ITIL

Foundation

Persons interested in I.T Service Management will greatly benefit from ITIL courses, as this will provide them with the necessary knowledge and skills to reach their full potential in the I.T profession. The Foundation certification is the introductory level of ITIL which provides students with the basic knowledge of key elements, concepts and terminologies associated with the ITIL programme. In order to qualify for all other levels within the ITIL certification scheme, ITIL Foundation is mandatory.

Intermediate

Having completed the ITIL Foundation programme students will then be qualified to build upon, and further reinforce basic skills gained at the introductory level, in the ITIL Intermediate scheme. ITIL Intermediate focuses on various aspects of I.T Service Management. There are two categories of ITIl intermediate which are Service Lifecycle and Service Capability, from which students are given the option to either choose to focus on one set of modules or combine modules from the respective categories.

The ability to adapt to the ever evolving economic climate and market place, is of paramount importance to ensure quality performance witin an organization and to also enhance its competative edge. ITIL Service Management helps students aquire the skills to aid in business transformation and growth through Service Lifecycle. Service Lifecycle has 5 stages:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Service Strategy

In order to effectively meet the goals of a business, it is necessary to implement defined strategies that can be maintained within the organization. Service Strategy takes into consideration the culture of an organization when it comes to decision making in light of contraints unique to a business.

Culture and constraints differ from business to business. Service strategy offers key guidance for Executive Managers in operating according to the various restrictions. Service Strategy equips students to handle the cost and risks associated with their service portfolio.

Service Design

This is the stage where the service strategy is put into practice. This trains students in managing the method of implementation of the strategy and to gradually contribute to its development and modifications for imporovements. Service Design aims to broaden the scope of managers, in order to become more innovative in the services offered, and increase and maintain value to customers over the lifecycle of services.

Service Operation

Service Operation focuses on the quality and effectiveness of the delivery of services. Operational teams monitor the day to day processes of a business to ensure on going support. This includes, problem solving,fulfilling user requests, resolving service failures and carrying out opeerational tasks.

Service Transition

Service Transition ensures that new or changed services satisfies the standards of both the customers and the business, in keeping with the service strategy and service design lifecycle. Service Transition secures the effective integration of any new change along the service lifecycle and aims to ensure efficient delivery, while at the same time controlling risks and delivering knowledge for decision support.

Continual Service Improvement

The CSI certification focuses on how organizations and individuals can strategically review the products and services they have produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed.