3 Day Course
Introduction
IT organizations are faced with a rapidly evolving environment coupled
with a more headcount‐constrained staff, where standardization on optimal
systems and procedures is a critical success factor. The Information Technology
Infrastructure Library (ITIL) is a set of best practices that may be used to
deliver high quality IT services. ITILs body of knowledge represents the
consensus derived from over a decade of work and experience by thousands of IT professionals
world‐wide, earning for it the status as de facto world standard for IT
service management best practices.
ITIL Version 3 (V3) is the latest
evolution of ITIL which puts heavy emphasis on the alignment of IT to the business.
And while ITIL Version 2 (V2) is more focused on the operational processes of
IT, ITIL V3 covers the entire IT service lifecycle of strategy, design,
transition, operation, and continuous improvement.
Course Overview
This course introduces the lifecycle of managing IT services to deliver
on business expectations. As well as an engaging, case‐study‐based
approach to learning the core disciplines of the ITIL best practice, this
course also positions the student to successfully complete the associated exam,
required for entry into the future ITIL v3 intermediate level training courses.
The ITIL Version 3 best practice is composed of five core disciplines:
•
Service Strategy
•
Service Design
•
Service Transition
•
Service Operations
•
Continual Service Improvement
Course Design
This 3 day instructor‐led
classroom course combines short lectures, practical group exercises, quizzes, a
sample exam, and test taking tips to prepare the student to understand and
apply ITIL V3 principles, and to pass the (optional) ITIL Foundation
certification examination.
Audience Profile
IT Management, IT Support Staff,
IT Consultants, Business Managers, Business Process Owners, IT Developers,
Service Providers, System Integrators
Prerequisites
A background or familiarity with
IT services is recommended.
At Course Completion
After completing this course,
students should be able to:
•
Identify
the key principles and concepts of IT Service Management
•
Identify
the benefits of implementing ITIL in an organization
•
Identify
the Service Management processes and how they map to the Service Life Cycle
•
Identify
the basic concepts and definitions related to the Service Life Cycle
•
Identify
the activities and roles involved with the Service Life Cycle
•
Identify
the relationship of each component of the Service Life Cycle and how they map
to other components
•
Identify
the factors that affect the effectiveness of the Service Life Cycle
•
Prepare
to take the ITIL v3 Foundation Certificate in IT Service Management exam.
Certification Examination
ITIL v3
Foundation Certificate (the Foundation Certificate in IT Service Management), a
40‐question one‐hour multiple choice examination is scheduled third
day of class.
Course Outline
Module: Introduction to ITIL
Module: Service Management as a Practice
•
Principles
of Service Management
Module: The Service Lifecycle
•
Overview
of the Service Lifecycle
•
The ITIL
V3 Library
Module: Service Strategy
•
Concepts
and Definitions
•
Key
Principles and Models
•
Processes
Module: Service Design
•
Concepts
and Definitions
•
Key
Principles and Models
•
Processes
Module: Service Transition
•
Concepts
and Definitions
•
Key
Principles and Models
•
Processes
Module: Service Operation
•
Concepts
and Definitions
•
Key
Principles and Models
•
Processes
•
Functions
Module: Continual Service Improvement
•
Concepts
and Definitions
•
Key
Principles and Models
•
Processes
Module: Roles
•
Key
Service Management Roles
•
The RACI
Model
Module: Technology and Architecture
•
Service
Management and Technology
Module: ITIL Exam Preparation
•
ITIL
Qualification scheme
•
Test
Preparation & Mock Examination
