Course Specifications

Course Number:

093062

Course Length:

90 minutes

Course Description

Overview:

ITIL® is the world's leading best practice framework for implementing IT service management. Organizations use ITIL to plan, implement, support, and improve services and create value for their customers. In this course, you will learn the foundational knowledge and skills for adopting and adapting best practices for IT service management (ITSM) in your organization.

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

Course Objectives:

In this course, you will identify the components of the ITL 4 framework and describe key service management concepts.

NOTE: If you are familiar with ITIL version 3, much of the basic terminology will be similar. If there are notable revisions to the content, this icon will appear next to the explanatory text. For example, if the definition of a term has been revised, then this icon will appear along with an explanation of how the definition has changed from the previous version.

Target Student:

This course is designed for anyone who would like a bird’s eye view of IT Service Management, its principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management of organizations who work closely with IT to support business requirements.

Prerequisites:

To ensure your success in this course, some level of work experience in IT service support or IT service delivery is highly recommended. You may wish to take any one or more courses from the Logical Operations “IT Systems and Support” curriculum library to supplement your professional experience in this area.

Course-specific Technical Requirements

Hardware:

If you wish to use the overheads provided in the data files, you will need to set up a computer for the instructor with the following minimum hardware configurations:

• 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
• 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
• 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
• Keyboard and mouse (or other pointing device)
• 1024 x 768 resolution monitor recommended
• Internet access (contact your local network administrator)
• Projection system to display the instructor's computer screen

Software:

• Any current version of Microsoft® Windows or any current version of Apple® Mac OS®.
• Microsoft® PowerPoint® or any other slide viewing software to display the course slides.

Course Content

Lesson 1: ITIL 4 Overview

Topic A: Introduction to ITIL

Topic B: Key Concepts of ITIL