Course Details
ITIL v3 Foundation
  • Course Length: 0 days
  • Course Price: $0
  • Code: ITILv3
  • Course Mode: ILT
Prerequisite
Anyone involved in the IT service profession including IT leadership, key business managers, network operations, business process analysts, business analysts, IT consultants, project managers, systems integrators, help desk managers and analysts, managed service providers, application developers, and solution providers and sales staff.
Audience
IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators

Released on May 30, 2007, ITIL® Foundation Version 3 certification course is a long-awaited update to the best practice guidance of the IT Infrastructure Library™. Known as ITIL® v3, the books are framed around the Service Lifecycle, taking a holistic approach to managing services and delivering business value. All of the core processes and concepts from ITIL® v2 remain in ITIL® v3 with updates to address emerging trends. New processes are in response to requests from the practitioner community. All processes have been grouped into the appropriate volume, reflecting their business value in the Service Lifecycle:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

  • Introduction ITIL Concepts
  • Origins of ITIL ITSM - A Real-Life World of Experience
  • The History of ITIL
  • Why Refresh Concepts We Need to Know
  • Good Practice IT Service Management
  • Service
  • Service Model Function - Process - Role
  • What is a Process?
  • Process Characteristics
  • IT Governance and Service Lifecycle
  • ITIL Concepts
  • Checkpoint
  • Continuous Service Improvement
  • CSI and the Service Lifecycle
  • Managing through the Lifecycle
  • CSI Model
  • Principles of CSI
  • CSI and Organizational Change
  • Ownership Role Definitions
  • Drivers
  • Service Level Management Continuous Improvement
  • Service Measurement
  • Knowledge Management Benchmarks
  • Governance Frameworks, Models, and Quality Systems
  • 7-Step Improvement Process
  • CSI Program Concepts
  • Service Operation
  • Service Operation and the Service Lifecycle
  • Purpose, Goals, and Objectives of Service Operation
  • Scope of Service Operation
  • Service Operation’s Value to the Business
  • Principles of Service Operation
  • Service Transition
  • Service Transition and the Service Lifecycle
  • Service Transition Model
  • Purpose, Goals, and Objectives of Service Transition
  • Scope of Service Transition
  • Service Transition’s Value to the Business
  • Principles of Service Transition
  • Service Design
  • Service Design and the Service Lifecycle
  • Service Design Model
  • Purpose, Goals, and Objectives of Service Design
  • Scope of Service Design
  • Service Design’s Value to the Business
  • Principles of Service Design Service Strategy
  • Service Strategy and the Service Lifecycle
  • Service Strategy Model
  • Purpose, Goals, and Objectives of Service Strategy
  • Scope of Service Strategy
  • Service Strategy’s Value to the Business
  • Principles of Service Strategy
  • Open itSM Solutions
  • Open Frameworks, Methods and Standards
  • The Service Provider Model
  • The Open itSM Solutions
  • Reference Model
  • Review Program

This course introduces the key concepts of each ITIL v3 function, process and lifecycle stage. By the end of this course, the participants will be able to identify: The stages and processes within the Service Lifecycle Business value of implementing each process in an organization Objectives and basic concepts related to each process Activities and roles involved in each process Relationship of each process to other processes Terminology, techniques and practical approaches