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Customer Service or Enrol: 0800 282 353 or +44 1372 364610 |
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You Will Learn How 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
- Recognise the importance of IT and business integration
- Explain the benefits of Continual Service Improvement to the organisation
Course Benefits
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 organisation. In this course, you take the ITIL v3 Foundation Certification Exam on the final day of class. 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.
Who Should Attend
Those who want to achieve ITIL v3 Foundation Certification. General IT knowledge is assumed.
Course Workshops
Attendees gain knowledge of the Service Life cycle and the integration of IT and the business need through ITIL v3. Workshops include:
- Exploring ITIL principles to reduce hardware failure
- Leveraging ITIL processes for software deployment
- Enhancing competitive advantage with ITIL Service Strategies
- Increasing organisational value with ITIL contributions
- Generating efficient audits through ITIL maturity
- Daily exam practice and review sessions
- Taking the ITIL v3 Foundation Certification exam
Course Content
- Defining IT Service Management
- Reviewing the structure and scope of the Foundation Certification Examination
- People, process, technology and partners
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
- The efficient development of new services and the improvement of existing services
- Good practice
- Functions, Roles and Processes
- The ongoing design, development and utilisation of services
- Utility and Warranty
- Service Design and the business
- IT and the business integration
- Service Portfolio
- Service Catalogue
- Business case
- Risk
- Service model
- Service provider
- Supplier
- Service Level Agreement (SLA)
- Operational Level Agreement (OLA)
- Contract
- Service Design Package (SDP)
- Configuration Management System
- Service Knowledge Management System (SKMS)
- Definitive Media Library (DML)
- 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
- The three types of Service Providers
- Perspective, position, plan or pattern
- Service Portfolio design
- Technology design
- Process design
- Insourcing, outsourcing and partnership
- The Service V model
- Business value, asset and configuration management
- Quality of Service vs. Cost of Service
- Reactive vs. proactive
- Plan, Do, Check, Act
- Business mission, goals and objectives
- Defining the market
- Strategic assets
- Service Level Management
- Information Security Management
- Supply Management
- Availability Management
- Event Management
- Release and Deployment Management
- Service Desk function
- Technical Management function
- IT Operations function
- Process owner
- Service owner
- Service Design roles
- Service Transition roles
- Service Operation roles
- Continual Service Improvement roles
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ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce.
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| Customer Service or Enrol: 0800 282 353 or +44 1372 364610 |
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