ITIL V3. FUNDAMENTAL

Descriptions :

This course provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.

The course enables delegates to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organizations.

• To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.
• To prepare delegates for the ITIL Foundation Certificate in IT Service Management examination

•  The course is assignment based, with practical coursework. It is based upon the
• OGC’s ITIL Books:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement.
• There is particular importance placed on developing an underlying service culture within the IT organization.

Segment 1:

Introduction to Service Management: The importance of Service Management

• Definition of a Service and Service Management
• The need for a service culture
• Service Management as a practice

The Service Lifecycle : The objectives and business value for each phase of the lifecycle. The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:

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

Segment 3:

• The types of service provider
• The five major aspects of Service Design
• The service V model
• The Continual Service Improvement model

Segment 4:

1. Service Portfolio Management
2.  Service Level Management
3.  Incident Management
4. Change Management

1. Demand Management
2. Financial Management
3. Service Catalogue Management
4. Availability Management
5.  Capacity Management
6. Supplier Management
7.  Information Security Management
8.  IT Service Continuity Management
9. Service Asset and Configuration Management
10. Release and Deployment Management
11.  Event Management
12. Problem Management
13. Request Fulfillment
14.  Access Management
15.  The 7 step improvement process
16.  Explanation of the functions:
17. Service Desk, Application Management, Operations
18. Management, Technical
19. Management

1. Using the RACI model
2.  Technology and Architecture
3.  Generic requirement for an integrated set of ITSM technology

• Comprehensive course documentation is provided

Segment 6: Cases: ITIL  cases