Menu

Olivia

  • 8 hours of Live Online / Virtual Training
  • E-WorkBook
  • E-Cert

Course Objectives

  • Understand the main processes, relationships, benefits and challenges of ITIL® v3
  • Gain insight into the holistic service lifecycle approach that forms the core of ITIL® v3
  • Understand how these processes contribute to making an IT organization manageable
  • Learn the most important ITIL® v3 definitions
  • Gain access to a standardized vocabulary
  • Prepare yourself for the certified ITIL® v3 Foundation examination

Pre-requisites

No mandatory prerequisites, although experience in IT or related fields is recommended

Target Audience

  • IT Managers, IT staff and process owners
  • Application, project and business managers directly involved in IT
  • Any member of an IT organization in delivery of IT services

Methodology

This program will be presented via interactive lecture and practical hands-on activities

DURATION

This is a three (3) day course that will prepare participants for the certified ITIL® v3 Foundation exam, which is an integral part of the course curriculum

Course Modules

  • Module 1: Introduction To ITIL
    – Service Management as a Practice 1:45
    – Business and IT
    – Definition of Service
    – Definition of Service Management
    – The IT Organization
    – Process Model
    – Characteristics of Processes
    – Organizing IT Service Management
    – Service Lifecycle Stages
    – ITIL v3 Processes and Functions
    – ITIL Certification Scheme
  • Module 2: Service Operation
    – Objectives
    – Terminology
    – Event
    – Alert
    – Incident
    – Service Request
    – Problem
    – Workaround
    – Known Error
    – Known Error Database
    – Service Operation Processes (Objectives, Roles, Concepts, Metrics)
    – Event Management
    – Incident Management
    – Request Fulfillment
    – Access Management
    – Problem Management
    – Service Operation Functions (Objectives, Roles & Structure)
    – Service Desk
    – Technical Management
    – IT Operations Management
    – Applications Management
  • Module 3: Service Transition
    – Value to the Business
    – Service Transition Processes
    – Change Management (Objectives, Roles, Concepts, Metrics)
    – Service Change & Types of Change
    – Request for Change
    – Seven R’s of Change Management
    – Change Advisory Board
    – Service Asset & Configuration Management
    – Objectives, Roles
    – CMS & CMS components
    – Assets & Configuration Items
    – Release & Deployment Management (Objectives, Roles, Concepts, Metrics)
    – Service V Model
    – SKMS
    – Service Validation & Testing
    – Evaluation
    – Knowledge Management (Objectives, Roles, Concepts, Metrics)
    – DIKW Model
    – Service Knowledge Management System
    – Transition Planning & Support
  • Module 4: Service Strategy
    – Why have a Service Strategy
    – Goals and Objectives
    – Service Value
     – Assets
    – Service Strategy Main Activities
    – Service Strategy Processes
    – Service Portfolio Management
    – Demand Management
    – Financial Management
    – Terminology
    – Utility & Warranty
    – Business Case
    – Capabilities & Resources
    – Service Assets
    – Service Catalogue (Business & Technical)
    – Service Portfolio
  • Module 5: Service Design
    – Objectives
    – Value to the Business
    – Service Design Manager
    – Service Portfolio
    – Service Catalogue
    – Service Design Package
    – 4 P’s (People, Processes, Products, Partners)
    – Technology & Architecture
    – Sourcing Approaches
    – Service Design Processes (Objectives, Roles, Concepts, Metrics)
    – Service Level Management
    – Service Catalogue Management
    – Capacity Management
    – Availability Management
    – Service Design Processes (Objectives, Roles, Concepts, Metrics)
    – IT Service Continuity Management
    – Information Security Management
    – Supplier Management
  • Module 6: Continual Service Improvement
    – Goal and Objectives
    – Scope
    – Models & Processes
    – Deming Cycle
    – Continual Service Improvement Model
    – 7-Step Improvement Process
    – Measurement & Metrics
    – Activities
    – Baseline
    – Interfaces
    – CSI Manager
    – Service Owner
    – Risk Management
  • Module 7: Glossary Of Terms
  • Module 8: Sample Exam 1
  • Module 9: Sample Exam 2
  • Module 10:  Forms

Contact us for more information

LOGIN

Login with your social account

or

Don’t have an account with us?

Edit Profile

FREE FOR LIFE

Sign Up to Bookmark your Favourite Course
or Request for a Quotation instantly

Sign in with your social account

or

By signing up, you agree to our Terms of Use and Privacy Policy

Have an account with us already?