ITIL® Foundation V3

What you will learn

ITIL Certifications are recognized internationally across industries,
regardless of the size of the organization. The ITIL qualification carries
the prestige of the “British Home Office.” This two-day intensive course
provides delegates with comprehensive training to prepare them for the
ITIL Examination (based on “The ITIL Foundation Certificate in IT Service
Management Syllabus,” latest edition).

It will enable delegates to:

• Understand all the elements of the ITIL syllabus
• Understand the specific examination language
• Learn strategies and techniques for mastering the examination

Students will learn how to:

• Explain the context of IT Service Management
• Plan improvements
• Execute improvement plans and strategy
• Demonstrate the use of various ITIL techniques and processes
• Define a new service and its use throughout the Service Life-cycle
• Design management processes, matrices and organizational governance for services
• Understand the value of communication, documentation and automation
• Understand the examination guidelines

Please note that the cost of the ITIL Exam is included with this course.
Our back office support team will be able to assist you, should you have
any questions.

Examination Guidelines

Examination structure: questions from all chapters, testing both
understanding as well as memory
Question structure: multiple choice
Extensive examination practice and feedback is included in the
workshop.

Participants will be asked to take the ITIL Examination around 4 p.m. on the final day of the course. The examination consists of:

• 40 compulsory questions; no negative marking
• One hour

Course Outline

Introduction

1. Introduction
2. Introduction to key ITIL concepts
3. IT as a service
4. Introduction to processes and process management
5. The Service Lifecycle approach

Service Strategy

1. Purpose, goal, objectives and scope
2. Value creation through services
3. Assets: Resources and capabilities
4. Service Strategy main activities
5. Service Strategy processes
6. Service Portfolio Management
7. Demand Management
8. Financial Management

Service Design

1. Purpose, goal, objectives and scope
2. Service Design processes
3. The 4 Ps
4. Service Design aspects
5. Service Catalogue Management
6. Service Level Management
7. Capacity Management
8. Availability Management
9. IT Service Continuity Management
10. Service Portfolio
11. Information Security Management
12. Supplier Management

Service Transition

1. Purpose, goal, objectives and scope
2. Service Transition value to the business
3. Technology and architecture in Service Transition
4. Service Transition processes
5. Change Management
6. Service Asset and Configuration Management
7. Release and Deployment Management
8. Knowledge Management

Service Operation

1. Purpose, goal, objectives and scope
2. Service Operation definitions
3. The Service Desk
4. Technical Management
5. Application Management
6. IT Operations Management
7. Service Operations processes
8. Event Management
9. Request Fulfilment
10. Problem Management
11. Access Management

Continual Service Improvement

1. Purpose, goal, objectives and scope
2. Models and processes
3. The Deming Cycle
4. Measurement and metrics
5. The Seven-Step Improvement process
6. Continual Service Improvement activities
7. Risk Management
8. Continual Service Improvement interfaces
9. Interface with Service Level Management Case Studies and Practice Test