ITIL – Intermediate ST

This course will prepare you to:

• Explain the architecture of the ITIL
• Configure and use new functionalities in ITIL

• Purpose and Objectives
• Scope
• Business Value
• Context
• Processes

• Policies
• -Define and Implement a Formal Policy
• - Implement All Changes to Services
• - Adopt a Common Framework and Standards
• - Maximize Reuse of Established Processes and Systems
• - Align Plans with the Business Needs
• - Establish and Maintain Relationships with Stakeholders
• - Establish Effective Controls and Disciplines
• - Provide Systems for Knowledge Transfer and Decision Support
• - Plan Release Packages
• - Anticipate and Manage Course Corrections
• - Proactively Manage Resources Across Service Transition
• - Ensure Early Involvement in the Service Lifecycle
• - Provide Assurance of the Quality of the New or Changed Service
• - Proactively Improve Quality During the Service Transition
• Optimizing Performance
• Inputs and Outputs by Lifecycle Stage

• Purpose and Objectives
• Scope of Transition Planning and Support
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces with Transition Planning and Support
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

• Purpose and Objectives
• Scope of Service Asset and Configuration Management
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces with Service Asset and Configuration Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

• Purpose and Objectives
• Scope of Change Management
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces with Change Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

• Purpose and Objectives
• Scope of Change Evaluation
• Business Value
• Policies, Principles, and Basic Concepts
• Key Terminology
• Activities, Methods, and Techniques
• Trigger, Inputs, and Outputs
• Process Interfaces with Change Evaluation
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

• Purpose and Objectives
• Scope of Release and Deployment Management
• Business Value
• Policies and Principles
• Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces with Release and Deployment Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

• Purpose and Objectives
• Scope of Service Validation and Testing
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Trigger, Inputs, and Outputs
• Process Interfaces with Service Validation and Testing
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces with Knowledge Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

• Managing Communications and Commitment
• Managing Organizational and Stakeholder Change
• Organizational Development
• Functions
• Organizational Context for Transitioning A Service

• Knowledge Management Tools
• Collaboration
• Configuration Management System
• Integrated Approach to Service Transition Processes
• Implementing Service Transition in a Virtual or Cloud Environment

• Challenges
• Risks
• CSFs
• External Factors