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Training Center Course : ITIL – Future University

ITIL (Information Technology Infrastructure Library)

Program Title In English:

Information Technology Infrastructure Library Program

Program Title In Arabic:

برنامج مكتبة البنية التحتية لتكنولوجيا المعلومات

Certificate Title In English:

Certificate of Completion in Information Technology Infrastructure Library

Certificate Title In Arabic:

شهادة إكمال في مكتبة البنية التحتية لتكنولوجيا المعلومات

Program Introduction (Brief):

This programme introduces the concepts of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It is an entry level certification course for IT Service Management Best Practices. It is a summary course covering the latest overall refresh of core ITIL best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on the ITIL v3.

ITIL was initially developed by the Office of Government Commerce (OGC) as a framework for IT Service Management. The processes have now been adopted by many organizations worldwide and are recognized as the global standard for IT Service Management.

Main Objective:

  • Upon completion of this course, the student will be able to:
  • Understand the terminologies, key principles and concepts of IT Service Management.
  • Understand the main processes, relationships, benefits and challenges of ITIL.
  • Understand the Service Management processes and how they map to the Service Lifecycle.
  • Understand the activities and roles involved with the Service Lifecycle.
  • Understand the factors that affect the effectiveness of the Service Lifecycle.
  • Identify the sub-activities for each best practice process
  • Understand your role and responsibilities regarding IT Service Management
  • Understand aspects of implementing ITIL processes and creating a cycle of continuous improvement
  • ITIL training to prepare participants for the Foundation certificate in Service Management.
  • Articulate the purpose and objectives of Service Management.
  • Understand the concepts and processes of Service Management: a controlled and disciplined approach to the support and delivery of quality services.
  • Appreciate how a framework, process and procedures are essential in providing a stable quality service.
  • Understand the ITIL processes and procedures needed to deliver effective, quality IT.
  • Identify key elements of the eleven ITIL Service Management disciplines.
  • Appreciate the crucial role planning plays in delivering Quality IT services.
  • Show how essential it is to monitor and measure in order to quantify successful service delivery.
  • Understand the crucial role SLA’s play in ensuring both customer and IT supplier understand an organizations business and IT requirements.
  1. Service Management Defined
  • IT services and what they really do
  • How IT services deliver value to customers
  • Value and importance of IT service management
  1. ITIL Introduction
  • Good practices
  • Ease ITIL adoption
  • ITIL qualification scheme, bodies, and certifications
  1. Service Strategy
  • Design, develop, and implement service management
  • Service management as a strategic asset
  • Setting objectives and expectations
  • Identify and select prioritization opportunities
  1. Service Design
  • Design and develop services
  • Develop processes
  • Design principles and methods
  • Convert strategy into services
  1. Service Transition
  • Develop and improve capabilities
  • Improved methods for transitioning new and changed services into operation
  • Manage the complexity related to changes
  • Prevent undesired results while enabling innovation
  1. Service Operation
  • Effectively and efficiently deliver support services
  • Ensure value to customer and service provider
  • Maintain stability while allowing for change
  • Organize to improve IT support to customers
  1. Continual Service Improvement
  • Create and maintain value for customers
  • Importance of better design, introduction, and operation of services
  • Improving service quality, business continuity, and IT efficiency
  • Link improvement efforts to strategy, design, and transition

The targeted groups of the ITIL programme are:

  • IT managers, IT staff, IT Consultants, Service Providers and Process owners.
  • Application, project or business managers who are directly involved in IT.
  • Any member of an IT organization which delivers IT services

Familiarity with IT Terminology and IT– related Work experience are recommended

Program Approach & Duration:
The duration of the programme is 40 Hours
An interactive approach is used combining lectures, discussions and sharing live examples

  • IT Infrastructure Library (ITIL) Definition and Solutions by Lynn Greiner
  • ITIL v3 (Information Technology Infrastructure Library)/Introduction by Central Computing and Telecommunication Agency
  • ITIL Foundation Handbook by itSMF UK
  • ITIL Foudation Essentials by Claire Agutter

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