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.  ITIL’s 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 DESCRIPTION

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 FORMAT

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:

IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators

PREREQUITIES:

 A background or familiarity with IT services is recommended.

OBJECTIVES

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