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
  • Overview of the differences between ITILv3 vs. v2
• 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 life cycle
  • The ongoing design, development and utilization 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 Catalog
  • 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)
• Optimizing 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, Act, Check
  • 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 organization 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

Practice ITIL v3 Foundation Certification Exam