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ITIL v3 Foundation

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

Prepares students to pass the ITIL®v3 Foundation exam

ITIL® v3 Foundation is an introductory-level course intended for IT professionals responsible for developing, supporting and operating application-based IT services (i.e. messaging) and infrastructure-based IT services (i.e. network services).

There are no prerequisites for this course

Includes the exam leading to the Foundation Certificate in IT Service Management (40 questions, multiple-choice – 26/40 to pass)

Class Size – Up to 25 students

Course Length – 3 Days includingexam

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 Practices 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 Ps 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

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 Operation 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 & Objectives
      • Basic Concepts
      • Scope, Activities & Metrics
      • Event Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Access Management
        • Goals & Objectives
        • Basic Concepts
        • Scope, Activities & Metrics
      • Problem Management
        • Goals & 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, CFSs, & KPIs
  • Technology and Architecture
  • Governance

Review

  • Two Sample exams to be given during the course
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