ITIL V3 Foundation Training Course

Package Includes:

• 3 DVDs featuring live instructor-led classroom sessions with full audio, video & demonstration components
• Focused on practical solutions to real-world development problems
• Free 1 Year Upgrade Policy

Course Introduction:

ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.

The ITIL v.3  Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in version 3 of the IT Infrastructure Library and helps students prepare for the certification exam along with acquiring valuable insights from instructors who have actually managed IT operations and ITSM programs.

* itSM Solutions LLC is the Accredited Courseware and Training Provider for the ITIL products listed.

ITIL v3 Foundation Training Course Outline:

Course Introduction

• Course Introduction

ITIL Concepts

• ITIL Concepts
• Terms to Know
• Questions to Answer
• You Say ITIL, I say?
• Origins of ITIL
• ITSM - A Real World of Experience
• The History of ITIL
• Why Refresh?
• Need-to-Know ITSM Concepts
• Good Practice
• IT Service Management
• Service
• Service Model
• Framing Service Value
• Function - Process - Roles
• What is a Process?
• Process Characteristics
• IT Governance & Service Lifecycle
• The Service Lifecycle - Value to the Business
• Part 1 Review

Continual Service Improvement

• Continual Service Improvement
• Terms to Know
• Questions to Answer
• CSI & The Service Lifecycle
• Managing Through the Lifecycle
• CSI Model
• The Principles of CSI
• CSI & Organizational Change
• Ownership
• Role Definitions
• Drivers
• Service Level Management
• Continual Improvement
• Service Measurement
• Knowledge Management
• Benchmarks
• Governance
• Frameworks Models & Quality Systems
• The Knowledge Spiral
• 7-Step Improvement Process
• Step 1 - Define Data Requirement
• Step 2 - Define Data Capability
• Step 3 - Gather Data
• Step 4 - Process Data
• Step 5 - Analyze Data
• Step 6 - Present & Use Data
• Step 7 - Implement Corrective Action
• CSI Roles
• Service Manager
• CSI Manager
• RACI Model
• Measuring & Reporting Frameworks
• Part 2 Review

Service Operation

• Service Operation
• Terms to Know
• Questions to Answer
• SO & The Service Lifecycle
• Managing Through the Lifecycle
• Purpose, Goals & Objectives of Service Operation
• The Scope of Service Operation
• Service Operation - Value to the Business
• The Principle of Service Operation
• Achieving Balance in Service Operation
• Balancing Stability & Responsiveness
• Balancing QoS & CoS
• Balancing Reactive & Proactive
• The Service Operation Model
• The Processes of Service Operation
• Incident Management
• Incident Logging
• Incident Categorization
• Incident Priority
• Incident Escalation
• Incident Diagnosis
• Incident Resolution & Recovery
• Incident Closure Activity
• Expanded Incident Lifecycle
• Incident Management Measures & Outcomes
• Incident Management - Roles
• Incident Management - Challenges
• Event Management
• Event Management Measures & Outcomes
• Request Fulfillment
• Request Fulfillment Measures & Outcomes
• Problem Management
• Problem Management Measures & Outcome
• Access Management
• Access Management Measures & Outcomes
• Functions of Service Operation
• Service Desk
• Service Desk - Role
• Service Desk - Objectives
• Service Desk - Organizational Structures
• Service Desk - Staffing
• Service Desk - Metrics
• Technical Management
• Application Management
• IT Operations Management
• Technology & Architecture
• Part 3 Review

Service Transition

• Service Transition
• Terms to Know
• Questions to Answer
• ST & The Service Lifecycle
• Managing Through the Lifecycle
• The Service Transition Model
• Service Transition - Purpose, Goals & Objectives
• Service Transition - The Scope
• Service Transition - Value to the Business
• The Service ?V? Model
• Service Transition - Processes
• Transition & Support Management
• Transition Planning & Support Management Measures & Outcomes
• Change Management
• Change Flow
• Change Management ? Activities
• Change ? Create & Record
• Change ? Assess & Evaluate
• Change Management ? The 7 Rs
• Change ? The Change Advisory Board (CAB)
• Change ? Authorize Change
• Change ? Coordinate Change
• Change ? Review & Closure
• Change Management Measures & Outcomes
• Change Management ? Challenges
• Service Asset & Configuration Management
• Configuration Management System
• Service Asset & Configuration Management Measures & Outcomes
• Release & Deployment Management
• Definitive Media Library
• Release & Deployment Management Measures & Outcomes
• Service Validation & Testing
• Service Validation & Testing Measures & Outcomes
• Evaluation
• Evaluation Model
• Evaluation Measures & Outcomes
• Knowledge Management
• Knowledge Management Measures & Outcomes
• Service Transition ? Roles
• Technology & Architecture
• Part 4 Review

Service Design

• Service Design
• Terms to Know
• Questions to Answer
• The Service Lifecycle
• Managing Through the Lifecycle
• Service Design Principles & Processes
• Service Design - Introduction
• Service Design Principles
• Service Portfolio Design
• Service Design Business Requirements
• Service Solution Design
• Technology Design
• Process Design
• Measurement Design
• Service Provider Models
• Service Design Processes
• Service Catalog Management
• Service Catalog Management Measures
• Service Level Management
• SLM - Model
• Service Level Management Activities
• SLA - Frameworks
• SLRs & SLAs
• SLM Monitoring
• Improving Customer Satisfaction
• Managing Underpinning Contracts
• Service Reporting
• Service Reviews
• Managing SLAs & Ucs
• Contacts & Relationships
• Complaints & Compliments
• Service Level Management Measures
• Capacity Management
• Capacity Management Measures
• Availability Management
• Availability Management Measures
• Service Continuity Management
• Service Continuity Management Measures
• Information Security Management
• Information Security Management Measures
• Supplier Management
• Supplier Management Measures
• Service Design The Tactical Aspects
• Service Design Relationships
• Service Design Organization
• Service Design Functional Roles Analysis
• Service Design Activity Analysis
• Service Design Skills & Attributes
• Service Design Roles & Responsibilities
• Service Design Technology & Design
• Service Design Design Tools
• Service Design Management Tools
• Service Design Implementation Considerations
• Business Impact Analysis
• Service Level Requirements
• Service & Process Risks
• Service Implementation
• Service Measures
• Service Design Challenges & Risks
• Service Design Challenges
• Service Design Risks
• Part 5 Review

Service Strategy

• Service Strategy
• Terms to Know
• Questions to Answer
• The Service Lifecycle
• Managing Through the Lifecycle
• Service Strategy - Principles
• Value Creation
• Utility & Warranty
• Service Assets
• Service Provider Types
• Internal Service Provider
• Shared Services Unit
• External Services Unit
• Service Structures
• Service Strategy Fundamentals
• The 4 Ps of Strategy
• Service Strategy - Activities
• Define the Market
• Develop the Offerings
• Service Portfolio
• Develop Strategic Assets
• Prepare for Execution
• Service Economics
• Financial Management
• Financial Management - Principles
• Financial Management - Key Decisions
• Service Portfolio Management
• Define
• Analyze
• Approve
• Charter
• Demand Management
• Strategy, Tactics & Operations
• Service Strategy & Design
• Service Strategy & Transition
• Service Strategy & Operations
• Service Strategy & Improvement
• Technology & Architecture
• Part 6 Review