ITIL Foundation Version 3
3 day Instructor-Led Course (18 hours)
Course Overview
The ITIL Foundation V3
training course provides a detailed, modular introduction to the
concepts, terms, definitions, benefits, objectives, and
relationships within core IT service management processes and
functions, according to the ITIL best practice framework.
The course is based on principles described in ITIL’s Service
Support and Service Delivery Standards. The course prepares
participants for the examination leading to the Foundation
Certificate in IT Service Management.
ITIL Foundation is an instructor-led course which:
• Provides a practical understanding of ITIL version 3 key concepts,
principles, processes, and functions
• Prepares students to pass the ITIL Foundation exam
Examination
Includes the exam leading to the Foundation Certificate in IT
Service Management (40 questions, multiple-choice)
Course Outline: |
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Introduction to Service
Management
The importance of Service
Management
Definition of a Service and
Service Management
The need for a service culture
Service Management as a
practice
The Service Lifecycle
Objectives and business value
for each phase of the lifecycle
Main goals and value to the
business provided by each lifecycle phase:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Key Principles and models of
ITSM
Types of service providers
Five major aspects of Service
Design
Service V model
Continual Service Improvement
model
Processes and Functions
Characteristics of a process
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Objectives, business value, basic
concepts, roles and interfaces of:
- Service Portfolio Management
- Service Level Management
- Incident Management
- Change Management
Objectives and basic concepts
of:
- 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 and key
roles
Technology and Architecture
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