ITIL® Version 3 – Foundations Course

Program Overview ITIL® is a set of best practices guidance
that has become a worldwide-adopted framework for Information Technology Services
Management (ITSM) by many Public & Private Organizations. Since early 1990,
ITIL® has been evolving from focusing on Functions and Processes under versions
1 and 2 to focusing on the Full Service Lifecycle Management under version 3.In addition to the existing benefits of aligning IT goals and objectives with the
business, improving quality and reducing cost of operation; ITSM and ITIL® V3
now emphasizes the following areas:

• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management
  Process
• Provide guidance on the development of Services Strategy, the development of Service
  Design, the Transition of Services from current to desired state, the Implementation
  and the Continuous improvement of the those Services

This exam-preparatory course provides comprehensive coverage of foundation concepts
within the IT Infrastructure Library (ITIL) V3. Through lectures and practice exam
questions participants explore the concepts of good practice in IT Service Management
based on the ITIL® V3 Framework.

To download course outline click here.

Duration This three (3) days classroom training course with examination
held on the afternoon of the 3rd day is accredited by both LCS and EXIN examinations
institutes.

• Including a sample examination and preparation to re-enforce the knowledge gained
• The format of the examination for this program consists of a closed book paper of
  40 questions, to be answered within 60 minutes. (Candidates sitting the examination
  in English and who do not have English as their first language will be allowed additional
  15 minutes to allow use of a dictionary). The pass mark will be 65% or more – 26
  or more correct answers

The Minimum number of students per session is 6 where the maximum is 16.

Program Contents

• Overview of the drivers for ITIL® V3
• Key differences between ITIL® V2 and ITIL® V3 – What are the major changes?
• New concepts, definitions and terminology
• Key processes and functions

Introduction to Service Management

• The evolution of Service management
• Definition of Service and Service Management
• Service Management as best practice
• The importance of adopting a service and continual improvement culture and approach
• Interface to other framework and standards (i.e. ISO/IEC 20000)

The Service Lifecycle

• Objectives and business value
• The main components (the new books) within the 5 stages in the lifecycle:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Key Principles of IT Service Management

• Types of service providers
• Five key aspects of Service Design
• The 7 “Rs” of Change Management
• Service “V” model
• Continual Service Improvement model
• The need for IT Governance and control
• Process development characteristic and guidelines

Basic concept, objectives and activities of:

• Service Portfolio Management
• Service Level Management
• Incident Management
• Change Management
• Demand Management
• Financial Management
• Service Catalogue Management
• Availability Management
• Supplier Management
• Information Security Management
• IT Service Continuity Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Event Management
• Problem Management
• Request Fulfillment
• Access Management
• The 7 step improvement process

Overview of the functions

• Service Desk
• Application Management
• Operations Management
• Technical Management

Organization structure

• Key roles and responsibilities
• Technology and Architecture considerations

Audience IT professionals interested in understanding the content
and concepts of the new ITIL® V3, as well as understand the differences with
previous ITIL® V2.

• Executives and key stakeholders
• Process Owners and Managers
• Senior technical and operational staff
• IT professionals and Consultants
• IT customers

Prerequisites

• General IT knowledge
• Preferably ITIL® awareness
• Students will complete at a minimum 18 hours of class time and no personal study
  is required
• Sample exam will be discussed in the classroom to prepare students for the real
  exam
• Course participants should follow our ATO accredited material and/or purchase the
  appropriate OGC publication to review and prepare for the exam; also the syllabus
  and the pertinent areas of the ITIL® Service Management Practice core guidance
  should be reviewed as well in preparation for the exam

Program Material This training program includes the following as
reference documentation:

• Program slide presentation
• ITIL® V3 Syllabus document
• Exam study guide
• ITIL® V3 acronyms and glossary
• Sample examination questions and answers

Simulation & Practical Application We provide the students
with real life experiences; we use the client organization as “Case study” example
for the purpose of discussion to show the value of using best practice. We integrate
group exercises and sample exam questions to simulate and practice the subject matter.

“ITIL® is a registered trade mark of the Cabinet Office”

“IT Infrastructure Library® is a registered trade mark of the Cabinet Office”

“The Swirl logo™ is a registered trade mark of the Cabinet Office”

 

 

 

To download course outline click here.