Certified ITIL Foundations V3 Course

This hands-on training program for IT Infrastructure Library (ITIL) Foundation certification introduces you to the fundamentals of IT Service Management (ITSM) as described in ITIL Version 3 (ITIL v3). This course will help you prepare for the certification exam and acquire valuable insight from instructors who have actually managed IT operations and ITSM programs

What You’ll Learn:

• Key ITIL processes
• Benefits of ITIL process implementation
• ITIL process relationships
• Factors that impact ITIL process effectiveness

Course Outline

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