Thursday, December 29, 2011
ITIL® V3 Foundation (ITIL) Exam Preparation
CONTENT
1. Introduction
- A historical perspective of ft service management and ITIL
- ITIL today
- The ITIL value proposition
- The ITIL service management practices
- What is a service?
- Navigating the ITIL Service Management Lifecycle
2. Core guidance topics
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
- Lifecycle quality control
- ITIL conformance adaptation
- Getting started – Service Lifecycle principles
3. The ITIL Service Management Lifecycle – core of practice
- Functions and Processes across the lifecycle
4. Service Strategy — governance and decision-making
- Strategic assessment
- Developing strategic c4abilities
- Service Provider types – matching need to capability
- Services as assets – value creation
- Defining the market space
- Service Portfolios
- Service outsourcing – practical decision-making
- Return on investment ROI)
- Financial Management
- Increasing service potential
- Organizational development
5. Service Design – building structural service integrity
- Business value
- Five aspects of Service Design
- Identifying service requirements
- Service Design models
- Delivery model options
- Service Catalogue Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
6. Service Transition preparing for change
- Transition Planning and Support
- Change Management
- Assets and Configuration Management
- Release and Deployment Management
- Service Validation and Testing Releases
7. Service Operation
- Business value
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Operation functions
- IT Operations Management
- Application Management
- Service Operation and project Management
- Assessing and managing risk Service Operation
- Operational staff in Service and Transition
8. Continual Service Improvement
- Purpose of CSI
- CSI objectives
- Business drivers
- Technology drivers
- Service measurement
- Continual Service improvement processes
- Service reporting
- Complementary guidance
- ITIL and other frameworks, practices and standards
9. The ITIL Service Management Model
- Model element types
- Basic elements
- Creating a service
- Strategy generation
- Deciding the course & action to create a new service
- Satu PC multimedia dengan LCD monitor untuk satu peserta
- Modul materi dalam bentuk cetak hardcover dan CD
- Certificate of course completion
- Bebas akses Internet kecepatan tinggi
- Training kit
- Makan siang dan snack dua kali
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