IT Service Management / ITIL Course Descriptions
This training provides IT managers with in-depth, practical knowledge of the ITSM strategic framework and the ten core ITSM processes. Managers, consultants, FM suppliers and experienced development, support and operations practitioners should attend this class as well as staff implementing a Service Management function. This series of classes will enable participants to plan, manage, and implement the ITIL-based Service Support and Service Delivery processes. Our proven instructor force and new state-of-the-art facility set the SLU Center for Workforce and Organizational Development apart from other training programs and facilities.
Course Topics: Generic Concepts, Selected Processes, Selected Roles, Selected Functions, Technology and Architecture, and ITIL Qualification scheme.
This course is based on Version 3 (released on August 20, 2011) of the IT Infrastructure Library (ITIL). The ITIL Version 3 Foundation Certification Exam is administered at the end of the course. Taking the exam is optional.
Prerequisites: There are no prerequisites for this course.
Course Topics: Introduction to service operation, Service operation principles, Service operation processes, Common service operation activities, Organizing for service operation: functions, Technology considerations, Implementation of service operation, Challenges, critical success factors and risks.
The ITIL Version 3 Service Operations Lifecycle Certification Exam is administered at the end of the course. Taking the exam is optional.
Prerequisites: ITIL v3 Foundation certification or ITIL V3 Foundation Bridging exam. Please note that students must be able to provide certification proof in order to take the exam. It is also strongly recommended that students purchase and review the book ITIL V3 Service Strategy prior to attending class.