ITILV3 Foundation November 7, 2011

IT SERVICE MANAGEMENT FOUNDATION V3
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.

Professional Development Units: As a service to Project Management Professionals (PMP®), this course is registered with the Project Management Institute. Upon successful completion, PMP's will earn 21 PDUs.

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.
PREREQUISITE
There is no prerequisite for this course. It functions as a stand-alone course.

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.

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
Concepts
Activities
Service Strategy Processes:
Financial Management
Demand Management
The Lifecycle Phase: Service Design
Basic Concepts
Process design
Sourcing Strategies
Major activities
Service Design Processes
Service Catalogue Management
Service Level Management
Capacity and Availability Management
IT Service Continuity Management
Information Security Management
Supplier Management

The Lifecycle Phase: Service Transition
Basic Concepts
Service Transition Processes
Service Asset and Configuration Management
Knowledge Management
Change Management
Release and Deployment Management Service Catalogue Management
The Lifecycle Phase: Service Operation
Basic concepts and principles
Service Operation Processes
Event and Incident Management
Request Fulfillment
Problem and Access Management
Service Operation Functions
Service Desk
Technical Management
IT Operations Management
Application Management
The Lifecycle Phase: Continuous Service Improvement
Concepts and principles
The 7 step improvement process
Review, Wrap Up and Mock Exam

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