ITIL v3 Foundation Training - VA, MD, DC

For more info visit us at or Call 703-297-4600

You Will Learn How To

  • Prepare for and take the ITIL v3 Foundation Certification Exam
  • Identify opportunities to develop IT processes using ITIL v3
  • Interact with IT teams using ITIL terminology and concepts
  • Explore the components of Service Management processes
  • Recognise the importance of IT and business integration
  • Explain the benefits of Continual Service Improvement to the organisation

Course Benefits
The IT Infrastructure Library (ITIL) v3 is the current version of the most widely adopted best practice framework for IT management. Achieving the Foundation Certification represents clear demonstration that you can contribute to improving the maturity of an IT organisation. In this course, you take the ITIL v3 Foundation Certification Exam on the final day of class. The unique structure and format of this course follows the guidelines of the testing body and provides comprehensive coverage of the ITIL v3 Foundation Certification Exam topics.

Who Should Attend
Those who want to achieve ITIL v3 Foundation Certification. General IT knowledge is assumed.

Attendees gain knowledge of the Service Lifecycle and the integration of IT and the business need through ITIL v3. 

  • Exploring ITIL principles to reduce hardware failure
  • Leveraging ITIL processes for software deployment
  • Enhancing competitive advantage with ITIL Service Strategies
  • Increasing organisational value with ITIL contributions
  • Generating efficient audits through ITIL maturity
  • Daily exam practice and review sessions
  • Taking the ITIL v3 Foundation Certification exam

Course ContentITIL 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 Processes

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Service Management as a Practice
Concepts of Service Management

  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, Roles and Processes

The Service Lifecycle

  • The ongoing design, development and utilisation of services
  • Utility and Warranty
  • Service Design and the business
  • IT and the business integration

ITIL v3 Core Concepts
Identifying and documenting the services

  • Service Portfolio
  • Service Catalogue
  • Business case
  • Risk
  • Service model
  • Service provider
  • Supplier
  • Service Level Agreement (SLA)
  • Operational Level Agreement (OLA)
  • Contract
  • Service Design Package (SDP)

Data information and knowledge

  • Configuration Management System
  • Service Knowledge Management System (SKMS)
  • Definitive Media Library (DML)

Optimising the infrastructure

  • Service Request
  • Change and Release
  • The seven Rs of Change Management
  • Event, Alert and Incident
  • Problem and Workaround
  • Known Error and Known Error Database (KEDB)
  • Service Measurement
  • Availability
  • Diagrams to illustrate the infrastructure

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 and partnership

Service Transition

  • The Service V model
  • Business value, asset and configuration management

Service Operation

  • Quality of Service vs. Cost of Service
  • Reactive vs. proactive

Continual Service Improvement

  • Plan, Do, Check, Act
  • Business mission, goals and objectives

ITIL v3 Processes
The roles in Service Management

  • Defining the market
  • Strategic assets
  • Service Level Management
  • Information Security Management
  • Supply Management

Resilience and reliability in Service Management

  • Availability Management
  • Event Management
  • Release and Deployment Management

Service Management Functions and Roles
Outlining IT organisation functions

  • Service Desk function
  • Technical Management function
  • IT Operations function
  • Process owner
  • Service owner

Defining service roles

  • Service Design roles
  • Service Transition roles
  • Service Operation roles
  • Continual Service Improvement roles or call 703-297-4600

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