Information Technology Infrastructure Library (ITIL)
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ITLI

"the key to managing IT services"

ITIL is the most widely accepted approach to IT service management in the world. It provides a cohesive set of best practices, drawn from the public and private sectors internationally. It is supported by a comprehensive qualifications scheme, accredited training organizations, and implementation and assessment tools. The best practice processes promoted in ITIL support and are supported by the British Standards Institution's standard for IT service Management (BS15000). For more information, visit: http://www.itil.co.uk

The Graduate School offers 4 courses on ITIL:
ITIL Service Management Foundation  (ITEC7004T)
  • This three-day course provides IT managers and practitioners with a practical understanding of IT Service Management, the underpinning core ITIL service delivery, and service support processes and implementation guidance. It describes a set of processes involved in developing an IT framework and features both lectures and interactive hands-on learning experiences. This results in a thorough grounding in the basic theory of ITSM, which can be used to take the Foundation Certificate in IT Service Management or to participate in ITSM projects at any level. The ITIL Foundation's Certificate exam is administered by EXIN at the end of the course.

    Tuition includes a testing fee.

Session Information:

ITSM Executive Awareness Seminar  (ITEC7726T)
  • The Service Management Executive Awareness one-day seminar provides a general overview of the ITIL service management disciplines, benefits and justification. This course is ideal for management and staff who might be involved in the periphery of IT service management, or those who are new to the concepts of ITIL (Information Technology Infrastructure Library) and need a broad, brief introduction.
Session Information:

ITIL Service-Level Management Practitioner  (ITEC8000T)
  • This three-day course provides a clear understanding of the activities involved in planning for SLM, implementation of SLM and the maintenance and monitoring of service-level agreements. A service-level agreement is a contract between an IT organization and a customer (organization) that describes the IT services to be delivered. Learn how to prepare, maintain and negotiate service-level agreements with a customer.

    Participants will receive information necessary to establish effective service level and operational-level agreements in support of business and IT services. Hands-on exercises are introduced to provide the participant with a practical application for negotiating with customers and maintaining SLM processes and activities within an organization. This course is ideal for those who will be involved in defining service-level agreements or supporting SLM as a process discipline. The ITIL Service-Level Management Practitioner Certificate exam is administered by EXIN at the end of the course.

    Tuition includes a testing fee.

Session Information:

ITIL Change, Configuration and Release Management Practitioner  (ITEC8001T)
  • This five-day course focuses on the implementation and management of the release and control processes and functions that are responsible for achieving control and stability within an IT infrastructure and include effective change and release management, based on an effective configuration management system. It consists of four days of lectures and hands-on activities and one day of exam review. The course will include individual and group assignments required for certification, as well as homework. The ITIL Change, Configuration and Release Management-Practitioner certificate exam is administered by EXIN at the end of the course.

    Tuition includes a testing fee.

Session Information:

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