Frequently Asked Questions

What is this course about? This exam-preparatory course provides comprehensive coverage of foundation concepts within the IT Infrastructure Library (ITIL) v3. Through case studies, practise exam questions and daily review sessions, you explore and evaluate good practice in IT service management based on the ITIL v3 methodology. You also assess the activities, roles and security issues involved in the Service Management Lifecycle, examine the components of each of the core Service Management Processes (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) and cover key Service Management terminology. The course culminates in the ITIL v3 Foundation Certification Exam, which is offered on the last day of class. What background do I need? No specific experience is required. However, general IT knowledge is assumed Who will benefit from this course? This course is valuable for professionals involved in all facets of IT service management, including: IT service and support managers and staff Project managers IT consultants and developers Key business users CIOs What is ITIL? The Information Technology Infrastructure Library (ITIL) Version 3 is a customisable framework for good practice of IT services and infrastructure. ITIL was developed in the 1980s by the Central Computer and Telecommunications Agency, which later became the Office of Government Commerce (OGC), a governmental organisation in the United Kingdom. ITIL has evolved to become the world-wide de facto standard for IT service management and encompasses multiple components of IT service management, including Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Why should I use the ITIL framework? IT service management ensures organisations manage and support the people, processes and technologies within a business environment effectively and professionally. By applying ITIL v3 service management practices, your organisation may reduce costs, improve Return on Investment (ROI), enhance productivity, and maintain a consistent standard for service delivery. What are the major differences between ITIL v2 and ITIL v3? The underlying processes and principles of ITIL have not changed in v3. The most significant difference is the focus of IT best practice as it relates to the business. The previous version, ITIL v2, was process oriented; ITIL v3 places emphasis on the management of IT throughout the entire Service Lifecycle and on the significance of creating business value, instead of simply on the execution of processes. I already have the ITIL v2 Foundation Certificate. Should I take this course? You should instead consider Course 192, ITIL® v2-v3 Foundation Certification Bridge, which covers the differences between ITIL v2 and v3 and prepares you for the ITIL v3 Foundation Bridging Exam. You must hold the ITIL v2 Foundation Certificate to take the Bridging Exam, offered at the end of this course. Successful completion of the Bridging Exam is comparable to obtaining the ITIL v3 Foundation Certificate. Why is an ITIL Foundation Certificate important? A Foundation Certificate certifies you have the requisite background to evaluate IT service management good practice and understand how the ITIL framework can improve the efficiency and effectiveness of Service Management within your organisation. Is the ITIL Foundation Certification Exam included in the course? Yes! You take the ITIL v3 Foundation Certification Exam on the last day of the course. How long is the ITIL Foundation Certification Exam? The ITIL v3 Foundation Certification Exam is a 40-question, multiple choice test. You are given one hour to complete the examination. How much time is spent on each topic? Content Hours Service Management as a practice 1.0 The Service Lifecycle 1.5 Concepts and definitions 1.5 Key principles and models 2.5 Processes 5.0 Functions 1.0 Technology and architecture 0.5 Mock exam, analysis, overview of ITIL qualifications 2.5 ITIL v3 Foundation Certification Exam 1.0 Times, including the workshops, are estimates; exact times may vary according to the needs of each class. Is this course accredited? Yes! APMG, the worldwide accreditation, certification and qualification body, has accredited this course and the instructors who teach it as providing high-quality training in IT Service Management. How are the ITIL materials covered in the workshops? Approximately 50% of the course is spent in highly interactive workshops. The workshops offer multiple opportunities to apply recently learned concepts and include practical exercises and practise exam questions. Case studies are also employed to illustrate how ITIL-based solutions can improve the efficiency and service support and delivery within a business environment dramatically. Why should I take this course from Learning Tree? For over thirty years, Learning Tree has been dedicated to providing the finest management and technology training available. This course continues our commitment to that preeminent level of educational quality. Our ITIL-certified instructors are practitioners and consultants working in IT Service Management day to day who move beyond the standard, "by-the-numbers" approach that other ITIL exam-preparatory courses offer, and instill a more complete and personalised approach to ITIL v3. This method is designed to relate course topics to your real-world experiences and provide you with a better understanding of the material. How does this course relate to other Learning Tree courses? For further ITIL Certification training, please see: 991, ITIL® v3 Intermediate Qualification: Service Operation  992, ITIL® v3 Intermediate Qualification: Service Transition  993, ITIL® v3 Intermediate Qualification: Service Design  994, ITIL® v3 Intermediate Qualification: Continual Service Improvement  995, ITIL® v3 Intermediate Qualification: Operational Support and Analysis  996, ITIL® v3 Intermediate Qualification: Release, Control and Validation  997, ITIL® v3 Intermediate Qualification: Planning, Protection and Optimization  998, ITIL® v3 Intermediate Qualification: Service Offerings and Agreement  For ITIL v2 training, you may be interested in the following courses: 188, ITIL® v2: Change, Configuration and Release Management Practitioner Certification  189, ITIL® v2: Service Desk, Incident and Problem Management Practitioner Certification  193, ITIL® v2: Practitioner Agree and Define (IPAD) Certification  The following courses may also be of interest: 211, Introduction to Business Analysis: Defining Successful Projects is valuable for those who need to apply the knowledge and skills of the business analyst role within their organisation 381, Business Process Re-engineering for Competitive Advantage provides you with critical knowledge and skills to implement business process re-engineering within your organisation 289, Disaster Recovery Planning: Ensuring Business Continuity helps you identify vulnerabilities and implement appropriate countermeasures to prevent and mitigate threats 290, Management Skills gives you a working knowledge of the key aspects of management

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