IT INFRASTRUCTURE LIBRARY V.3 FOUNDATION

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IT INFRASTRUCTURE LIBRARY V.3 FOUNDATION

Get In Touch

$

Telephone
(62) 21 294 59 123

Email
info@iverson.co.id

Overview

Topic

1. Background and Introduction to ITIL and ITSM

1.1. What is ITIL

1.2. The history of ITIL

1.3. The key components of version 3 (the Lifecycle)

1.4. The key advantages and Objectives of ITIL

 

2. ITSM as a Practice & The Service Lifecycle

2.1. The Concept of Good Practice.

2.2. The Concept of Service Management.

2.3. Process, Functions, and Roles.

2.4. RACI Model.

 

3. Service Strategy

3.1. Primary Goals & Objectives of Service Strategy

3.2. Generic Concepts and Definitions

3.3. Processes & Activities:

       3.3.1. Service Portfolio Management

       3.3.2. Demand Management

       3.3.3. Financial Management of IT Services

3.4. Design Guidelines : ITIL v3 Service Strategy

 

4. Service Design

4.1. Primary Goals, Objectives, & Benefits of Service Design.

4.2. Generic Concepts and Definitions.

4.3. Key Principles & Models.

4.4. Processes & Activities:

       4.4.1. Service Level Management

       4.4.2. Service Catalogue Management

       4.4.3. Availability Management

       4.4.4. Information Security Management

       4.4.5. Supplier Management

       4.4.6. Capacity Management

       4.4.7. IT Service Continuity Management

4.5. Design Guidelines : ITIL v3 Service Design

 

5. Service Transition

5.1. Primary Goals, Objectives and Business Value of Service Transition.

5.2. Generic Concepts and Definitions.

5.3. Key Principles & Models.

5.4. Processes & Activities:

       5.4.1. Change Management

       5.4.2. Service Asset Configuration Management (SACM)

       5.4.3. Release and Deployment Management

5.5. Design Guidelines : ITIL v3 Service Transition

 

6. Service Operation

6.1. Main Goals, Objectives and Business Value of Service Operation.

6.2. Generic Concepts and Definitions.

6.3. Key Principles & Models.

6.4. Processes.& Activities:

       6.4.1. Incident Management

       6.4.2. Event Management

       6.4.3. Request Fulfillment

       6.4.4. Problem Management

       6.4.5. Access Management

6.5. Functions.

6.6. Design Guidelines: ITIL v3 Service Operation

 

7. Continual Service Improvement

7.1. Primary Purpose, Concepts, and Objectives.

7.2. Deming Cycle.

7.3. CSI Model.

7.4. CSI Processes:

       7.4.1. The 7-Step Improvement Process

       7.4.2. Service reporting

       7.4.3. Service measurement

       7.4.4. Return on Investment for CSI

       7.4.5. Business questions for CSI

       7.4.6. Service Level Management

7.5. Metrics

7.6. Design Guidelines: ITIL v3 CSI

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