ITIL Service Management Version 3 Foundation
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Overview
Course duration: 3 days.

This three-day Foundation course will provide a thorough grounding in ITIL v3 which is the current version of the most widely adopted best practice framework for IT Service Management.

It will also provide you with the opportunity to sit the exam for the ITIL Foundation Certificate. Achieving the Foundation Certificate represents a clear demonstration that you can contribute to improving the capability and maturity of an IT service provider. You will sit the ITIL v3 Foundation Certificate exam on the final day of the course. The structure and format of this course follows the guidelines of the testing body and provides comprehensive coverage of the ITIL v3 Foundation Certificate exam topics.

This course is provided in partnership with ITIL Works who are a leading APMG Accredited Training Organisation.

Is it right for me?
This course is suited to anyone who needs an understanding of the ITIL framework and how it may be used to enhance the quality of IT Service Management within an organisation.

What will I learn?
By the end of this course, you will be able to:
•Prepare for and take the ITIL Version 3 Foundation Certificate Exam
•Identify opportunities to develop and improve IT processes using ITIL Version 3
•Gain an understanding of Service Management as a practice and the Service Lifecycle
•Understand the objectives and business value for each phase in the lifecycle
•Explore the components of Service Management processes
•Recognise the importance of IT and business integration
•Understand the benefits of Continual Service Improvement to the organisation

Pre-course Activity
As this three day Foundation Course introduces the key components of ITIL Version 3 and the key considerations when implementing current best practice Service Management, general knowledge of IT is needed.

What will it cover?

Service Management as a Practice
•Principles and models for good practice
•Processes, Functions & Roles
•Service & Service Management
•Overview of the Service Lifecyle

Service Strategy
•Strategy principles and activities
•Developing strategies
•Differing types of Service Providers
•Introduction to the processes:
• Service Portfolio Management
• Financial Management
• Demand Management

Service Design
•Design principles and activities
•People, Processes, Products and Partners
•Introduction to the processes:
•Service Level Management
•Service Catalogue Management
•Availability Management
•Capacity Management
•IT Service Continuity Management
•Information Security Management
•Supplier Management

Service Transition
•Principles and activities
•Introduction to the processes
•Change Management
•Service Asset and Configuration Management
•Release and Deployment Management
•Knowledge Management

Service Operation
•Principles and activities

Introduction to the Processes and Functions:
•Incident Management
•Event Management
•Request Fulfilment
•Access Management
•Problem Management
•Service Desk
•Applications Management
•Technical Management
•Operations Control & Facilities Management

Continual Service Improvement
•Continual Service Improvement principles and activities and models
•The 7 step improvement process
•The role of Governance for Continual Service Improvement

Tools and Technology
•Use of technology to assist throughout the lifecycle
 
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London London Mon 19 Nov 12 3£999      CLICK TO ENQUIRE
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Key Details
Duration3 days
 
£999
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).