Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL®) can help organizations achieve these goals and increase external and internal customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to ensure these capabilities are fully utilized. This course addresses using service management as a practice for IT companies. This course will assist the learner in preparing for the ITIL® Foundation level certification examination and is aligned with the ITIL® 2011 Edition syllabus. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

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