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Course Overview
This three-day
Live Instructor-Led
classroom course provides you with an intense and
focused exploration of the new and updated topics in ITIL® v3. The
course is intended for
those who work within IT or wish to explore IT service management
frameworks and how
they may be used to enhance overall service quality and service
provision.
Course Objectives
•
Identify the purpose and foundation of ITIL®
•
Identify the best practices documented in ITIL® V3.
•
Identify the implications of implementing one or more ITIL®
best practices.
•
Identify the concepts underlying ITSM.
•
Define the roles, processes, and components within key
areas of IT Service
•
Management.
•
Define Service Strategy, Service Design, Service
Operations, Service Transition,
•
Continual Service Improvement concepts.
•
Increase participant's capacity to pass the ITIL®
Foundation Certification exam.
Who Should Attend
•
Candidates from organizations wishing to better understand
the ITIL framework, and
how benefits of implementing such a
framework can accrue.
•
Candidates looking to achieve credit towards the coveted
ITIL V3 Expert designation
Every Learner Receives
•
3 days of instructor-led training
•
Student Portal Access
o
Interactive memorization tools
o
Concept Videos
o
Term Challenge
•
Student Guide & Student workbook
•
Sample exams
Prerequisites
• No required prerequisite knowledge.
Course Agenda
Introduction
Business/Organizational Objectives
Lifecycle
General
Concepts
Functions, Processes & Roles
Governance
What is ITIL®?
Key Roles—Owner vs. Manager
Internal
vs. External
Services
Core,
Enabling,
or
Enhancing
Services
Service
Management
Defined
IT
Service
Management
Stakeholders
in
IT
Service
Management
Public
Frameworks
vs. Proprietary
Knowledge
Custom
Frameworks
(Pick &
Choose)
Why
is
ITIL
Successful?
Value
Potential
for
Value
Resources
&
Capabilities
Service
Assets
Deliver
Value
Process
Process
Characteristics
Process
Control
Process
Models
Roles
Process
Practitioner
Difference in Focus
Functions
RACI Matrix
Service
Strategy
-‐
Processes
Financial Management
Demand Management
Service Portfolio
Management
Service Design
-‐
Processes
Design Coordination
Service Level Management
Supplier Management
Service Catalog Management
Availability Management
Capacity Management
IT Service
Continuity
Management
Information Security
Management
Service
Transition
-‐
Processes
Transition
Planning
& Support
Service Asset &
Configuration
Change Management
Release & Deployment
Management
Knowledge Management
Service
Operation
-‐
Processes
Event Management
Incident Management
Request Fulfillment Management
Problem Management
Access Management
Service
Operation
-‐
Functions
Service Desk
Technical Management
IT Operations
Management
Application
Management
Continual
Service
Management
(CSI)
Measurement and Improvement
Deming
Model
CSI
Model
The
Seven-‐step
Improvement
Process
Technology Implementation
Exam
Preparation
“ITIL® is a Registered Trade Mark of the Office of
Government Commerce in the United Kingdom and other
countries”.
"The Swirl logo™ is a Trade Mark of the Office of
Government Commerce".
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