ITIL v3
The ITIL® v. 3 Foundations (Information Technology Infrastructure Library) course is designed to provide the IT practitioner or professional transitioning to the IT field the necessary information and conceptual understanding of ITIL structure and terminology. ITIL® v. 3 is the current version of the leading best practice of IT Service Management.
Ideal for individuals seeking basic understanding of the ITIL framework and how it enhances the quality of IT service management within an organization. Knowledge of the basic concepts and comprehension of ITIL practices for IT Service Management is the objective of this course. This can then be applied to the corresponding ITIL Foundation Certification Exam once both ITIL Foundation courses are complete.
ITIL® v. 3 Foundations covers the topics of Service Lifecycle, Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
Course contents cover all ITIL v3 Foundation Class requirements per APMG-US syllabus 2010.
COURSE OBJECTIVES
As a result of taking this course, you will:
• be prepared to sit for the optional ITIL v. 3 Foundations certification exam
• gain a basic understanding of ITIL concepts
• learn the universal ITIL terminology and context
• be informed on the structure and workflow of an ITIL organization
• be aware of the roles, processes, functions, and service lifecycle
COURSE DETAILS
Module 0: Course Introduction
Module 1: ITIL Exam Overview
Module 2: Purpose of ITIL and Course Structure
Module 3: Service and Service Management as a Practice
Module 4: Service Lifecycle
Module 5: Service Strategy
Module 6: Demand and Financial Management
Module 7: SS and Intro Mock Exam
Module 8: Service Design and Service Catalog
Module 9: Capacity and Availability Management
Module 10: ISM, ITSCM, and Supplier Management
Module 11: Service Design Mock Exam (Lab)
Module 12: SS and SD Process Review
Module 13: Service Transition – Change Management
Module 14: Service Asset and Configuration Management
Module 15: Other Service Transition Processes
Module 16: Service Transition Mock Exam
Module 17: Service Option
Module 18: SO Continued
Module 19: Service Operation Mock Exam
Module 20: Continual Service Improvement
Module 21: CSI Mock Exam
Module 22: Roles and Responsibilities
Module 23: Review
Module 24: ITIL Mock Exam
Module 25: Course Summary and wrapup
DETAILED MODULE DESCRIPTION
Module 0 - Course Introduction
Module 1 - ITIL Exam overview
• ITIL certification scheme
• Foundation exam structure, tips
• History of ITIL
Module 2 -Purpose of ITIL® and course structure
• Expectations from Foundations
• Benefits of ITIL
• Good Practice v. Best Practice
• Course design and Purpose of Design
• Additional resources
Module 3 - Service and Service Management as a Practice
• Concept of Service
• Concept of Service Management
• Functions and Processes
• Roles and RACI
• Service Provider Types
Module 4 - Service Lifecycle
• The structure, scope, components, and interfaces of Service Lifecycle
• Main goals and objectives of the 5 Core ITIL Books
• IT Governance across Service Lifecycle
Module 5 - Service Strategy
• Value creation thru services
• 4 Ps of Service Strategy
• Utility and Warranty
• Resources, Capabilities, and Assets
• Service Portfolio
• Service Provider Types
Module 6 - Demand Mgmt and Financial Management
• Demand Management
• Financial Management
• Business Case
• SS Roles and Responsibilities
Module 7 - SS and Intro Mock Exam
• 12 question mock exam
• Review and rationale
Module 8 - Service Design and Service Catalog
• Service Design Package
• The 5 major aspects of SD
• 4 Ps of Service Design
• Service Catalog Management
• Service Level Management
Module 9 - Capacity and Availability Management
• Capacity Management
• Availability Management
Module 10 - ISM, ITSCM, and Supplier Mgmt
• Information Security Management
• IT Service Continuity Management
• Supplier Management
• Suppliers and Contracts
Module 11 - Service Design Mock Exam (Lab)
• 12 question mock exam
• Review and rationale
Module 12 – SS and SD Process Review
• Recap of covered processes
• Terminology review
• Managing across the lifecycle
Module 13 – Service Transition – Change Management
• Main goals and objectives of ST
• Change Management
• Change Process Models
• Change Types
• 7 Rs of Change Management
Module 14 -Service Asset and Configuration Management
• Service Asset and Configuration Management Process
• SKMS
• Configuration Items and Configuration Management System
Module 15 – Other Service Transition Processes
• Release and Deployment Management
• Knowledge Management
• Transition Planning and Support
• Evaluation
• Service Validation & Testing - V Model
Module 16 - Service Transition Mock Exam
• 12 Practice questions
• Rationale and exam guidance
Module 17 – Service Operation
• Purpose of SO
• Event Management
• Incident Management
• Problem Management
Module 18 – SO Continued
• Problem Management Continued
• Request Management
• Access Management
Module 19 - Functions
• Service Desk
• Technical Management
• Applications Management
• IT Operations Management
• Role of Communication in SO
Module 19 - Service Operation Mock Exam
• 12 Practice questions
• Rationale and exam guidance
Module 20 - Continual Service Improvement
• PDCA cycle
• 7 Step Improvement process
• CSI Metrics
Module 21 – CSI Mock Exam
• 12 practice questions
• Exam review and rationale
Module 22 – Roles and Responsibilities
• Service roles throughout the Lifecycle
• Process owner
• Service owner
• Managing across the lifecycle
• IT Governance
• Process Review
• Review of required terms
• Mnemonics and study guides
Module 23 - Review
• Question and answer period
• Games and review activities
Module 24 – ITIL Mock Exam
• Full ITIL Mock exam
• Review and rationale
Module 25 - Course Summary and wrapup
