ITIL v3 Foundation Workshop

Course: ITIL3W

Duration: 3 Days

Level: I

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.

« Hide The Details

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.

« Hide The Details

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.

Schedule For This Course
There are currently no public sessions scheduled for this course. We can schedule a private class for your organization just a couple of weeks from now. Or we can let you know the next time we do schedule a public session.

Notify me the next time this course is confirmed!

Can't find the course you want?
Call us at 800.533.3893, or
email us at [email protected]