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Course Info

ITIL

The Information Technology Infrastructure Library (ITIL) is a customizable framework for good practice of IT services and infrastructure. ITIL has evolved to become the best standard for IT service management and encompasses multiple components of IT service management, including service strategy, service design, service transition, service operation and continual service improvement. IT service management ensures organizations effectively and professionally manage and support the people, processes and technologies within a business environment. By applying ITIL, an organization can reduce costs, improve Return on Investment (ROI), enhance productivity, and maintain a consistent standard for service delivery.

Benefits of the Program

This course ensures that you have the requisite background to evaluate IT service management good practice and understand how the ITIL framework can improve the efficiency and effectiveness of service management within an organization. This course includes comprehensive coverage of overview maps of the ITIL lifecycle stages that reinforce key concepts.

Topic List This course covers the entire concepts of ITIL. Syncomint provides you Classroom Training as well as Live Virtual Training. Course Content
[formac-acc title="Lesson 1: Service Management as a Practice"]Concepts of IT service management, The efficient development of new services and the improvement of existing services, Good practice, Functions, roles and processes,The service lifecycle, Design, development and utilization of services, Utility and warranty, Service design and the business, IT and the business integration[/formac-acc] [formac-acc title="Lesson 2: Concepts of IT service management"]The five core processes, Service strategy, Service design, Service transition, Service operation, Continual service improvement[/formac-acc] [formac-acc title="Lesson 3: ITIL Service Lifecycle"]The five Core Processes, The value of ITIL service lifecycle[/formac-acc] [formac-acc title="Lesson 4: The five core processes"]Service strategy, Service design, Service transition, Service operation, Continual service improvement[/formac-acc] [formac-acc title="Lesson 5: The value of the ITIL service lifecycle"]Integrating the processes throughout the lifecycle, Explaining the objectives and scope for each phase[/formac-acc] [formac-acc title="Lesson 6: ITIL Core Concepts"]Identifying and documenting the services, Optimizing the infrastructure[/formac-acc] [formac-acc title="Lesson 7: Identifying and documenting the services"]Service portfolio, Service catalog, Business case, Risk, Service provider, Supplier, Service level agreement (SLA), Operational level agreement (OLA)[/formac-acc] [formac-acc title="Lesson 8: Optimizing the infrastructure"]Service request, Change and release, Event, alert and incident, Known error and known error database (KEDB), Service knowledge management system(SKMS)[/formac-acc] [formac-acc title="Lesson 9: ITIL Key Principles and Models"]Value-creation through services, Balancing opposing forces, Management information systems and tools[/formac-acc] [formac-acc title="Lesson 10: Exploring the importance of people,processes, products and partners"]Critical success factors, Measurement methods and metrics[/formac-acc] [formac-acc title="Lesson 11: ITIL Processes"]Service strategy, Service portfolio management, Financial management for IT services, Business relationship management[/formac-acc] [formac-acc title="Lesson 12: Service strategy"]Service portfolio management, Financial management for IT services, Business relationship management[/formac-acc] [formac-acc title="Lesson 13: Service design"]Service level management (SLM), Design coordination, Service catalog management, Supplier management, Risk assessment and IT service continuity management, Defining the scope of information security management, Capacity management, Availability management[/formac-acc] [formac-acc title="Lesson 14: Service transition"]Business value, asset and configuration management, Explaining the objectives of change management, Knowledge management, Transition planning, Release and deployment management Service operation, Process activities of incident and problem management, Request fulfillment, Stating the purpose of event and access management[/formac-acc] [formac-acc title="Lesson 15: Continual service improvement"]The seven-step improvement process, The Deming Cycle (plan, do, check, act), Critical success factors (CSF) and KPIs, Types of metrics[/formac-acc] [formac-acc title="Lesson 16: Service Management Functions and Roles"]Outlining IT organization functions, Service desk function, IT operations function, Technical management function, The application management function[/formac-acc] [formac-acc title="Lesson 17: Outlining IT organization functions"]Service desk function, IT operations function, Technical management function, The application management function[/formac-acc]

ClassRoom Schedule

Classroom Training - 10 Days

Day 1

11AM-5PM
Service Management as a Practice
  • Concepts of IT service management
  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes
  • The service lifecycle
  • Design, development and utilization of services
  • Utility and warranty
  • Service design and the business
  • IT and the business integration

Day 2

11AM-5PM
ITIL Service Lifecycle The five core processes
  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement
The value of the ITIL service lifecycle
  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase

