ITIL V3 Orientation 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.

This course is an effective way to introduce the concepts, relationships and benefits of IT Service Management to IT executives and staff that may not play an active role in the program but need to understand the value it brings to the enterprise.

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

ITIL v3 Orientation Training Course Outline:

Course Introduction

• Course Introduction

Introduction to ITSM

• Introduction to ITSM
• IT's Total Cost of Ownership (TCO)
• ITSM's Value to the Business
• IT Service Management (ITSM)
• Critical Success Factors (CSF)
• Need to Know ITSM Concepts
• IT Service Provider Model
• IT Service Provider Domain Map
• IT Governance
• IT Service Lifecycle Management
• IT Resource Management
• IT Quality Management
• IT Security Management
• IT Service Provider Capability Model
• The Service Provider Model Deployed
• Good Practice
• Service
• Function-Process-Role
• Chapter 1 Review

• Introduction to ITIL Version 3
• ITIL History
• ITIL Description
• ITIL v3 Service Lifecycle
• ITIL v3 Service Lifecycle Management Processes
• Managing Services with ITIL
• Chapter 2 Review

• Service Strategy
• The Service Lifecycle
• Service Strategy Objective
• Service Strategy Processes
• Service Stategy - Principles
• Value Creation
• Utitlity & Warranty
• Service Assets
• Service Provider Types
• Service Portfolio
• Service Portfolio Management
• Chapter 3 Review

• Service Design
• The Service Lifecycle
• ITSM Service Design Objective
• Service Design Processes
• Service Design Principles
• Service Portfolio Design
• Technology Design
• Process Design
• Measurement Design
• Service Provider Models
• Chapter 4 Review

• Service Transition
• The Service Lifecycle
• Service Transition Objective
• Service Transition Processes
• Service Transition Goals
• Service Transition Value to the Business
• Chapter 5 Review

• Service Operation
• The Service Lifecycle
• Service Operation Objective
• Service Operation Processes
• Service Operation Technology Domains
• Service Operation Management Domains
• Service Operation Goals
• Service Operation Principles
• Service Operation Value to the Business
• Chapter 6 Review

• Continual Service Improvement
• The Service Lifecycle
• CSI Objective
• CSI Model
• CSI Goal
• The Principles of CSI
• CSI Benchmarks
• Ownership
• Drivers
• Service Level Management
• Continual Improvement
• Service Measuring & Reporting Frameworks
• Chapter 7 Review

Course Closure

• Course Closure