ITIL v3 Foundation – Nov 2018

Course Dates: Open-ended
Enrollment Dates: Enroll Anytime
Class Size: 25 (23 places left)
Who can Enroll: Anyone
Course Language: English
Price:  FREE
ITIL v3 Foundation - Nov 2018

About this course

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 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
    • 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 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