Course Summary
Implementing and supporting IT services in the workplace can often be a daunting task since all organizations differ in key ways. Whether it's upgrading from one service to another, improving an existing service, or designing a service from scratch, business focused leadership and management are crucial elements of services that your customers will perceive as valuable.
If you are an IT professional looking to get into IT service management using ITIL best practices, the IT Infrastructure Library (ITIL) Foundation (v3) course is the first step in your preparation. In this exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, you'll learn the core disciplines of ITIL best practices.
The IT Infrastructure Library (ITIL v3) is a widely adopted best practice framework for IT service management. Achieving the Foundation Certification represents clear demonstration that you can contribute to improving the maturity of an IT organization.
ITIL covers five core disciplines:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
These disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value and ROI and enabling IT to solve specific operational needs.
The course will prepare you for the ITIL v3 Foundation exam, introducing you to basic concepts used in IT Service Management. In this course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.
The unique structure and format of this course follows the guidelines of the testing body and provides comprehensive coverage of the ITIL Foundation Certification Exam topics.
This course includes handouts and references useful after the class, as well as practice sessions, quizzes, exam strategies, and test-taking tips. You take a sample ITIL Foundation v3 Certification Exam on the final day of class. Your instructor will discuss how and where you may take the actual certification test.
Topics Covered In This Course
Service Management Defined
- IT services and what they really do
- How IT services deliver value to customers
- Value and importance of IT service management
Introduction to ITIL
- ITIL Basics
- The Service Lifecycle
- Good practices
- Ease of ITIL adoption
- ITIL qualification scheme, bodies, and certifications
Service Strategy
- Design, develop, and implement service management
- Service management as a strategic asset
- Setting objectives and expectations
- Identify and select prioritization opportunities
- Basic Concepts of the Service Strategy Phase
- The Financial Management Process
- The Service Portfolio Management Process
- The Demand Management Process
- The Business Relationship Management Process
Service Design
- Basic Concepts of Service Design
- Design and develop services
- Develop processes
- Design principles and methods
- Convert strategy into services
- The Service Level Management Process
- The Service Catalog Management Process
- The Availability Management Process
- The Capacity Management Process
- The Information Security Management Process
- IT Service Continuity Management
- The Supplier Management Process
Service Transition
- Basic Concepts of 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
- The Change Management Process
- The SACM Process
- The Release and Deployment Management Process
- The Knowledge Management Process
Service Operation
- Basic Concepts of 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
- The Event Management Process
- The Incident Management Process
- The Problem Management Process
- The Request Fulfillment Process
- The Access Management Process
Service Operation Functions
- The Service Desk Function
- The Technical Management Function
- The IT Operations Management Function
- The Application Management Function
Continual Service Improvement
- Purpose, Objectives, and Scope of CSI
- CSI Principles and Approach
- Value to the Business
- 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
- The Deming Cycle
- The 7-step Improvement Model
- The role of measurement (baselines and types of metrics)
- Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
Exam-Taking Tips
- Important techniques to help you pass your exam
- Exam Review
What You Can Expect
At the end of this course, participants will be able to:
- Describe the history and basic fundamental concepts of ITIL
- Identify the phases of the IT Service Management Lifecycle
- Interact with IT teams using ITIL terminology and concepts
- Recognize the importance of IT and business integration
- Describe Important principles for improving IT operations
- Describe vital processes and functions
- Describe practical guidance for applying ITIL to everyday IT situations
- Understand how to align with business, control costs, and improve IT service quality
- Describe strategies to balance IT resources
- Identify opportunities to develop IT processes using ITIL
- Describe ITIL's "service-driven lifecycle" approach, and the structure, components and processes and functions of the five core ITIL books
- Explore the components of Service Management processes
- Explain the benefits of Continual Service Improvement to the organization
- Describe Service Strategy in the IT Service Lifecycle
- Describe Service Design in the IT Service Lifecycle
- Describe Service Transition in the IT Service Lifecycle
- Describe Service Operation in the IT Service Lifecycle
- Describe the various functions of the Service Operation Lifecycle in the IT Service Lifecycle
- Describe Continual Service Improvement in the IT Service Lifecycle
- Prepare for the ITIL Foundation Certification Exam and take a practice exam
Who Should Take This Course
The target student is any IT professional who works in IT service support and delivery, including Service Desk/Help Desk managers and staff; IT department managers; or any other IT support and delivery roles; who either wishes to advance to service management, benefit from the knowledge of a de facto standard for describing IT service and support, or who wishes to refine their skills in their current service management job to include ITIL best practices.
Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner.
All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers and other IT-related positions.
Recommended Prerequisites
There are no prerequisites for this course although a background in IT as well as the participant?s own business environment will be beneficial.
Training Style
Instructor-led, group-paced, WebEx delivery learning model with structured hands-on activities and appropriate case study analysis and discussion.
Related Courses
| Code |
Course Title |
Duration |
Level |
|
ITIL3FB |
ITIL v2-v3 Foundation Bridge |
1 Day |
II |
Details |
Every student attending a Verhoef Training class will receive
a certificate good for $100 toward their next public class taken
within a year.
You can also buy "Verhoef Vouchers" to get a discounted rate for a
single student in any of our public or web-based classes.
Contact your account manager or our sales office for details.