Day 3

11AM-5PM
ITIL Core Concepts Identifying and documenting the services
  • Service portfolio
  • Service catalog
  • Business case
  • Risk
  • Service provider
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)
Optimizing the infrastructure
  • Service request
  • Change and release
  • Event, alert and incident
  • Known error and known error database (KEDB)
  • Service knowledge management system(SKMS)

Day 4

11AM-5PM
ITIL Key Principles and Models
  • Value-creation through services
  • Balancing opposing forces
  • Management information systems and tools
Exploring the importance of people,processes, products and partners
  • Critical success fact ors
  • Measurement methods and metrics

Day 5

11AM-5PM
ITIL Processes Service strategy
  • Service portfolio management
  • Financial management for IT services
  • Business relationship management

Day 6

11AM-5PM
Service design
  • Service level management (SLM)
  • Design coordination
  • Service catalog management
  • Supplier management
  • Risk assessment and IT service continuity management
  • Defining the scope of information security management
  • Capacity management
  • Availability management

Day 7

11AM-5PM
Service transition
  • Business value, asset and configuration management
  • Explaining the objectives of change management
  • Knowledge management
  • Transition planning
  • Release and deployment management Service operation
  • Process activities of incident and problem management
  • Request fulfillment
  • Stating the purpose of event and access management

Day 8

11AM-5PM
Continual service improvement
  • The seven-step improvement process
  • The Deming Cycle (plan, do, check, act)
  • Critical success factors (CSF) and KPIs
  • Types of metrics

Day 9

11AM-5PM
Service Management Functions and Roles
  • Outlining IT organization functions
  • Service desk function
  • IT operations function
  • Technical management function
  • The application management function

Day 10

11AM-5PM
Defining service roles
  • The responsibilities of key roles in service management
  • Process owner
  • Service owner
  • Process manager
  • Process practitioner
  • Recognizing the RACI responsibility model and its role in determining organizational structure
  • How service automation assists with integrating service management processes

Live Virtual Class Schedule

Virtual Training - 5 Days

Day 1

8AM-12PM && 1PM-5PM
SERVICE MANAGEMENT AS A PRACTICE
  • Concepts of IT service management
  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes
  • The service lifecycle
  • Design, development and utilization of services
  • Utility and warranty
  • Service design and the business
  • IT and the business integration
ITIL SERVICE LIFECYCLE The five core processes
  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement
THE VALUE OF THE ITIL SERVICE LIFECYCLE
  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase

Day 2

8AM-12PM && 1PM-5PM
ITIL CORE CONCEPTSIdentifying and documenting the services
  • Service portfolio
  • Service catalog
  • Business case
  • Risk
  • Service provider
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)OPTIMIZING THE INFRASTRUCTURE• Service request
  • Change and release
  • Event, alert and incident
  • Known error and known error database (KEDB)
  • Service knowledge management system(SKMS)
ITIL KEY PRINCIPLES AND CREATIONS Value-creation through services
  • Balancing opposing forces
  • Management information systems and tools
EXPLORING THE IMPORTANCE OF PEOPLE, PROCESSES, PRODUCTS AND PARTNERS
  • Critical success factors
  • Measurement methods and metrics

Day 3

8AM-12PM && 1PM-5PM
ITIL PROCESSES
  • Service strategy
  • Service portfolio management
  • Financial management for IT services
  • Business relationship managementSERVICE DESIGN• Service level management (SLM)
  • Design coordination
  • Service catalog management
  • Supplier management
  • Risk assessment and IT service continuity management
  • Defining the scope of information security management
  • Capacity management
  • Availability management

Day 4

8AM-12PM && 1PM-5PM
SERVICE TRANSITION
  • Business value, asset and configuration management
  • Explaining the objectives of change management
  • Knowledge management
  • Transition planning
  • Release and deployment management
  • Service operation
  • Process activities of incident and problem management
  • Request fulfillment
  • Stating the purpose of event and access management
CONTINUAL SERVICE IMPROVEMENT
  • The seven-step improvement process
  • The Deming Cycle (plan, do, check, act)
  • Critical success factors (CSF) and KPIs
  • Types of metrics

Day 5

8AM-12PM && 1PM-5PM
SERVICE MANAGEMENT FUNCTIONS AND ROLES
  • Service desk function
  • IT operations function
  • Technical management function
  • The application management function
DEFINING SERVICE ROLES
  • The responsibilities of key roles in service management
  • Process owner
  • Service owner
  • Process manager
  • Process practitioner
  • Recognizing the RACI responsibility model and its role in determining organizational structure
  • How service automation assists with integrating service management processes
Connect With Us

Call: +91-87222 63165 (India)
Call: +1 510-379-9024 (USA)

Mail: contact@syncomint.com