Your Training Partner in Cutting Edge Technologies

Your Training Partner in Cutting Edge Technologies:
CTTC has committed to enhance the quality and professionalism of IT Industry by administering and supporting quality education programs and industry recognized certifications. Whether the need is to train individuals the use of the latest Office Application or to retool engineers to support cutting-edge digital networks CTTC has the skill, knowledge and personnel to deliver the solution for your need.


ITIL Foundation



ITIL – The Information Technology Infrastructure Library – is the most widely used IT Services Management accepted approach in the world today. It provides the Framework which nowadays with the majority of organizations focused on improving their IT Service Management (ITSM). This course introduces you to the ITSM based on ITIL and also provides the set of specialized capabilities for providing values to customers/users in the form of services.

Who Needs to Attend?

  • Solution architects
  • System architects
  • System administrators
  • IT Managers



  • History and Background of ITIL®
  • Components of ITIL®
  • ITIL® Qualification Scheme
  • Competence and skills for service management
  • Definitions of Service and Service Management
  • Process, Process Model, Function
  • Role and RACI Model
  • Service Management as a Practice
  • ITIL® Service Lifecycle

Service Strategy

  • Value Creation through Services
  • Utility vs. Warranty
  • Service Assets
  • Service Automation
  • Service Portfolio Management
  • Financial Management for IT Services
  • Business Relationships Management

Service Design

  • Aspects of Service Design
  • Service Design Package
  • Service Catalogue Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Planning
  • Information Security Planning
  • Supplier Management
  • Design Coordination

Service Transition

  • Service Asset and Configuration Management
  • Change Management
  • Release and Deployment Management
  • Knowledge Management
  • Transition Planning & Support

Service Operation

  • Value of Service Operations
  • Incident Management
  • Problem Management
  • Event Management
  • Request Fulfillment
  • Access Management
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management

Continual Service Improvement

  • Value of Continual Service Improvement
  • Service Measurement & Optimization
  • The Seven Step Improvement Process
  • The Deming Improvement Cycle
  • Continual Service Improvement Cycle


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