ITIL V3 Foundation
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ITIL – IT Service Management V3 Foundation CourseDuration: 3 Days
This course provides comprehensive first-level training for anyone involved in the provision, support, and delivery of IT Services. It is a 3 day training course leading to the V3 Foundation Certificate in IT Service Management. During the course, delegates will gain knowledge of best practice terminology, the structure and basic concepts of ITIL V3 Service Management.
The course is led by a qualified instructor, using lectures, discussions, exercises and mock examination in preparation for the multiple choice ISEB Examination.
The multiple-choice examination is held at the end of the third day of the course.
Course Focus
The aim of the course will be to give you an overview of the topics in ITIL® Version 3 as follows :
Service Management as a practice
Understand the concept of a good practice
The concept of a service
The concept of Service Management
Define processes, roles and functions
The Service Lifecycle
Understand and explain the Service Lifecycle and its key concepts
Understand the business value of the phases of the Service Lifecycle
Key concepts and definitions
Understanding the key terminology and the key concepts of Service Management
Key principles and models
What is Service Strategy?
Understand the main goals and objectives of Service Strategy
Understand the 4 main activities of Service Strategy
Basic overview of value creation through services
Overview 3 Service Strategy processes
Service Design
Understand the importance of people, processes, products and partners
Understand the five major aspects of Service Design
Understand the different sourcing approaches
Overview of the 7 Service Design processes
Service Transition
Explain the Service V model
Overview of the 3 Service Transition processes
Service Operation
IT Service versus technology components
Quality of Service versus cost of service
Reactive versus proactive
Overview of the 5 key Service Transition processes
Continual Service Improvement
Objectives of Continual Service Improvement
The 7 step improvement process
Functions
The Service Desk
Technical Management
Application Management
IT Operations Management
Roles
Understand the role of a Process owner
Understand the role of a Service Owner
The role of the RACI model in determining organisational structure
Technology and Architecture
Requirements for an integrated set of Service Management technology
How Service automation assists with integrated processes
The V3 Foundation Certificate in IT Service Management is a pre-requisite for the further training in ITIL Version 3 that leads to the ITIL Expert in IT Service Management.
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Further Details
What is ITIL?ITIL stands for the IT Infrastructure Library and was originally developed by the UK Government. It has become the most widely accepted framework for implementing best practice IT Service Management (ITSM) leading to its adoption in many organisations in the UK and overseas
ITIL is intended to assist organisations in optimising their own IT service management practices. Worldwide, ITIL is the most widely used best practice for IT Service Management.
ITIL is a top-down, business driven approach to the management of IT Services that specifically addresses the strategic business value generated by the IT organisation and the delivery of high quality IT services. ITIL is designed to focus on the people, processes and technology issues that IT organisations face.
ITIL is aimed at:
•IT Service Providers
•IT Directors and Managers
•Chief Information Officers
It will also inform:
•Business managers
•Customers and end-users involved in building good relationships with their IT service providers plus any organisation that depends on IT Services.
The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT Service Management in the world. ITIL is a cohesive best practice framework, drawn from the public and private sectors internationally. It describes the organisation of IT resources to deliver business value, and documents processes, functions and roles in IT Service Management (ITSM). ITIL is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools. The original version of ITIL was developed at the same time as, and in alignment with BS 15000, the former UK standard for IT Service Management. BS15000 was fast-tracked in 2005 to become ISO/IEC 20000, the first international standard in ITSM.
This Training Course is taught in classrooms in the following locations:
Dundee
Falkirk
Inverness
Belfast
Leeds
Newcastle
York
Bolton
Liverpool
Cambridge
Nottingham
Coventry
Cardiff
Medway
Milton Keynes
Reading
Slough
Southampton
Tonbridge
Harlow
London N
London NW
London SE
London SW
London W
London WC
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
