Information Technology Infrastructure Library (ITIL®) Workshop
ITIL® v.3 Foundation Course
Duration: 3 days
REGISTRATION INFORMATION
Contact: info@itplanit.com or call 613-842-9772
Includes:
Refreshment breaks, Lunch, Course binder, Certificate of completion,
certification exam included
Prerequisites
There are no prerequisites. Work experience in IT services is recommended.
Duration
Three days – includes lecture, exam preparation and exam
The purpose of the ITIL® Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for Service Management.
The ITIL® Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL® practices for Service Management without further guidance.
Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.
Service Management as a practice (Comprehension)
Service Lifecycle (Comprehension)
Key Principles and Models (Comprehension)
Generic Concepts (Awareness)
Selected Processes (Awareness)
Selected Roles (Awareness)
Selected Functions (Awareness)
Technology and Architecture (Awareness)
ITIL Qualification scheme (Awareness).
ITIL is a public domain approach for managing IT services. It was developed by the CCTA, transitioned to the Office of Government Commerce (OGC) in the United Kingdom and now maintained by the itSMF, the independent and internationally recognized forum for IT Service Management professionals. IT service management groups around the world are using ITIL processes to improve efficiency and communication in IT services.
What Makes This Course Unique
Our unique use of IT service management tools to demonstrate how processes work accelerates the knowledge transfer to the participant. We have created a learning experience that is both exhilarating and enjoyable and based on disciplines learned in executive development programs, underpinned by the total quality management, and an in-depth knowledge of IT provisioning. Furthermore, we have a pre-training kit that is sent to each participant prior to attending the course.
Benefits of Attending
After attending this course attendees will understand how IT Service Management processes can improve IT operations. In particular, participants will:
Understand Service Lifecycle
Comprehend the main activities of tha main processes
Be aware of key ITIL definitions
Be prepared to take the Foundation Certificate examination
If successful in the examination, attain the Foundation Certificate in IT Service Management
Course Outline
ITIL Fundamentals
Origins, development and governance
Defining IT Service Management
Reviewing the structure and scope of the Foundation Certification Examination
People, process, technology and partners
The Five Core Books
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Service Management as a Practice Concepts of Service Management
Key terms and definitions
ITIL v3 Key Principles and Models
Service Strategy
The three types of Service Providers
Perspective, position, plan or pattern
Service Design
Service Portfolio design
Technology design
Process design
Insourcing, outsourcing, partnership
Service Transition
The Service V model
Business value, asset and configuration management
Service Operation
Quality vs. Cost of Service
Reactive vs. proactive
Continual Service Improvement
Plan, Do, Act, Check
ITIL v3 Processes
Service Strategy
Service Portfolio Management
Demand Management
Financial Management
Service Design
Service Level Management
Service Catalogue Management
Availability Management
Information Security Management
Supplier Management
Capacity Management
IT Service Continuity Management
Service Transition
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Service Operation
Incident Management
Event Management
Request Fulfillment
Problem Management
Access Management
Continual Service Improvement
The 7 step improvement process
Functions
Service Desk
Technical Management
Application Management
Operations Management function (IT Operations Control and Facilities Management)
Roles and Responsibilities
Technology and Architecture
ITIL® Qualification scheme
Mock Exam
Review, Practice Questions and Examination
High level review of ITSM’s key concepts
Recommendations for exam technique
Series of practice examination questions
Examination: 40 multiple choice questions
Certification Criteria
The Foundation Certificate in IT Service Management is awarded to participants who receive a passing grade of 65% on a multiple-choice exam. Maximum 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and are allowed the use of a dictionary)
ITIL V3 Qualification Scheme
Intermediate Level
There are two streams in the Intermediate level. Both assess an individual's ability to analyze and apply the concepts of ITIL. Candidates are able to take units from either of the Intermediate streams, to gain credits towards the Expert Level.
Intermediate Lifecycle Stream - this stream includes 5 individual certificates built around the five core OGC titles, as follows:
Service Strategy
Service Design
Service Transition
Service Operation, and
Continual Service Improvement.
The focus of these modules is on the introduction and implementation of the specific Lifecycle phase, and coverage of the principles, processes and related activities.
Intermediate Capability Stream - this stream includes 4 individual certificates loosely based on the V2 Clustered Practitioner qualifications, but broader in scope in line with the updated V3 content, focussing on detailed process implementation and management within cluster groupings:
Operational Support and Analysis (OS&A). Subjects covered inc. Event, Incident, Request, Problem, Access, Service Desk, Technical, IT Ops and Application Management
Service Offerings and Agreements (SO&A). Subjects covered inc. Portfolio, Service Level, Service Catalogue, Demand, Supplier and Financial Management
Release, Control and Validation (RC&V). Subjects covered inc. Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Management and Service Evaluation
Planning, Protection and Optimization (PP&O). Subjects covered inc. Capacity, Availability, Continuity, Security, Demand and Risk Management.
ITIL Expert
To achieve the ITIL Expert in IT Service Management, candidates must successfully complete a number of Intermediate units in addition to the mandatory Foundation Level and the Managing Across the Lifecycle capstone course. This course brings together the full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme
In partnership with Mountainview. Mountainview is an Accredited Training Provider/Organization (ATP/ATO), and an Accredited Courseware Provider (ACP) for all ITIL V3 courses as well as ISO/IEC 20000 Foundation. This includes the three methods of delivery:
· On-site: Instructor-led in the classroom
· CBT (eLearning): Self-study and Instructor-led Exam Preparation and Review -
“ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries”.
itSMF is registered to the IT Service Management Forum
"The Swirl logo™ is a Trade Mark of the Office of Government Commerce"
To learn more about how Itplanit can rejuvenate your business, simply call 1-877-842-9772, visit our web site at www.itplanit.com or contact an Itplanit Sales Representative.
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