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PT9153
Training Summary
ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations. Since early 1990, ITIL has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version.
In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL now emphasizes the following areas:
- Assist in transforming IT Service Management onto a strategic business asset
- Assist in defining and managing the complete lifecycle of IT Service Management Process
- Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services
- Program slide presentation
- Syllabus document
- ITIL acronyms and glossary
- Sample examination questions and answers
Prerequisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
Additionally, to be eligible for the ITIL Intermediate qualification, candidates shall fulfill the following requirements:
- At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
- It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design publication in preparation for the examination
- There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
Duration
3 Days/Lecture & Lab
Audience
The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to:Chief information officers (CIOs)Chief technology officers (CTOs)ManagersSupervisory staffTeam leadersService designersIT architectsIT plannersIT consultantsIT audit managersIT security managersITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycleIndividuals who require a detailed understanding of the ITIL service operation stage of theITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organizationIT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involvedIndividuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certificationsIndividuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modulesIndividuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
Course Topics
- Introduction to Continual Service Improvement
- Continual Service Improvement Principles
- Continual Service Improvement Process
- Continual Service Improvement Methods and Techniques
- Organization for Continual Service Improvement
- Technology considerations for Continual Service Improvement
- Implementation Considerations
- Challenges, Critical success factors and risks
- Summary, Exam Preparation and Directed Studies