ITIL V3: Achieving Foundation Certification

Course Outline

Description: 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.

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.

In this course, you take a sample ITIL v3 Foundation Certification Exam on the final day of class. Your instructor will discuss how and where you may take the actual certification test.

Duration: 3 Days

Prerequisites: There are no prerequisites for this course although a background in IT as well as the participant’s own business environment will be beneficial.

Objectives:
After completing this course, students will be able 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

I. 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

· Overview of the differences between ITILv3 vs. v2

· The Five Core Processes

· Service Strategy

· Service Design

· Service Transition

· Service Operation

· Continual Service Improvement

II. 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 life cycle

· The ongoing design, development and utilization of services

· Utility and Warranty

· Service Design and the business

· IT and the business integration

III. 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

IV. 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, Act, Check

· Business mission, goals and objectives

V. 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

VI. 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

VII.   Practice ITIL v3 Foundation Certification Exam