ITIL-F Certification

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(IT Infrastructure Library) terdiri dari 5 bagian: Service Strategy, Service Design, Service Transition, Service Operation dan Continual Service Improvement. ITIL ini awalnya digunakan oleh Office of Government Commerce (OGC – UK government) yang kemudian banyak yang mengadopsi menjadi sebuah standar dalam pelayanan berbasiskan Teknologi Informasi. Brainmatics membuka kelas special dalam pemahaman dan implementasi standarisasi ITIL ini kepada perusahaan-perusahaan yang akan mengadopsi ITIL sebagai standar layanan berbasikan Teknologi Informasi. Peserta juga akan dibekali kemampuan untuk menghadapi ujian sertifikasi ITIL Foundation.

CONTENT

1. Introduction

  • 1.1 A historical perspective of ft service management and ITIL
  • 1.2 ITIL today
  • 1.3 The ITIL value proposition
  • 1.4 The ITIL service management practices
  • 1.5 What is a service?
  • 1.6 Navigating the ITIL Service Management Lifecycle

2. Core guidance topics

  • 2.1 Service Strategy
  • 2.2 Service Design
  • 2.3 Service Transition
  • 2.4 Service Operation
  • 2.5 Continual Service Improvement
  • 2.6 Lifecycle quality control
  • 2.7 ITIL conformance adaptation
  • 2.8 Getting started – Service Lifecycle principles

3. The ITIL Service Management Lifecycle – core of practice

  • 3.1 Functions and Processes across the lifecycle

4. Service Strategy — governance and decision-making

  • 4.1 Strategic assessment
  • 4.2 Developing strategic c4abilities
  • 4.3 Service Provider types – matching need to capability
  • 4.4 Services as assets – value creation
  • 4.5 Defining the market space
  • 4.6 Service Portfolios
  • 4.7 Service outsourcing – practical decision-making
  • 4.8 Return on investment ROI
  • 4.9 Financial Management
  • 4.10 Increasing service potential
  • 4.11 Organizational development

5. Service Design – building structural service integrity

  • 5.1 Business value
  • 5.2 Five aspects of Service Design
  • 5.3 Identifying service requirements
  • 5.4 Service Design models
  • 5.5 Delivery model options
  • 5.6 Service Catalogue Management
  • 5.7 Service Level Management
  • 5.8 Capacity Management
  • 5.9 Availability Management
  • 5.10 IT Service Continuity Management
  • 5.11 Information Security Management
  • 5.12 Supplier Management

6. Service Transition preparing for change

  • 6.1 Transition Planning and Support
  • 6.2 Change Management
  • 6.3 Assets and Configuration Management
  • 6.4 Release and Deployment Management
  • 6.5 Service Validation and Testing Releases

7. Service Operation

  • 7.1 Business value
  • 7.2 Event Management
  • 7.3 Incident Management
  • 7.4 Request Fulfillment
  • 7.5 Problem Management
  • 7.6 Access Management
  • 7.7 Service Operation functions
  • 7.8 IT Operations Management
  • 7.9 Application Management
  • 7.10 Service Operation and project Management
  • 7.11 Assessing and managing risk in service operation
  • 7.12 Operational staff in service design and transition

8. Continual service improvement

  • 8.1 Purpose of CSI
  • 8.2 CSI objectives
  • 8.3 Business drivers
  • 8.4 Technology drivers
  • 8.5 Service measurement
  • 8.6 Continual service improvement processes
  • 8.7 Service reporting

9. Complementary guidance

  • 9.1 ITIL and other frameworks, practices and standards

10. The ITIL service management model

  • 10.1 Model element types
  • 10.2 Basic elements
  • 10.3 Creating a service
  • 10.4 Strategy generation
  • 10.5 Deciding the course of action to create a new service
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