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Course rating of 4 Vendor rating of 4

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.

Course Outline
Summary 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.
21 Professional Development Units (PDUs) are available for Project Managers

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.


Three days with exam on the following morning after the course from 10am-11am (40 multiple choice). 

Delivery Method
  • Instructor led
  • Classroom environment
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
Prerequisites & Certificates

Certificates offered

Certificate of Completion

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
CTE Solutions
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We have not received any reviews specific to this course as yet, however 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

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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