ITIL v3 Foundation

Class Overview

· Provides a practical understanding of ITIL® version 3 key concepts, principles, processes, and functions

· Prepares students to pass the ITIL® Foundation exam

Target Audience

ITIL® Foundations V3 is an introductory-level course intended for IT professionals responsible for developing, supporting, and operating application-based IT services (e.g., messaging) and infrastructure-based IT services (e.g., network services).

Prerequisites

There are no prerequisites for this course

Approximately·2 hour of home study each evening

Course Length

3·Days with Exam

Exam

Includes the exam leading to the Foundation Certificate in IT Service Management (40 questions, multiple-choice)

Class Size

Up to 25 students

Objectives

The Big Picture

Service Management as a Practice

The importance of Service Management
Service and Service Management
The Service Lifecycle
Processes and Functions
RACI and Roles

Best Practice in the public domain

Why ITIL is successful

The ITIL® v3 Lifecycle

Service Strategy

Strategy Concepts
- Purpose
- Risk
- Service Portfolio
Value Creation
- Value defined
- Marketing Mindset
Strategy Processes
- Service Portfolio Management
- Financial Management
- Demand Management
- Business Relationship Management

Service Design

Design Principles
- Purpose/Goal
- Value to the Business
- The 4 P’s of Service Design
- The 5 Aspects of Service Design
- Design Coordination
Service Level Management
- Goals/Objectives
- Scope & Metrics
- Basic Concepts
- Activities
- SLA frameworks
Supporting Design Processes
- Catalog Management
- Capacity Management
- IT Service Continuity Management
- Availability Management
- Security Management
- Supplier Management

Service Transition

Transition Principles
- Goals/ Objectives
- Value to the Business
- Transition Planning and Support
Change Principles
- Purpose/Objectives
- Change Types
- Change Models
- Change Roles
- Lifecycle of normal change
Configuration Principles
- Objective/Goal/Scope
- Basic Concepts
Knowledge Management
- DIKW & SKMS
Release Principles
- Objective/Goal
- Four phases of Release and Deployment

Service Operation

Service Operations Principles
- Purpose
- Value to the Business
- Achieving Balance
- Communication
The Service Operation Processes
- Incident Management
  - Goals and Objectives
  - Basic Concepts
  - Scope, Activities & Metrics
  - Relationships
- Request Fulfillment
  - Goals and Objectives
  - Basic Concepts
  - Scope, Activities & Metrics
- Event Management
  - Goals and Objectives
  - Basic Concepts
  - Scope, Activities & Metrics
- Access Management
  - Goals and Objectives
  - Basic Concepts
  - Scope, Activities & Metrics
- Problem Management
  - Goals and Objectives
  - Basic Concepts
  - Scope, Activities & Metrics
The Service Operation Functions
- IT Operation Management
- Applications Management
- Technical Management
- Service Desk

Continual Service Improvement

CSI Concepts
- Objectives/Purpose
- Value to the Business
- Seven-Step Improvement Process
- The Deming Cycle
- The CSI Model
- CSI Metrics, CFS’s, & KPI’s
Technology and Architecture
Governance