ITIL® V3 Foundation Program (Certification Program)

This exam-preparatory course provides comprehensive coverage of foundation concepts within the IT Infrastructure Library (ITIL®) V3. Through lectures & practice exam questions participants explore the concepts of good practice in IT Service Management...

Course Outline

ITIL® is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations. Since early 1990, ITIL® has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under version 3. In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL® V3 now emphasizes the following areas:
• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management Process
• Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services
This exam-preparatory course provides comprehensive coverage of foundation concepts within the IT Infrastructure Library (ITIL®) V3. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® V3 Framework. Included in this course is the ITIL® V3 Foundation formal certification exam.

ITIL® is a world wide Registered Trade Mark, and a Registered Community Trade Mark, of the Office of Government Commerce (OGC) and is registered in the US Patent and Trade Mark Office. Acend is in partnership with Ahead Technology Inc. to deliver ITIL® accredited courses. Ahead Technology Inc. is an LCS® ATO.

Program Objectives

An effective lecture designed at achieving a clear understanding the new ITIL® V3 Best Practice and Service Management lifecycle model
·         To provide participants with a strong understanding of the ITIL® V3 Service Lifecycle approach, Service models and framework, ITIL® common language, processes definitions and relationships, benefits and goals.
·         To provide participants a firm foundation in IT Service Management best practices, the knowledge and pre-requisite to prepare for the ITIL® V3 Foundation Certification exam.

Program Contents

·         Overview of the drivers for ITIL® V3
·         Key differences between ITIL® V2 and ITIL® V3 – What are the major changes?

o    New concepts, definitions and terminology
o    Key processes and functions

Introduction to Service Management
·         The evolution of Service management
·         Definition of Service and Service Management
·         Service Management as best practice
·         The importance of adopting a service and continual improvement culture and approach
·         Interface to other framework and standards (i.e. ISO/IEC 20000)

The Service Lifecycle
·         Objectives and business value
·         The main components (the new books) within the 5 stages in the lifecycle:

o    Service Strategy
o    Service Design
o    Service Transition
o    Service Operation
o    Continual Service Improvement

Key Principles of IT Service Management
·         Types of service providers
·         Five key aspects of Service Design
·         The 7 “Rs” of Change Management
·         Service “V” model
·         Continual Service Improvement model
·         The need for IT Governance and control
·         Process development characteristic and guidelines

Basic concept, objectives and activities of:
·         Service Portfolio Management
·         Service Level Management
·         Incident Management
·         Change Management
·        Demand Management
·        Financial Management
·        Service Catalogue Management
·        Availability Management
·        Capacity Management
·        Supplier Management
·        Information Security Management
·        IT Service Continuity Management
·        Service Asset and Configuration Management
·        Release and Deployment Management
·        Event Management
·        Problem Management
·        Request Fulfillment
·        Access Management
·        The 7 step improvement process
 
Overview of the functions
·        Service Desk
·        Application Management,
·        Operations Management
·        Technical Management

Organization structure
·         Key roles and responsibilities
·         Technology and Architecture considerations

Additional Details

Pre-Requisites

Certificates offered

Included in this course is the ITIL® V3 Foundation formal certification exam.

Cancellation Policy

Cancellations or postponements received more than ten business days prior to the first day of the course will be subject to a 15% administration fee. The cost of the course is payable, in full, for any cancellations or postponements received within ten business days, or less, prior to the first day of the course.

Map & Reviews

Acend Corporate Learning
[ View Provider's Profile ]

Toronto Training Center
69 Yonge St
Suite 1200
Toronto, Ontario
Canada   M5H 1A1

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The training provider, Melanie, was exceptional. She was very knowledgeable and sat with me personally for hands on training. I found the course to be long and difficult to complete in one day.

Reviewed by Bonnie . 2012

   

The amount of material was a little much (maybe an hour) to cover in the allotted time - but otherwise good.

Reviewed by Lisa K. 2011

   

The room was too cold for me. The Instructor was very helpful.

Reviewed by Agnes S. 2011

   

A co worker of mine, did not receive the certificate of completing the course. As well, I received a website to log to after the course for 30 days (The Online Support). Although the vendor ID number does not exisit. I have gone back to my contact at Last Minute Training, and haven't received any feedback from her. The course was good, the follow up, was the greatest service.

Reviewed by Jennifer S. 2011

   

Would like to have access to the on-line training materials for this course for a period of time after course completion

Reviewed by Sandra B. 2011

   

Hi - the server crashed during my session and I would like to reschedule. Can someone contact me to do this?

Reviewed by Maura A. 2011