Course Number: 95-812
Introduction to the ITIL Framework
The IT Infrastructure Library (ITIL) framework is a systematic and proven model to maximize the efficiency and effectiveness of IT service provision. ITIL covers all phases of the service lifecycle from strategy generation to continuous improvement. According to Forrester Research, ITIL is now the "de-facto standard" for service management within IT departments worldwide, and Gartner states that effective service management via ITIL can cut IT ownership costs by 50% or more. This course covers all five service lifecycle stages and their attendant processes, and prepares students to take the ITIL Foundations certification exam. Moreover, actual ITIL implementation techniques and methods - and real world success and failures - are reviewed. In the dynamic and complex environment of IT operations, ITIL has proven to be one of the singular mainstays of best practice and has been declared as the ISO/IEC 20000 standard for IT process frameworks.