ITIL® 2011 Edition Overview: Introduction to the ITIL® Framework
Management and staff who want to gain a good understanding of ITIL® 2011 Edition at a high level, and those making any decisions about implementing ITIL® 2011 Edition-aligned standards, or pursuing ITIL® 2011 Edition certifications
Please contact us for information about prerequisites.
A process or group of processes in place to manage the work of an organization, regardless of how meticulous and detailed it may be, is useless without being organized in some fashion. A planned structure is essential for ensuring success in managing IT functions in any organization.
This course provides an introduction to the ITIL® Framework. Specifically, this course introduces the ITIL® Service Life Cycle and the five stages within the life cycle. The course covers an overview of Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement, including the purpose, scope, and processes of each.
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Service Strategy, Design, and Transition
- identify the five ITIL® Service Life Cycle stages
- recognize the characteristics of the functions and processes across the Service Life Cycle
- recognize the purpose of the Service Strategy stage
- identify the key processes in the Service Strategy stage
- recognize the goals of the Service Design stage
- recognize key processes in the Service Design stage
- recognize the purpose of the Service Transition stage
- recognize key processes in the Service Transition stage
Service Operation and CSI
- recognize the scope and value of the Service Operation stage
- identify the functions of the processes within the Service Operation stage
- identify the value of the Continual Service Improvement stage
- recognize the functions of the key processes in the CSI stage
- choose the right service process for a given situation