Service Management


ITIL® Foundation

Who Should Attend
Those who work in the IT industry and want to learn best practices for IT service management, including those who want to achieve ITIL Foundation Certification.

You Will Learn How To

  • Prepare for and take the ITIL Foundation Certification Exam
  • Identify opportunities to develop IT processes using ITIL
  • Interact with IT teams using ITIL terminology and concepts
  • Explore the components of service management processes
  • Recognise the importance of IT and business integration

COURSE CONTENT (Click on the link to view course content)


ITIL® Practitioner

Who Should Attend
Those who work in the IT industry and want to learn how the ITIL framework can be used for implementing sustainable improvement with the IT service management processes .after having completed the ITIL Foundation Certification.

You Will Learn How To

  • Provides practical guidance on how to introduce, apply & adapt ITIL within an organization
  • New practical techniques to make a difference in a workplace
  • Leverage Continual Service Improvement (CSI) to maximize the benefits of ITIL & make a measurable impact

COURSE CONTENT (Click on the link to view course content)


ITIL® Intermediate

Who Should Attend
This course is valuable for those who want to achieve the ITIL Intermediate Qualification Certificate. The ITIL Foundation Certificate is required to attend this course and take the ITIL Certification Exam.

ITIL® Intermediate Lifecycle Module : Service Strategy

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Service Strategy Certification Exam
  • Analyze principles, techniques and relationships to create effective service strategies
  • Identify the purpose, scope and objective of each service strategy process
  • Assess IT governance to set strategy and leverage governance frameworks and bodies
  • Determine opportunities for service automation and technology application

COURSE CONTENT (Click on the link to view course content)


ITIL® Intermediate Lifecycle Module : Service Design

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Service Design Certification Exam
  • Define the goal, objectives and scope of service design
  • Outline key activities for service design processes in the context of the service lifecycle
  • Enhance the quality of IT service provision within an organisation
  • Measure service design using critical success factors and key performance indicators

COURSE CONTENT (Click on the link to view course content)


ITIL® Intermediate Lifecycle Module : Service Transition

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Service Transition Certification Exam
  • Outline key activities for service transition processes in the context of the service lifecycle
  • Enhance the quality of IT service provision within an organisation
  • Measure service transition using critical success factors and key performance indicators

COURSE CONTENT (Click on the link to view course content)


ITIL® Intermediate Lifecycle Module : Service Operation

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Service Operation Certification Exam
  • Plan key activities for service operation processes
  • Maintain stability in service operation while allowing for changes in design, scale, scope and service
  • Support operations through new models and architectures such as shared services
  • Evaluate service operation processes with critical success factors and key performance indicators

COURSE CONTENT (Click on the link to view course content)


ITIL® Intermediate Lifecycle Module : Continual Service Improvement

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • Plan key activities for continual service improvement (CSI) processes in the context of the service lifecycle
  • Optimize the quality of IT service provision within an organization
  • Measure continual service improvement processes using critical success factors and key performance indicators

COURSE CONTENT (Click on the link to view course content)


ITIL® Intermediate Capability Module : Operational Support and Analysis

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Operational Support and Analysis Exam
  • Outline key activities for the operational support and analysis (OSA) processes in the context of the service lifecycle
  • Achieve operational excellence by using the OSA processes, activities and functions
  • Verify the success of OSA by evaluating challenges, critical success factors and risks

COURSE CONTENT (Click on the link to view course content)


ITIL® Intermediate Capability Module : Release Control and Validation

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Release, Control and Validation Exam
  • Plan key activities for the release, control and validation (RCV) processes in the context of the service lifecycle
  • Attain operational excellence by using the RCV processes, activities and functions
  • Evaluate the success of RCV by applying key metrics

COURSE CONTENT (Click on the link to view course content)


ITIL® Intermediate Capability Module : Planning Protection and Optimization

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Planning, Protection and Optimisation Exam
  • Plan key activities for the planning, protection and optimisation (PPO) processes
  • Attain operational excellence by using the planning, protection and optimisation processes
  • Measure the success of planning, protection and optimisation by applying key metrics

COURSE CONTENT (Click on the link to view course content)


ITIL® Intermediate Capability Module : Service Offerings and Agreement

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Service Offerings and Agreements Exam
  • Outline key activities for the service offerings and agreements (SOA) processes
  • Achieve operational excellence by using the SOA processes, activities and functions
  • Measure the success of SOA by applying key metrics

COURSE CONTENT (Click on the link to view course content)


ITIL® Intermediate : Managing Across the Service Lifecycle (MALC)

You Will Learn How To

  • Prepare for and take the ITIL Managing Across the Lifecycle (MALC) Certification Exam
  • Apply governance and organizational structure to the management and delivery of IT services
  • Implement effective communication and stakeholder management
  • Integrate service management processes and manage services across the service lifecycle
  • Measure, implement and improve the service management capability

COURSE CONTENT (Click on the link to view course content)


ISO 20000

Details coming soon


CMMI For Services

Details coming soon


MOF

Details coming soon


ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.