ITIL® 2011 Edition Overview: Introduction to the ITIL® Framework

Overview/Description
A process or group of processes in place to manage the work of an organization, regardless of how meticulous and detailed it may be, is useless without being organized in some fashion. A planned structure is essential for ensuring success in managing IT functions in any organization. This course provides an introduction to the ITIL® Framework. Specifically, this course introduces the ITIL® Service Life Cycle and the five stages within the life cycle. The course covers an overview of Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement, including the purpose, scope, and processes of each. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

Target Audience
Management and staff who want to gain a good understanding of ITIL® 2011 Edition at a high level, and those making any decisions about implementing ITIL® 2011 Edition-aligned standards, or pursuing ITIL® 2011 Edition certifications

Expected Duration (hours)
2.0

Lesson Objectives

ITIL® 2011 Edition Overview: Introduction to the ITIL® Framework

identify the five ITIL® Service Life Cycle stages

recognize the characteristics of the functions and processes across the Service Life Cycle

recognize the purpose of the Service Strategy stage

identify the key processes in the Service Strategy stage

recognize the goals of the Service Design stage

recognize key processes in the Service Design stage

recognize the purpose of the Service Transition stage

recognize key processes in the Service Transition stage

recognize the scope and value of the Service Operation stage

identify the functions of the processes within the Service Operation stage

identify the value of the Continual Service Improvement stage

recognize the functions of the key processes in the CSI stage

choose the right service process for a given situation