| ITIL Foundations V3 |
| ITIL (Information Technology Infrastructure Library) is the most widely accepted approach to IT Service Management in the world by providing a cohesive set of Service Support and Service Delivery practices drawn from the best practices of public and private sectors internationally.. |
| Upon completion of the ITIL V3 Foundations course, students will have "foundational" knowledge of the functions, roles, and processes that span the service lifecycle. Students will be able to correctly articulate key concepts, use common terminology, describe overall goals, benefits, activities, and success factors, recommend metrics, and discuss the basic cross-functional dependencies for each. |
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| Covered Topics: |
- Service Strategy
- Service Models
- Financial Management
- Service Portfolio Management
- Demand Management
- Organizational Development
- Service Design
- Service Portfolio / Catalog
- Technology, architecture and management systems
- Processes required
- Measurement methods and metrics
- Service Transition
- Objectives
- Key functions and processes
- Service Operation
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
- Continual Service Improvement (CSI)
- Basics of CSI
- Key Concepts
- Additional Material
- Glossary
- Acronym List
- Practice Exams
- Class Exercises
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| Prerequisites: |
| A basic level of IT literacy with 1 to 2 years operational
experience in any aspect of the course agenda. |
| Audience: |
| All staff, supervisors and mid management involved in the
deployment of IT Service Management, or those who act
as IT contact persons. |
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| Course Benefits: |
| A thorough examination preparation is included. |
| Materials Furnished: |
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| Recommended Follow-On Course: |
| None |
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