ITIL v3 Foundation October 5, 2011

ITIL® V3 was designed from the lifecycle perspective, recognizing that for a service to be created, it should have the capability to meet the objectives and requirements of its customers and markets. Consequently, there is the need to determine the objectives and requirements for each service (service strategy), which will guide in its design (service design), transition into production (service transition), and operation of the service (service operation). The purpose of the fifth and the final phase - continual service improvement, is to gradually improve every aspect of the service, from service strategy to service operation.

During the 3-day course you will learn ITIL terminology,the structure, basic concepts and core principles of ITIL practices for Service Management. The Foundation certificate in IT Service Management is not intended to enable you to apply ITIL practices for Service Management without further guidance.

EXAMINATION

At the end of the course, participants’ will write the final ITIL Foundation Certificate in IT Service Management examination,comprising of 40 multiple choice questions. Delegates are required to score 26 points (equivalent to 65%) to be awarded the ITIL Foundation Certificate in IT Service Management.

LEARNING OBJECTIVES

Participants will gain practical skills in the following areas:

Service Management as a practice (Comprehension)
Service Lifecycle (Comprehension)
Key Principles and Models (Comprehension)
Generic Concepts (Awareness)
Selected Processes (Awareness)
Selected Roles (Awareness)
Selected Functions (Awareness)
Technology and Architecture (Awareness)
ITIL Qualification scheme (Awareness)

WHO SHOULD ATTEND

The IT Service Management Foundation V3 is appropriate for individuals who:

Require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.

Are IT professionals that are working within an organization that has adopted and adapted ITIL, who need to be informed about and thereafter contribute to an ongoing service improvement program.

MATERIALS

You will receive a course binder containing copies of presentation slides, case studies, exercises, and suggested solutions.

WHAT YOU WILL LEARN

Course Introduction and Introduction

Service Management as a Practice

The Service Lifecycle

The Lifecycle Phase: Service Strategy
Functions and Processes in Service Strategy
Financial Management
Service Portfolio Management (SPM)
Demand Management

The Lifecycle Phase: Service Design
Functions and Processes in Service Design
Service Catalogue Management
Service Level Management
Capacity and Availability Management
IT Service Continuity Management
Information Security Management
Supplier Management

The Lifecycle Phase: Service Transition
Functions and Processes in Service Transition
Transition Planning and Support
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Service Validation and Testing, Evaluation
Knowledge Management

The Lifecycle Phase: Service Operation
Functions and Processes in Service Operation
Event and Incident Management
Request Fulfillment
Problem and Access Management
Monitoring and Control
IT Operations
Service Desk
Technology and Architecture

The Lifecycle Phase: Continuous Service Improvement
Functions and Processes in Service Operation
The 7 step improvement process

Review, Wrap Up and Mock Exam

ITIL Foundation Certificate Examination

Official Website: http://www.procept.com/itil_v3_foundation.html