ITIL Training : ITIL v3 Foundation (2011)

ITIL v3 Foundation (2011)

ITIL Training Overview

This exciting and dynamic ITIL� Foundation 3-day course, fully updated for ITIL� 2011, introduces learners to the lifecycle of managing IT services to deliver to business expectations. As well as an engaging, case study based approach to learning the core disciplines of the ITIL� best practice, this course also positions the student to successfully complete the associated exam, required for entry into the future ITIL� intermediate level training courses. The ITIL� best practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs.

ITIL Training Audience

IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators

ITIL Training Prerequisites

None, although a familiarity with IT service delivery will be beneficial.

Course duration

3 Days

ITIL Training Course outline

1. Service Management Defined

IT services and what they really do

How IT services deliver value to customers

Value and importance of IT service management

2. ITIL Introduction

Good practices
Ease ITIL adoption
ITIL qualification scheme, bodies, and certifications

3. Service Strategy

Design, develop, and implement service management
Service management as a strategic asset
Setting objectives and expectations
Identify and select prioritization opportunities

4. Service Design

Design and develop services
Develop processes
Design principles and methods
Convert strategy into services

5. Service Transition

Develop and improve capabilities
Improved methods for transitioning new and changed services into operation
Manage the complexity related to changes
Prevent undesired results while enabling innovation

6. Service Operation

Effectively and efficiently deliver support services
Ensure value to customer and service provider
Maintain stability while allowing for change
Organize to improve IT support to customers

7. Continual Service Improvement

Create and maintain value for customers
Importance of better design, introduction, and operation of services
Improving service quality, business continuity, and IT efficiency
Link improvement efforts to strategy, design, and transition

8. Exam-Taking Tips

Important techniques to help you pass your exam

9. Exam Preparation