Microsoft Word - ITILv3FC- ITIL v3 Foundations Certification

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  • 1. v3 Foundations ITIL v3 Foundations Certification Course ITILv3FC 3 Days ► INTRODUCTION ► AUDIENCE IT organizations are faced with a rapidly evolving IT Management, IT Support Staff, IT Consultants, environment coupled with a more headcount- Business Managers, Business Process Owners, IT constrained staff, where standardization on optimal Developers, Service Providers, Help Desks, System systems and procedures is a critical success factor. Integrators. The Information Technology Infrastructure Library (ITIL) has become the de facto world standard for ► OBJECTIVES delivery of high quality IT services. ITIL Version 3 (V3) is the latest evolution which puts heavy emphasis on integration of IT in the business. ITIL V3 covers the After completing this 3 day course, participants will entire IT Service Lifecycle of Strategy, Design, understand how IT Service Management processes Transition, Operation, and Continuous Improvement. can improve IT operations and be prepared to sit for the ITIL v3 Foundation exam. In particular, participants will: ► COURSE OVERVIEW Understand Service Lifecycle Our unique use of IT service management tools to Identify the key principles and concepts of IT demonstrate how processes work, accelerates the Service Management knowledge transfer to the student in this 3 day Identify the benefits of implementing ITIL in an engaging class. Under guidance of the instructor, organization students acquire familiarity with the IT Service Identify the Service Management processes and Lifecycle, as well as key ITIL processes, principles, how they map to the Service Life Cycle concepts and models to enable students to work Identify the relationship of each component of the more effectively in IT service delivery. The course Service Life Cycle and how they map to other also provides preparation for passing the ITIL v3 components Foundation exam which occurs at the end of the last Comprehend the activities of the main processes day of class. Prepare to take and pass the ITIL v3 Foundation Certificate in IT Service Management exam Candidates can expect to gain knowledge and understanding in the following: ► COURSE OUTLINE Service Management as practice (Comprehension) ITIL Fundamentals Service Lifecycle (Comprehension) Key Principles and Models (Comprehension) Principles of Service Management, origins, development and governance: Generic Concepts (Awareness) Selected Processes (Awareness) o Defining IT Service Management Selected Roles (Awareness) o Reviewing the structure and scope of the Selected Functions (Awareness) Foundation Certification Examination Technology and Architecture (Awareness) o People, process, technology and partners ITIL Qualification scheme (Awareness)
  • 2. v3 Foundations ITIL v3 Foundations Certification Course ITILv3FC 3 Days The Five Core Books: Service Design: o Service Strategy o Service Level Management o Service Design o Service Catalog Management o Service Transition o Availability Management o Service Operation o Information Security Management o Continual Service Improvement o Supplier Management o Capacity Management Service Management as a Practice: o IT Service Continuity Management o Concepts of Service Management Service Transition: Key Terms and definitions o Change Management o Service Asset and Configuration Management ITIL v3 Key Principles and Model o Release and Deployment Management Service Strategy: Service Operation: o The three types of Service Providers o Incident Management o Perspective, position, plan or pattern o Event Management o Request Fulfillment Service Design: o Problem Management o Service Portfolio design o Access Management o Technology design o Process design Continual Service Improvement: o Insourcing, outsourcing, partnership o The 7 Step improvement process Service Transition: Functions o The Service V model o Service Desk o Business value, asset and configuration o Technical Management management o Application Management o Operations Management (IT Operations Control Service Operation: and Facilities Management) o Quality vs. Cost of Service o Reactive vs. proactive Roles and Responsibilities Continual Service Improvement: Technology and Architecture o Plan, Do, Act, Check ITIL Practice Quizzes ITIL v3 Processes ITIL Mock Exam Service Strategy: o Service Portfolio Management o Demand Management o Financial Management
  • 3. v3 Foundations ITIL v3 Foundations Certification Course ITILv3FC 3 Days ► EXAM An optional 1-hour, 40 question, closed book multiple choice examination is administered at the end of the course. Certification is through either the Information Systems Examination Board (ISEB) or Exin.