Become ITIL Foundation Certified in 7 Days

Chapter 1: Service Management as a PracticeChapter Goal: To introduce service management and ITILNo of pages : 20 pagesSub -Topics1. Introduction to ITIL2. ITIL services3. Concept of customers and other stakeholders4. IT service management5. Processes and functionsChapter 2: ITIL Service LifecycleChapter Goal: To introduce the five phases of ITIL service lifecycleNo of pages: 20 pagesSub - Topics 1. Structure of ITIL service lifecycle2. Introduction, value and purpose to service strategy3. Introduction, value and purpose to service design4. Introduction, value and purpose to service transition5. Introduction, value and purpose to service Operations6. Introduction, value and purpose to continual service improvementChapter 3: Generic Concepts of ITIL and IT Service ManagementChapter Goal: To introduce underlying concepts of ITIL and IT service management that forms the pillars of understanding the ITIL frameworkNo of pages : 30 pagesSub - Topics: 1. Utility and Warranty2. Assets, resources and capabilities3. Service Provider and Supplier4. SLA, OLA and underpinning contracts5. Customers and Users6. Deming Cycle7. Types of Metrics8. Critical Success Factors and KPIs9. Technology and architectureChapter 4: Service StrategyChapter Goal: Understand the objective of service strategy, the value it creates and the underlying processesNo of pages: 25 pagesSub - Topics: 1. Purpose, Objectives and Value2. Patterns of business activity3. Risk management4. Service Portfolio Management5. Financial Management6. Business relationship managementChapter 5: Service DesignChapter Goal: Understand the objective of service design, the value it creates and the underlying processesNo of pages: 40 pagesSub - Topics: 1. Purpose, Objectives and Value2. Five aspects of service design3. Four Ps of service design4. Design coordination5. Service Catalog Management6. Service Level management7. Supplier Management8. Availability Management9. Capacity Management10. IT Service Continuity Management11.

Abhinav Kaiser works as a management consultant for a top consulting firm. He works with various organizations to implement ITIL processes and improve existing implementations thereby creating value. He is certified ITIL Expert and his name is strongly associated with ITIL service management framework. Abhinav is an accredited ITIL trainer and has delivered numerous classroom trainings. He has also been involved as a reviewer for ITIL video training content for a leading video training organization. He lives in Sydney, Australia.