ITIL Version 3

The ITILĀ® Foundation course is the entry level certification course for IT Service Management Best Practices training in ITIL. This course covers the latest version of core ITIL best practices presented from a lifecycle perspective. The course introduces the principles and core elements of IT service management (ITSM) based on ITIL. ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.

This course is delivered using an exciting case study designed to further enhance and cement the candidates understanding of ITIL. Students who have attended this course are suitably prepared to successfully take the associated ITIL Foundation certification test which is a requirement for attending any of the further learning courses (ITIL intermediate level training) available in this track.


INTRODUCTION

Introduction/Housekeeping

Introduction to key ITIL concepts

IT as a Service

Introduction to processes and process management

The Service Lifecycle approach


SERVICE STRATEGY

Purpose, goal, objectives & Scope

Value Creation through Services

Assets - Resources and Capabilities

Service Strategy - Main activities

Service Strategy processes

Service Portfolio management

Demand management

Financial management

Business Relationship Management


SERVICE DESIGN

Purpose, goal, objectives & Scope

Service Design processes

The 4 P's

Service Design aspects

Service Catalog Management

Service Level Management

Capacity Management

Availability Management

IT Service Continuity Management

Service Portfolio

Information Security Management

Supplier management

Design Coordination


SERVICE TRANSITION

Purpose, goal, objectives & Scope

Service Transition value to the business

Technology and architecture in Service Transition

Service Transition Processes

Change Management

The 7 R's of Change Management

Service Asset and Configuration Management

Release and Deployment Management

Knowledge Management


SERVICE OPERATION

Purpose, goal, objectives & Scope

Service Operation definitions

The Service Desk

Technical Management

Application Management

IT Operations Management

Service Operations Processes

Event Management

Request Fulfillment

Problem Management

Access Management


CONTINUAL SERVICE IMPROVEMENT

Purpose, goal, objectives & Scope

Models and Processes

The Deming Cycle

Measurement and metrics

Continual Service Improvement activities

Risk management

Continual Service Improvement interfaces

Interface with Service Level Management


EXAM PREPARATION

Sample Exams

Feedback

Recap