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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.

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 introduces ITIL V3 concepts and explains the major differences with ITIL V2. The ITIL Foundation V3 Bridge exam will be scheduled to be taken on the following morning after the course. This is a 30 minute examination with 20 multiple choice questions.





  • IT professionals interested in upgrading their existing ITIL Foundation V2 certification 


  • It is mandatory that exam participants possess the ITIL Foundation V2 Certificate in IT Service Management


Content and Objectives 


An effective lecture designed at achieving a clear understanding the new ITIL V3 Best Practice and Service Management lifecycle model

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 interfaces


Introduction  to the ITIL V3 Services Lifecycle approach and its key concepts including

Control and governance

Key roles

Exposure to:

  • The Service Lifecycle approach and components of each stage within the lifecycle

  • The benefits if adopting ITIL V3 Best Practice

  • The main components (the new books) within the 5 stages in the lifecycle:

  • Service Strategy

  • Service Design

  • Service Transition

  • Service Operation

  • Continual Service Improvement

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

ITIL V3 Publication scope


Service Strategy

Guidance is provided on the principles underpinning the practice of service management which are useful for developing service management policies, guidelines, and processes across the ITIL Service Lifecycle. Service Strategy guidance is useful in the context of:

  • Service Design,

  • Service Transition,

  • Service Operation,

  • Continual Service Improvement.

Topics covered in Service Strategy include:

  • Development of internal and external,

  • Service assets,

  • Service catalogue,

  • Implementing strategy through the Service Lifecycle.

  • Financial management,

  • Service Portfolio Management,

  • Organizational Development, and

  • Strategic Risks are among other major topics.

Service Strategy is about ensuring that organizations are in position to handle the costs and risks associated with their service portfolios, and are set up not just for operational effectiveness but also for distinctive performance. Decisions made with respect to Service Strategy have far-reaching consequences including those with delayed effect.


Service Design

The Service Design volume provides guidance for the design and development of services and service management processes. It covers design principles and methods for converting strategic objectives into portfolios of services and service assets.


The scope of Service Design is not limited to new services. It includes:

  • Changes and improvements necessary to increase or maintain value to customers over the lifecycle of services,

  • Continuity of services,

  • Achievement of service levels,

  • Conformance to standards and regulations.

Service Transition

The Service Transition volume provides guidance for the development and improvement of capabilities for transitioning new and changed services into operations. This publication provides guidance on how the requirements of Service Strategy encoded in Service Design are effectively realized in Service Operation.


The publication combines practices in:

  • Release Management,

  • Program Management, and

  • Risk Management.

It provides guidance on managing the complexity related to service changes and service management processes; preventing undesired consequences while allowing for innovation. Guidance is provided on transferring the control of services between customers and service providers.


Service Operation

This volume embodies practices in the management of service operations. It includes guidance on achieving effectiveness and efficiency in the delivery and support of services so as to ensure value for the customer and the service provider. Strategic objectives are ultimately realized through service operations, therefore making it a critical capability.


Guidance is provided on ways to maintain stability in service operations, allowing for changes in design, scale, scope, and service levels. Organizations are provided with detailed process guidelines, methods, and tools for use in two major control perspectives: reactive and proactive. Managers and practitioners are provided with knowledge allowing them to make better decisions in areas such as managing the availability of services, controlling demand, optimizing capacity utilization, scheduling of operations, and fixing problems. Guidance is provided on supporting operations through new models and architectures such as shared services, utility computing, web services, and mobile commerce.


Continual Service Improvement

This volume provides instrumental guidance in creating and maintaining value for customers through better design, introduction, and operation of services. It combines principles, practices, and methods from quality management, change management, and capability improvement. Organizations learn to realize incremental and large-scale improvements in

service quality, operational efficiency, and business continuity. Guidance is provided for linking improvement efforts and outcomes with service strategy, design, and transition. A closed-loop feedback system, based on the Plan, Do, Check, Act (PDCA) model specified in ISO/IEC 20000, is established and capable of receiving inputs for change from any planning perspective.

Prerequisites & Certificates

Certificates offered

Cancellation Policy
10 business day cancellation policy. if the course is confirmed and the student cancels within 10 days of the course, then they get charged and apply a credit for future courses. If they cancel outside of 10 business days, then there are no charges at all.
Map & Reviews
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Here are some reviews of the training vendor.
I realize that we are constantly dealing with technology, but I still think for a registration fee of almost $3,000, that a hardcover book should be included. I know that the option to print the book on a one-time basis exists.
Reviewed by 2016
Reviewed by 2016
The instructor was very knowledgeable and answered all questions. Jarod did an excellent job presenting.
Reviewed by 2015
The room was cold. I had to sit next to the space heater. It would be good to tell future patrons to dress warmly AHEAD of time. No suprises.
Reviewed by 2015
He was great and offered his contact info for further questions.
Reviewed by 2015
Howard was a fantastic instructor and the course was exactly what I required.
Reviewed by 2014
The trainer was excellent - the course exceeded my expectations.
Reviewed by 2014
This course provides an excellent overview and a bit of practice on the various functions of SharePoint 2013. I was disappointed at the number of exceedingly long breaks given after each module. I would have preferred less break time and more content to the course. Having never taken a SharePoint course with another provider, I don't know if this is the norm with all providers of just this one in particular.
Reviewed by 2014
I ranked the "Use of Technology" low because for Users who were remote the VM's that were setup were a little wonky. Could be very slow at times and then sometimes they needed to be refreshed to work properly with the lab. In some instances we couldn't follow along as replication would not occur fast enough and we would have our lab cut short (for us remote Users).
Reviewed by 2014
The instructor was good at remembering to acknowledge the online students even though he was facing a classroom of students also.
Reviewed by 2014
Insructor was not so good with the live examples. Also the handouts was not so useful
Reviewed by 2013
The trainer was excellent, very knowledgeable and had a lot of valuable experience to share. The problem was that there were way too many workshops that took too long and interfered with getting the maximum benefit from the instructor and the course.
Reviewed by 2013
This was quite informative. It was a great opportunity to have ‘real life’ discussions with certified PMs. The instructor had excellent examples and was able to share his PM experiences with us with concrete examples. In addition, this was a great opportunity to network with private sector/public sector PMs and develop a better appreciation of PM on both sides of the fence. Cheers, CL
Reviewed by 2013
Reviewed by 2013
I did not like the video format
Reviewed by 2013
As a remote attendee, it appeared the instructor paid attention to the "Attendee" and "Chat" windows only a few times throughout the day, so I was not confident that he would see if I sent a message or raised my hand during the course.
Reviewed by 2013
The chairs were not very comfortable and the material contained spelling and grammatical error (a few but still)as well as repetition of words.
Reviewed by 2013
Was a bit slow the last 1/2 day. Of course, for some, this was the last of a 4 day course (not just 2 days).
Reviewed by 2013
I really enjoyed the course and I learned a lot. The pace was excellent.
Reviewed by 2013
Reviewed by 2013
The room was excellent on its own - less distraction and no noise around you. There was no direction to the room when I walked in and therefore was not sure if I was heading in the right direction. We were not provided with the direction that there was coffee and fridge on the 3rd floor, and the bathroom floor was dirty.
Reviewed by 2012
This course was great, very informative, had Lionel as instructor and he was also very good.
Reviewed by 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 2012
Good Course, good trainer. All questions addressed equally and in a timely professional manner.
Reviewed by 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 2011

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