ITIL Foundations v3 Saturday Sessions

This course is already delivered, please contact us for the next available session tel:+357 22 44 14 92
Course Outline in PDF

Overview:

•Provides a practical understanding of ITIL version 3 key concepts, principles, processes, and functions
•Prepares students to pass the ITIL Foundation exam

Who Should Attend:

This course is applicable for all IT service personnel, irregardless of their role within the IT organization

At Course Completion:

After completing this course, students will learn:
•The ITIL Processes and (1) Function within ITIL
• A thorough understanding of the Goals and definitions for each process.
• The roles, responsibilities, and activities for each process
• The relationship of each ITIL process

Outline:    

•Introduction to Service Management
•The importance of Service Management
•Definition of a Service and Service Management
•The need for a service culture
•Service Management as a practice
•The Service Lifecycle
•Objectives and business value for each phase of the lifecycle

•Main goals and value to the business provided by each lifecycle phase:

-Service Strategy
-Service Design
-Service Transition
-Service Operation
-Continual Service Improvement

Key Principles and models of ITSM

•Types of service providers
•Five major aspects of Service Design
•Service V model
•Continual Service Improvement model
•Processes and Functions
•Characteristics of a process

•Objectives, business value, basic concepts, roles and interfaces of:

-Service Portfolio Management
-Service Level Management
-Incident Management
-Change Management

•Objectives and basic concepts of:

-Demand Management
-Financial Management
-Service Catalogue Management
-Availability Management
-Capacity Management
-Supplier Management
-Information Security Management
-IT Service Continuity Management
-Service Asset and Configuration Management
-Release and Deployment Management
-Event Management
-Problem Management
-Request Fulfillment
-Access Management
-The 7 step improvement process

•Overview of the functions:

-Service Desk
-Application Management,
-Operations Management
-Technical Management

•Organization structure and key roles

•Technology and Architecture
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