IT Service Mgmt - ITIL^®

Optimize Data Resources and Align IT Services with Business Strategies!

Villanova's new ITIL^® Foundation Plus course introduces professionals to IT Infrastructure Library^® best practices, the most widely adopted framework for IT service management. This 100% online certificate course teaches the five core publications within ITIL^®: Service Strategy, Design, Transition, Operation and Continual Service Improvement.

Gain the skills to improve IT services, reduce costs and increase ROI for IT investments, while learning how to align IT services with business needs and processes. These methods can instill measureable, improvable and consistent service and processes to enhance customer service for your organization.

Who Should Register?

What You’ll Study

• Five core publications of IT Infrastructure Library (ITIL^®)
• Business Challenges and Common Terminology
• Process Model and Owners
• Service Owners and the Service Lifecycle
• The 4 Functions and the RACI Model

Service Strategy

• Service Strategy Processes
• Service Portfolio Management
• Financial Management
• The Business Case
• Demand Management

Service Design

• Service Design Value, Technology and Architecture
• Service Catalog Management
• Managing Service Capacity
• Managing Availability and Information Security
• IT Service Contunuity
• Supplier Management

Service Transition

• Service Asset Management
• Configuration Management
• Change Management
• Release and Deployment
• Service Validation and Testing

Service Operation

• Managing Incidents and Problems
• Event Management
• Access Management
• Request Fulfillment
• The 4 Functions

Continual Service Improvement

• Baslines, KPIs and CSFs
• Creating Meaningful Metrics
• The Deming Cycle
• CSI Model
• Seven-step Improvement Process
• The Role of Service Level Management

Credit & Tuition