| Course Code: |
MQ 618 |
| Course Abstract: |
ITIL® QA Workshop provides participants with a broad understanding of IT Service Management and ITIL®. The primary focus of this workshop is the several ITIL® processes that enable an IT organization to provide Quality Assurance for IT services.
This class provides the participant with both theoretical and practical knowledge of the processes in an IT Service Provider organization at the foundation level. |
| Audience: |
This course is designed for IT Managers, IT staff and process owners, application, project and business managers directly involved in IT, and any member of an IT organization in delivery of IT services who are involved with Quality Assurance. |
| Duration: |
1 day |
| Learning Outcomes: |
Upon completion of this course, the participant will be able to:
> Understand how Service Validation and Testing fits in the Service Lifecycle
> Gain insight into the information needed, used and delivered by Service Validation and Testing
> Learn metrics for Service Validation and Testing
> Recognize various test models and types of testing
> Learn common testing techniques
> Gain an understanding of the interface with other areas of the organization
> Gain insight into the value Service Validation and Testing provide the business |
| Course Topics: |
This course introduces the principles and core elements of IT Service Management (ITSM) based on the ITIL® v3 at a very high level then concentrates on the details of Service Testing and Validation. |
| Prerequisites: |
No mandatory prerequisites, although experience in IT or related fields is recommended.
ITIL ® is a Registered Trade Mark, a Registered Community Trade Mark of the Office of Government Commerce and is registered in
the U.S. Patent and Trademark Office. |