At a glance
Course description
Update your knowledge for the basics of Information Technology (IT) Infrastructure Library (ITIL®) and discover the importance of a systematic approach to management. The ITIL Foundations Version 2 to Version 3 Differences Course contains a comprehensive description of updates to the processes involved in managing IT infrastructures. Build your awareness of the best-practice approach to IT service support and service delivery. Gain an understanding of the changes from ITIL® Version 2 to Version 3, as well as the importance of an IT infrastructure and IT service for an organization, a process-like approach to business organization, the ITIL management framework, basic terms, and concepts of the work processes used to manage an IT infrastructure.
Objectives
After completing this course, students will be able to:
- Describe the ITIL history and structural differences from ITIL Version 2 to Version 3.
- Define the Service Lifecycle and explain the objectives and business value for each phase in the Service Lifecycle.
- Define some of the key terminology and explain the key concepts of Service Management.
- Explain key principles and models of Service Management and opposing forces within Service Management.
- Define Service Management processes in the Service Lifecycle.
- Explain how the Service Management processes contribute to the Service Lifecycle.
- Explain the role, objectives, organizational structures, staffing, and metrics of the Service Desk function, Technical Management, Application Management, and IT Operations Management.
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