ITIL Foundation Certification Version 3 (includes exam)

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.

Audience IT professionals interested in understanding the content and concepts of the new ITIL V3, as well as understand the differences with previous ITIL V2.
    * Executives and key stakeholders
    * Process Owners and Managers
    * Senior technical and operational staff
    * IT professionals and Consultants
    * IT customers

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?
      - New concepts, definitions and terminology
      - 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:
      - Service Strategy
      - Service Design
      - Service Transition
      - Service Operation
      - 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

Program Material
    * The Foundation V3 training program includes the following as reference documentation:
    * Course Manual
    * Exam study guide
    * ITIL V3 acronyms and glossary
    * Sample examination questions and answers

Next Steps
    * The future of ITIL Qualification
      - What will happen to current certifications and qualifications?
      - When should we start adopting ITIL V3 concepts?
      - Do I have to read all the books?
      - What will happen to our ITIL V2 investments?
      - Will tools still satisfy ITIL?
      - How does ITIL V3 map to other quality standard such as ISO/IEC 20000

Additional Details

Pre-Requisites

None

Certificates offered

21 Professional Development Units (PDUs) are available for Project Managers

Cancellation Policy

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This course was great, very informative, had Lionel as instructor and he was also very good.

Reviewed by Robin T. 2012

   

Instructor was eager to assist but lacked subject matter expertise. Course time management was very poor. Content provided could have been delivered effectively in a one day course.

Reviewed by Inta N. 2012

   

Good Course, good trainer. All questions addressed equally and in a timely professional manner.

Reviewed by Joe L. 2011

   

The course content was interesting; however, the instructor didn't have enough knowledge about Microsoft Sharepoint 2010 Development and wasn't able to answer questions without google search. In the future CTE needs to make sure the instructors have real on-hands experience and are highly trained in the technologies they are supposed be teaching.

Reviewed by Heliana P. 2011