ITIL® V3 was designed from the lifecycle perspective, recognizing that for a service to be created, it should have the capability to meet the objectives and requirements of its customers and markets. Consequently, there is the need to determine the objectives and requirements for each service (service strategy), which will guide in its design (service design), transition into production (service transition), and operation of the service (service operation). The purpose of the fifth and the final phase - continual service improvement, is to gradually improve every aspect of the service, from service strategy to service operation.
During the 3-day course you will learn ITIL® terminology,the structure, basic concepts and core principles of ITIL® practices for Service Management. The Foundation certificate in IT Service Management is not intended to enable you to apply ITIL® practices for Service Management without further guidance.
Professional Development Units: As a service to Project Management Professionals (PMP®), this course is registered with the Project Management Institute. Upon successful completion, PMP's will earn 21 PDUs.
LEARNING OBJECTIVES
Participants will gain practical skills in the following areas:
- 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)
WHO SHOULD ATTEND
The IT Service Management Foundation V3 is appropriate for individuals who:
- Require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
- Are IT professionals that are working within an organization that has adopted and adapted ITIL, who need to be informed about and thereafter contribute to an ongoing service improvement program.
PREREQUISITE
There is no prerequisite for this course. It functions as a stand-alone course.
EXAMINATION
At the end of the course, participants’ will write the final ITIL Foundation Certificate in IT Service Management examination,comprising of 40 multiple choice questions. Delegates are required to score 26 points (equivalent to 65%) to be awarded the ITIL Foundation Certificate in IT Service Management.
MATERIALS
You will receive a course binder containing copies of presentation slides, case studies, exercises, and suggested solutions.
Course Introduction and Introduction
Service Management as a Practice
The Service Lifecycle
The Lifecycle Phase: Service Strategy
- Concepts
- Activities
- Service Strategy Processes:
- Financial Management
- Demand Management
- Basic Concepts
- Process design
- Sourcing Strategies
- Major activities
- Service Design Processes
- Service Catalogue Management
- Service Level Management
- Capacity and Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
- Basic Concepts
- Service Transition Processes
- Service Asset and Configuration Management
- Knowledge Management
- Change Management
- Release and Deployment Management Service Catalogue Management
- Basic concepts and principles
- Service Operation Processes
- Event and Incident Management
- Request Fulfillment
- Problem and Access Management
- Service Operation Functions
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
- Concepts and principles
- The 7 step improvement process
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NIGERIA
January 26-27 & 30, 2012
N150,000 (discounts available for 2+ participants)
TORONTO
February 22-24, 2012
$1,399.00
(10% off for 3+ participants)
CALGARY
Offered through University of Calgary
BRING THIS COURSE IN-HOUSE
Call us at 416-693-5559 or 1-800-261-6861 (Canada & USA) or send us an email at info@procept.com
