ITIL (Information Technology Infrastructure Library) is a framework of best practices for managing IT services. This three-day course covers the basics needed to efficiently support and deliver high-quality, cost-effective IT services. You will gain an understanding of ITIL terms, service lifecycles, processes, roles, and functions. You will also learn how to align IT practices with business processes which can lead to lower IT services costs and higher service quality for your organization.

Performance Objectives: Upon successful completion of this course, you should be able to:

• Demonstrate an understanding of ITIL service management practices.
• Understand the ITIL service lifecycle.
• Understand ITIL concepts and definitions.
• Recognize ITIL key principles and models.
• Understand the purpose, objectives, and scope for processes including:
  • Service strategy.
  • Service design.
  • Service transition.
  • Service operation.
  • Continual service improvement.
• Identify role, objectives, and structures for various functions.
• Recognize roles and responsibilities.
• Understand how technology and architecture can expedite processes.

Recommended Prerequisite: This course does not have specific requirements, but it is expected that you have basic IT skills.

Intended Audience: Any IT professional with a role in the support and delivery of IT services or who is preparing to take the ITIL Foundation Certification Test.