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ITIL (IT Infrastructure Library)

ITIL is the abbreviation for the IT Infrastructure Library guideline that was developed by the OGC (Office of Governance Commerce) in Norwich (England) on behalf of the British government. Today, ITIL is the de-facto global standard in the area of Service Management, and contains a comprehensive and publicly available technical documentation for the planning, provision and support of IT services.
 
After completing this course, students will be able to:
  • Demonstrate an understanding of ITIL Service Support and Delivery processes, interfaces, and relations between them and to wider IT issues.
  • Demonstrate knowledge of essential service management concepts and awareness of essential service management techniques.
  • List cost, benefits, and possible problems associated with implementing ITIL Service Support and Service Delivery processes.
  • Achieve Foundation-level certification, if desired
  • Be competent to apply service management essentials and participate in service delivery/support functions in your own work.

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