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You Will Learn How To
- Prepare for and take the ITIL v3 Foundation Certification Exam
- Identify opportunities to develop IT processes using ITIL v3
- Interact with IT teams using ITIL terminology and concepts
- Explore the components of Service Management processes
- Recognize the importance of IT and business integration
- Explain the benefits of Continual Service Improvement to the organization
Course Benefits The IT Infrastructure Library (ITIL) v3 is the current version of the most widely adopted best practice framework for IT management. Achieving the Foundation Certification represents clear demonstration that you can contribute to improving the maturity of an IT organization. In this course, you take the ITIL v3 Foundation Certification Exam on the final day of class. The unique structure and format of this course follows the guidelines of the testing body and provides comprehensive coverage of the ITIL v3 Foundation Certification Exam topics.
Who Should Attend Those who want to achieve ITIL v3 Foundation Certification. General IT knowledge is assumed.
Workshop Course Attendees gain knowledge of the Service Lifecycle and the integration of IT and the business need through ITIL v3. Workshops include:
- Exploring ITIL principles to reduce hardware failure
- Leveraging ITIL processes for software deployment
- Enhancing competitive advantage with ITIL Service Strategies
- Increasing organizational value with ITIL contributions
- Generating efficient audits through ITIL maturity
- Daily exam practice and review sessions
- Taking the ITIL v3 Foundation Certification exam
Important Course Information - The ITIL Foundation Certification Exam is offered on the final day of class
- Course fee includes the Foundation Exam
- Pre-course reading recommended
Course 197 Content ITIL Fundamentals
Origins, development and governance
- Defining IT Service Management
- Reviewing the structure and scope of the Foundation Certification Examination
- People, process, technology and partners
The Five Core Processes
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Service Management as a Practice
Concepts of Service Management
- The efficient development of new services and the improvement of existing services
- Good practice
- Functions, Roles and Processes
The Service Lifecycle
- The ongoing design, development and utilization of services
- Utility and Warranty
- Service Design and the business
- IT and the business integration
ITIL v3 Core Concepts
Identifying and documenting the services
- Service Portfolio
- Service Catalog
- Business case
- Risk
- Service model
- Service provider
- Supplier
- Service Level Agreement (SLA)
- Operational Level Agreement (OLA)
- Contract
- Service Design Package (SDP)
Data information and knowledge
- Configuration Management System
- Service Knowledge Management System (SKMS)
- Definitive Media Library (DML)
Optimizing the infrastructure
- Service Request
- Change and Release
- The seven Rs of Change Management
- Event, Alert and Incident
- Problem and Workaround
- Known Error and Known Error Database (KEDB)
- Service Measurement
- Availability
- Diagrams to illustrate the infrastructure
ITIL v3 Key Principles and Models
Service Strategy
- The three types of Service Providers
- Perspective, position, plan or pattern
Service Design
- Service Portfolio design
- Technology design
- Process design
- Insourcing, outsourcing and partnership
Service Transition
- The Service V model
- Business value, asset and configuration management
Service Operation
- Quality of Service vs. Cost of Service
- Reactive vs. proactive
Continual Service Improvement
- Plan, Do, Check, Act
- Business mission, goals and objectives
ITIL v3 Processes
The roles in Service Management
- Defining the market
- Strategic assets
- Service Level Management
- Information Security Management
- Supply Management
Resilience and reliability in Service Management
- Availability Management
- Event Management
- Release and Deployment Management
Service Management Functions and Roles
Outlining IT organization functions
- Service Desk function
- Technical Management function
- IT Operations function
- Process owner
- Service owner
Defining service roles
- Service Design roles
- Service Transition roles
- Service Operation roles
- Continual Service Improvement roles
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