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ITIL Foundation Training

Duration: 3 days

This 3 day course is for IT professionals involved in the delivery of business-focused IT services who require a sound understanding of best practice Service Management processes and procedures.

It also provides delegates with an opportunity to gain a recognised entry-level professional qualification in IT Service Management.

Objectives

Attendance on this workshop will enable delegates to:

• Describe the key ITIL processes, roles and responsibilities and the interfaces between them
• Explain the key benefits of an ITIL based approach to Service Management
• Describe some of the practical issues and costs associated with an ITIL implementation
• Recognise and confidently use a standard IT Service Management lexicon
• Prepare to undertake the ISEB examination for the ITIL Foundation Certificate
  

Format

The format of the event is highly interactive and designed to present the information in memorable, manageable segments. Throughout the course, delegate’s understanding of the material will be tested
through the use of exercises and examination style questions. At the end of the course, delegates will sit a one hour multiple choice examination leading to the ISEB Foundation Certificate.

Each delegate will receive a comprehensive course handout containing all of the course slides and full supporting documentation.

Content

Overview of ITIL Version 3 and IT Service Management

• What is ITIL Version 3?
• ITIL V2 vs. ITIL V3
• IT Service Management
• Best Practice
• ITIL Version 3 Processes

Service Strategy – Overview of the Goals and Objectives

• Service Strategy Principles
• Define the Market
• Develop Offerings
• Develop strategic assets
• Prepare for Execution
• Service Portfolio Management
• Demand Management
• Financial Management

Service Design – Overview of Goals, Objectives and Roles

• Service Catalog Management
• Service Level Management
• Capacity Management
• Service Continuity Management
• Availability Management
• Information Security Management
• Supplier Management

Service Transition – Overview of Goals, Objectives and Roles

• Change Management
• Knowledge Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Transition Planning and Support
• Service Validation and Testing Evaluation

Service Operation – Overview of Goals, Objectives and Roles

• Incident Management
• Request Fulfillment
• Problem Management
• Event Management
• Access Management
• Service Desk
• Technical Management
• IT Operation Management
• Application Management
• Monitoring and Control

Continual Service Improvement – Overview of Goals, Objectives and Roles

• Continual Service Improvement Model
• Continual Service Improvement – 7 Step
• Improvement Process
• CSI – Deming Cycle
• CSI – RACI Model

ITIL V3 Practice Questions and Case Studies

ITIL V3 Practice Exam

 

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