: •Service Strategy •Service Design •Service Transition •Service Operations •Continual Service Improvement These disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value and ROI and enabling IT to solve specific operational needs. This course includes handouts and references useful after the class, as well as practice sessions, quizzes, exam strategies, and test-taking tips. Certification test voucher included.What You'll Learn •Key concepts of ITIL •Important principles for improving IT operations •Vital processes and functions •Practical guidance for applying ITIL to everyday IT situations •How to align with business, control costs, and improve IT service quality •Strategies to balance IT resources Who Needs to Attend Anyone seeking ITIL Foundation certificationEveryone interested in aligning IT with businessControlling or reducing IT costsImproving IT service qualityBalancing IT resources in the most effective mannerAll IT professionalsIT project managersIT managersIT project or team membersCoordinatorsNetwork operatorsBusiness process analystsIT architectsConsultantsSystems integratorsHelp desk managers and staffPlannersManaged service providersOutsourcersApplication developersOther IT-related positionsPrerequisites Familiarity with IT terminology and IT-related work experience are recommended Course Outline 1. Service Management Defined IT services and what they really do How IT services deliver value to customers Value and importance of IT service management 2. ITIL Introduction Good practices Ease ITIL adoption ITIL qualification scheme, bodies, and certifications 3. Service Strategy Design, develop, and implement service management Service management as a strategic asset Setting objectives and expectations Identify and select prioritization opportunities 4. Service Design Design and develop services Develop processes Design principles and methods Convert strategy into services 5. Service Transition Develop and improve capabilities Improved methods for transitioning new and changed services into operation Manage the complexity related to changes Prevent undesired results while enabling innovation 6. Service Operation Effectively and efficiently deliver support services Ensure value to customer and service provider Maintain stability while allowing for changeOrganize to improve IT support to customers 7. Continual Service Improvement Create and maintain value for customers Importance of better design, introduction, and operation of services Improving service quality, business continuity, and IT efficiency Link improvement efforts to strategy, design, and transition 8. Exam-Taking Tips Important techniques to help you pass your exam 9. Practice Exams In-class and take-home exam preparation Simulated exam ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
04/22/13 - 04/24/13 8:30 AM - 5:00 PMEastern Time
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