itil1100 | undergraduate

Introduction To ITIL® And Service Strategy

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This course is designed to develop a student's understanding of the history of ITIL and how ITIL content in Service Support and Service Delivery became the standard for how many companies view ITIL Service Management. This course also introduces the ITIL Lifecycle and its five phases, key processes, the qualification scheme and the RACI organizational context. Students will learn the terms of interest that are critical to understanding ITIL's approach to Service Management, including value creation, the benefits of ITIL, organizational context, governance and the process model. Students will also identify the strategic perspective and explore business needs and plans, map IT strategies to business, focus on service as a value and discuss how to source appropriately. Strategy terms of interest such as financial management for IT Services, service portfolio management and business relationship management are also covered. A case study will be introduced in this course, which will be threaded throughout the remaining two courses in this program. This course provides .8 continuing education units, over two 4-hour workshops.

This undergraduate-level course is 2 weeks To enroll, speak with an Enrollment Representative.

Course details:

Credits: 0
Continuing education units: XX
Professional development units: XX
Duration: 2 weeks

topic title goes here

    Introduction to ITIL(r)

    • Define the concept of a service (1-3)
    • Define the concept of internal and external customers and services (1-4)
    • Define the concept of a service management and IT service management as a practice (1-7)
    • Describe the ITIL® service lifecycle (2-2)
    • Understand the concept of Service Management as a practice (2.1.7)
    • Describe why ITIL® is successful (1-2)

    Service Strategy

    • Define service strategy processes (3.2.3, 3.2.3.1)
    • Define key terminology concepts and definitions (2.1.6)
    • Describe value creation through services (3.2.3)
    • Identify the various processes that make up service strategy (4.2.1, 4.3.1, 4.5.1)
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