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ITIL v3 Foundation |
 Length:
3 days
PDUs: 21
Prerequisites: none
Target Student:
This course is for IT Managers and IT practitioners involved in the strategy,
design, implementation and ongoing delivery of business based IT Services and
for anyone who requires an insight into the good practices of Service
Management.
Course Objective
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Based on the third version of the IT Infrastructure Library (ITIL) service
lifecycle approach, this course provides IT Managers, IT practitioners and
anyone who uses IT Services with a practical understanding of the key concepts,
principles, processes and functions that enable successful IT Service Management
(ITSM) provision. The course provides proven, practical guidance on how to
successfully introduce an integrated ITSM framework and how good practices can
be adopted and adapted within a student’s organization. The course also prepares
students for the ITIL v3 Foundation Certificate Examination, a multiple-choice
exam containing 40 questions.
Instructor Background:
The instructor for this course brings a wealth of subject matter expertise and
practical, exam focused experience into the classroom. He is a PMP (Project
Management Professional) with over 20 years of experience in Information Systems
Project and Program Management, an MCST (Microsoft Certified Technology
Specialist) on MS Project Server 2007 and an ITIL v3 Certified Expert. A member
of PMI for nearly 10 years, he has served in several roles on the Board of
Directors of his local chapter and participated in many national and
international PMI conferences. He currently provides training and consulting
services for students and clients nationally and internationally in the areas of
Information Technology, IT Process and Project Management.
Course Content
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Lesson 1: Introduction to IT Service
Management
ITIL History
ITIL Lifecycle
RACI Organizational Context
Lesson 2: The Service Lifecycle
The Five ITIL Lifecycle Phases
Value Creation
Process Model
Lesson 3: Service Strategy
Strategic Perspective
Financial Management
Service as a Value
Service Portfolio Management
Lesson 4: Service Design
Business Change Design
Design Aspects
Key Processes
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Lesson 5: Service Transition
Management of Change and Risk
Release Management
Release Validation
Key Processes
Lesson 6: Service Operation
Operations Value
Operational Functions
Key Processes
Lesson 7: Continual Service Improvement
Alignment of IT to Business
Process Improvement
Quality Management
Practice Exams:
Two Practice Exams will be administered and reviewed
during the course.
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