Learn the basic fundamental concepts of ITIL V3.0 and to identify the various phases of the IT Service Management Lifecycle. Preparation course for ITIL Certification Exam.

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IT Infrastructure Library (ITIL®) Foundation Certification v3.0

Course Length:  3.0 day(s)

Course Description

Course Objective: You will describe the basic fundamental concepts of ITIL, and identify the phases of the IT Service Management Lifecycle.

Target Student: 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.

Prerequisites: End-user level computer and networking skills are required. Some level of work experience in IT service support or IT service delivery is highly recommended.

Certification

The IT Infrastructure Library (ITIL®) Foundation Certification v3.0 course is designed to help you prepare for the ITIL v3 Foundation exam. You should also refer to the exam objectives, as listed in the ITIL Foundation Certificate in IT Service Management Syllabus version 4.2, to see how they map to the course content. The exam objectives from the syllabus, along with a mapping of the syllabus components to the course content, are provided in Appendix A.

Course Objectives

Upon successful completion of this course, students will be able to:

• describe the history and basic concepts of ITIL.
• describe the Continual Service Improvement phase of the IT Service Lifecycle.
• describe the Service Operation phase of the IT Service Lifecycle.
• describe the various functions of the Service Operation Lifecycle phase of the IT Service Lifecycle.
• describe the Service Transition phase of the IT Service Lifecycle.
• describe the Service Design phase of the IT Service Lifecycle.
• describe the Service Strategy phase of the IT Service Lifecycle.

Course Content

Lesson 1: Introduction to ITIL

• Topic 1A: ITIL Basics
• Topic 1B: The Service Lifecycle
  

Lesson 2: Continual Service Improvement

• Topic 2A: Basic Concepts of CSI
• Topic 2B: CSI Principles

 Lesson 3: Service Operation

• Topic 3A: Basic Concepts of Service Operation
• Topic 3B: The Event Management Process
• Topic 3C: The Incident Management Process
• Topic 3D: The Problem Management Process
• Topic 3E: The Request Fulfillment Process
• Topic 3F: The Access Management Process

 Lesson 4: Service Operation Functions

• Topic 4A: The Service Desk Function
• Topic 4B: The Technical Management Function
• Topic 4C: The IT Operations Management Function
• Topic 4D: The Application Management Function

Lesson 5: Service Transition

•  Topic 5A: Basic Concepts of Service Transition
• Topic 5B: The Change Management Process
• Topic 5C: The SACM Process
• Topic 5D: The Release and Deployment Management Process
• Topic 5E: The Knowledge Management Process

 Lesson 6: Service Design

• Topic 6A: Basic Concepts of Service Design
• Topic 6B: The Service Level Management Process
• Topic 6C: The Service Catalog Management Process
• Topic 6D: The Availability Management Process
• Topic 6E: The Capacity Management Process
• Topic 6F: The Information Security Management Process
• Topic 6G: IT Service Continuity Management
• Topic 6H: The Supplier Management Process

 Lesson 7: Service Strategy

• Topic 7A: Basic Concepts of the Service Strategy Phase
• Topic 7B: The Financial Management Process
• Topic 7C: The Service Portfolio Management Process
• Topic 7D: The Demand Management Process