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Class Outline*
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ITIL v3 Foundation Certification Course (EXIN Accredited)
Duration:
3 Days
Overview:
This course provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes, and functions that enable successful IT Service Management provision. It also prepares delegates for the ITIL v3 Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.
Objectives:
The course enables delegates to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organization. It provides proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
This course also prepares delegates for the ITIL v3 Foundation Certificate in IT Service Management examination, held at the end of the third day. There will be reinforcement in the form of exercises throughout the course with the objective of instilling a deeper understanding of IT Service Management.
The focus of the course is to help candidates understand the value to the business provided by each phase of the Service Management Lifecycle as covered by the five core books:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
There is particular importance placed on developing an underlying service culture within the IT organization. Topics covered include:
- Introduction to Service Management
- The importance of Service Management
- Definition of a Service and Service Management
- The need for a service culture
- Service Management as a practice
- The Service Lifecycle
Audience:
This course is for IT Managers and Practitioners involved in the strategy, design, implementation, and on-going delivery of business-used IT services and for anyone who requires an insight into Service Management best practice.
Prerequisites:
There are no prerequisites for this course.
For those students attending this class via our remote learning modality, students will need a computer and High-Speed Internet connection for this offering.
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Outline:
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Topics:
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The following Processes, Functions, Concepts, and Terms will be defined and discussed:
- Key Principles and models of ITSM
- The types of service provider
- The five major aspects of Service Design
- The service V model
- The Continual Service Improvement model
- Define the characteristics of a process
- The objectives, business value, basic concepts, roles, and interfaces of Service Portfolio Management
- Service Level Management
- Incident Management
- Change Management
- Demand Management
- Financial Management
- Service Catalogue Management
- Availability Management
- Capacity 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
- Service Desk
- Application Management
- Operations Management
- Technical Management
- Organization structure and key roles
- Using the RACI model
- Technology and Architecture
- Generic requirement for an integrated set of ITSM technology
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*Content, days, and times vary depending on your location. Please view the outline prior to purchase or contact the local center for more information.
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