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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

This training program includes the following as reference documentation
- Program slide presentation
- Exam study guide
- ITIL® V3 acronyms and glossary
- Sample examination questions and answers

Simulation and practical application
* We provide the students with real life experiences; we use the client issues and problem as “Case study” example for the purpose of discussion to show the value of using best practice
* 21 PDU's and 3 ITIL credit
Prerequisites & Certificates
Pre-Requisites

General IT knowledge Preferably ITILŪ awareness

Certificates offered


Cancellation Policy
All registration cancellations made within five (5) working days of the date of the course are billable at 100%. Synesis reserves the right to cancel any public courses due to lack of sufficient participants.
Map & Reviews
Synesis
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Here are some reviews of the training vendor.
Very professionally presented. The instructeur really knew his stuff.
Reviewed by 2014
The instructor knew her stuff but we worked on only one lame example. Granted time was the culprit, she could have provided or suggested more exercises to practice later on. The only way to learn a software is to practice the software by doing exercises, that part was really disappointing.
Reviewed by 2014
The course was very well outlined Teacher excellent. I would see the need to add another day.To much material to cover in 2 days. More practice needed.
Reviewed by 2013
Our instructor was fantastic. He did such a grat job and requested him for our next course.
Reviewed by 2013
It was wonderful! I highly recommended it to my co-workers and some of them are actually gonna go! Congratulations! Great experience!
Reviewed by 2013
I really enjoyed taking the Excel Beginners course. The course objective were all met and the teacher was fabulous. I was very much looking forward to taking the Excel Intermediate course as well. I was put into a class where the teacher spent almost 1 hour preparing what he would be teaching. By first break we had learned one new thing and by lunch we had learned almost nothing. I went to the receptionist who was extremely nice and very helpful. She call the director. Another girl and myself transferred out of the class. I was put into the other intermediate Excel class where I was totally lost. They had already covered a lot of the course objectives so I was basically lost from the beginning and it just kept getting worse as the day progressed. The second day I was so lost I spoke with the teacher and told her I would just sit beside another student and watch because I was holding back the whole class asking questions every 2 minutes. The teacher was very nice but it was too late because they had already learned too much the first morning that I had missed because I was enrolled in the other class. I should be refunded for my course. It was a total waste of time and completely frustrating. I paid a lot of money and the first class I was in, the teacher was more interested in speaking about his personal experiences with Excel, instead of teaching the course objectives. We didn't even receive a sheet with the course objectives. I don't think he had any. He was abrasive with other students. There were only four in the class. It was a very unpleasant experience. It was even more unpleasant to be put into another class where I was totally lost. I am not a slow person. I catch on very quickly, but I felt incompetent being put into a class where I had already missed a whole morning and as the day went on I did nothing but panic trying to keep up and understand what the teacher was doing because I had missed so much and was so far behnind.
Reviewed by 2012
The seminar is scheduled over two days with hour long lunches (that go long) and two break (morning and afternoon). With all of that free time, the course still ended quite early each day. This course could definitely be condensed into a four hour morning or afternoon.
Reviewed by 2012
I would DEFINITELY recommend this to my co-workers.
Reviewed by 2011
The classroom was cold
Reviewed by 2011
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