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Itil Foundation

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ITIL® is a Registered Trade Mark of the Cabinet Office.

Welcome!
IT Service Management ITIL 2011 Foundation

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Course Objectives
• • A basic understanding of the ITIL Framework How ITIL can be used to enhance the quality of IT Service Management within an organization • Comprehension and/or awareness of key areas of the 5 ITIL core books: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement • To prepare to take the ITIL Foundation exam

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I0015EN v3.1

©2011 QRP International

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ITIL® is a Registered Trade Mark of the Cabinet Office.

ITIL Foundation Training Programme
• • • Generalities Service Management key concepts Service Strategy o Service Portfolio Management o Business Relationship Management o Financial Management Service Design o Service Level Management o Service Catalogue Management o Supplier Management o Information Security Management o Availability Management o Capacity Management o IT Service Continuity Management o Design Coordination Service Transition o Service Asset and Configuration Management o Knowledge Management o Transition Planning o Release and Deployment Management o Change Management Service Operation o Functions o Incident Management o Event Management o Request Fulfilment o Access Management o Problem Management Continual Service Improvement o 7 step improvement process o The Deming Cycle o CSI approach



D • A Y 1

D A Y 2


D • A Y 2

D Examination Training A •Y Examination 3

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GENERALITIES

All following Quoted Text is from ITIL 2011 Core books

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I0015EN v3.1

©2011 QRP International

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ITIL® is a Registered Trade Mark of the Cabinet Office.

ITIL Background and updates
Background
Information Technology Infrastructure Library Best Practice IT Service Management approach Property of the Cabinet Office

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