ITIL® foundation course Agenda

Day 1:Chapter 1: Introduction to ITIL

• WHAT IS ITIL?• BEST PRACTICE• THE ITIL FRAMEWORK• OVERVIEW OF ITIL CERTIFICATIONS• SERVICE MANAGEMENT• PROCESSES AND FUNCTIONS• ROLES

Chapter 2: Service Strategy

• PURPOSE, OBJECTIVES, SCOPE AND VALUE OF SERVICE STRATEGY• KEY PRINCIPLES• PROCESSES AND ACTIVITIES• TECHNOLOGY CONSIDERATIONS

Chapter 3: Service design

• PURPOSE, OBJECTIVES, SCOPE AND VALUE OF SERVICE DESIGN• KEY PRINCIPLES• PROCESSES AND ACTIVITIES

Chapter 4: Service Transition

• PURPOSE, OBJECTIVES, SCOPE AND VALUE OF SERVICE TRANSITION• PROCESSES AND ACTIVITIES

Day 2: Revision:

• Chapter 2: Service Strategy • Chapter 3: Service design • Chapter 4: Service Transition

Chapter 5: Service Operation

• PURPOSE, OBJECTIVES, SCOPE AND VALUE OF SERVICE OPERATION • KEY PRINCIPLES • PROCESSES AND ACTIVITIES • ORGANIZING FOR SERVICE OPERATION

Chapter 6: Continual service improvement

• PURPOSE, OBJECTIVES, SCOPE AND VALUE OF CONTINUAL SERVICE IMPROVEMENT

• KEY PRINCIPLES • PROCESSES AND ACTIVITIES

Revision and Doubts

• WRAP UP OF THE COURSE • Sample ITIL Test

ITIL Foundation Exam from APMG

• DURATION: 60 minutes