ITIL V3 - ITIL and the Service Lifecycle

Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number

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Overview/Description
Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL) can help organizations achieve these goals and increase external and internal customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to ensure these capabilities are fully utilized. This course addresses using service management as a practice for IT companies.

Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.

Prerequisites
None

Expected Duration (hours)
1.5

Lesson Objectives

ITIL V3 - ITIL and the Service Lifecycle

match the organizations involved with the IT infrastructure library and examinations with their role

identify the reasons for ITIL's success

identify the features of the ITIL qualification and examination scheme

identify how a service can provide value

identify the features of services

identify the features of Service Management

recognize the importance of Service Management and the challenges service providers face

match each ITIL volume with a description of what it provides

recognize the goals and objectives of each Lifecycle phase

recognize the scope of each Service Lifecycle phase

recognize the value of each Service Lifecycle phase

recognize definitions of functions, roles, and processes

recognize the scope, goals and objectives, and Service Lifecycle phase in a given example

Course Number:
ib_itil_a01_it_enus