INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
DESCRIPTION
ITIL stands for Information Technology Infrastructure
Library and is a collection of best practices in the area of technology
infrastructure. ITIL is a recognized international standard for the IT service
management profession. It contains established norms, methods, processes, and practices. ITL standards provide guidelines for
managing IT services, creating IT service capabilities and enhancing IT service
management.
The importance of IT services and IT infrastructure to
an organization cannot be under estimated in the current business environment.
The increasing acceptance of a process based approach to managing IT indicates
that the application of appropriate knowledge, skills, processes, tools and
techniques can have a significant impact on business success.
OBJECTIVES
·
To
encourage all employees to participate in the success of their companies by
Aligning IT services with the current and future needs of the business and its
customers
·
Improving
the quality of the IT services delivered and Reducing the long term costs of
service provisions
OUTLINE
1.
ITIL Basic
Concepts
2.
Service Strategy
·
Service Portfolio
Management
·
Demand Management
·
IT Financial
Management
·
Supplier
Management
3.
Service Design
·
Service Catalogue
Management
·
Service Level
Management
·
Risk Management
·
Capacity
Management
·
Availability
Management
·
IT Service
Continuity Management
·
Information
Security Management
·
Compliance
Management
·
IT Architecture
Management
·
Supplier
Management
4.
Service Transition
·
Service Asset and
Configuration Management
·
Service
Validation and Testing
·
Evaluation
·
Release
Management
·
Change Management
·
Knowledge
Management
5.
Service Operation
·
Event Management
·
Incident
Management
·
Problem
Management
·
Request
Fulfillment
·
Access Management
6.
Continual Service
Improvement
·
Service Level
Management
·
Service
Measurement and Reporting
·
Continual Service
Improvement
Participants
Members of Help Desks, Call
Centres or Service Desks, Lower to Middle management, Employees who support
Change Management, Service Level Management, Capacity Management, Availability
Management, IT Service Continuity Management, Financial Management for IT
Services, Configuration Management and Release Management and anyone who wants
to proceed to the Practitioner or Master Levels.
INSTRUCTOR
Melwin Syafrizal,
S.Kom, M.Eng
