Description
This entry-level qualification training offers participants general awareness of key concepts, structure, elements, and terminology used in Information Technology Infrastructure Library (ITIL) Service Lifecycle, including linkages between Lifecycle stages, core principles, processes implemented and their contribution to Service Management practices
Upon completion, candidates can expect to gain a general overview, and basic knowledge and understanding of ITIL.
Program Objectives
In details, at the end of this training, attendeesare expected to :
- Comprehend Service Management as a practice
- Understand ITIL Service Lifecycle
- Master concepts and definitions
- Valuekey principles, structures and Models
- Raisetheir awareness on selected processes
- Profile selected functions and roles
- Understand technology and architecture
- Utilize competence and training
SESSIONS
HOURS :
- CommencingService Management and ITIL (1 hour)
- Mastering Service Strategy and Demand Management (2 hour)
- Valuing Service Design (2 hour)
- Mastering Service Catalogue and Service Level Management (1 hour)
- Familiarizing Service Transition (2 hour)
- Commencing Change Management, Asset and Configuration Management (1 hour)
- Valuing Knowledge, Release and Deployment Management (1 hour)
- Mastering Service Operation (2 hour)
- Understanding Event, Incident, Request Management (1 hour)
- Commencing Problem and Access Management (1 hour)
- Planning for Continual Service Improvement (1 hour)
- Mastering Authority Matrix with RACI Model (1 hour)
TOTAL HOURS : 16
Training Methodology
In order for effective learning and full appreciation, the course will be delivered with 30% of the time devoted to important concepts and other theory topics and 70% allotted for hands-on lab exercise and case studies. Training lead will be assisted by presentation slides and actual demonstrations for clear understanding and smooth follow-through during the sessions. Active participation will be encouraged through individual work and collaborative effort.
Targeted Participants
Officers, supervisors and managers or any personnel who require basic understanding of IT framework, how ITIL is implemented to enhanced the quality of IT Service Management within their organization. On top of that, it is also intended for anyone who needs to be informed about, or contribute to an ongoing service improvement programme
