Information Technology Infrastructure Library (ITIL )

Courses Information

The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of the business. ITIL is a framework that provides a comprehensive set of best practices and guidelines for managing IT services throughout their lifecycle.

ITIL is widely used in organizations around the world to improve the efficiency and effectiveness of IT service management. It provides a common language and a set of best practices that help organizations deliver high-quality IT services.

Curriculum

Module 1: Introduction

The ITIL 4 framework
The ITIL service value system (SVS)

The four dimensions model

Module 2: KEY CONCEPTS OF SERVICE MANAGEMENT

Value co-creation
Stakeholders
Service providers
Service consumers
Other stakeholders
Products and services
Service offerings

Service relationships
The service relationship model
Value
Outcomes
Costs
Risks
Utility and warranty

Module 3: THE FOUR DIMENSIONS OF SERVICE MANAGEMENT

Organizations and people
Information and technology
Partners and suppliers

Value streams and processes
External factors

Module 4: THE ITIL SERVICE VALUE SYSTEM

Service value system overview
Opportunity and demand
The ITIL guiding principles
Governance

Service value chain
Plan Improve Engage Design and transition Obtain/build Deliver and support
Value streams and the service value chain
Continual improvement
Practices

Module 5: - ITIL MANAGEMENT PRACTICES

General management practices
Architecture management
Continual improvement
Information security management
Knowledge management
Measurement and reporting
Organizational change management
Portfolio management
Project management
Relationship management
Risk management
Service financial management
Strategy management
Supplier management
Workforce and talent management
Technical management practices
Deployment management
Infrastructure and platform management
Software development and management

Service management practices
Availability management
Business analysis
Capacity and performance management
Change control
Incident management
IT asset management
Monitoring and event management
Problem management
Release management
Service catalogue management
Service configuration management
Service continuity management
Service design
Service desk
Service level management
Service request management
Service validation and testing
Relationships between practices and service value chain

Information Technology Infrastructure Library (ITIL )

Courses Information

Curriculum

Module 1: Introduction

Module 2: KEY CONCEPTS OF SERVICE MANAGEMENT

Module 3: THE FOUR DIMENSIONS OF SERVICE MANAGEMENT

Module 4: THE ITIL SERVICE VALUE SYSTEM

Module 5: - ITIL MANAGEMENT PRACTICES

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