ITIL FOUNDATION V3 (V2011)

As a rule, modern organizations are extremely dependent on IT for the execution of their (business) strategy, tasks and goals. Research has shown that one in five organizations will no longer be able to carry out its operations if IT services are not available for more than a few hours.

This ITIL Foundation training course covers the areas of Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement (CSI). The IT Infrastructure Library embodies good practices for IT service management. It provides a documented, systematic approach that will help organizations to deliver well managed IT services in the face of such difficulties.

Completing this course will help participants understand why and how ITIL must be a business enabler supporting the business processes. The result is the realization of the competitive edge for the business, thus ensuring client retention, long-term survival through the highest possible quality of service.

LEARNING OBJECTIVE

After completing the course the participant will be able to:

  1. Communicate the meaning and relevance of ITSM within the IT organization and within the client organization, and can assist in setting up, managing and harmonizing ITIL processes with the other management processes.
  2. Understand the use of the IT infrastructure, the Business perspective, as well as basic understanding of real-life implementation and management issues
  3. Understand, Measure, Analyze and Report ITSM processes
  4. Understand the ITIL version 3 lifecycle model and the differences between ITIL version 2 and 3
  5. Determine and understand business and IT requirements by obtaining information from the client and/or business
  6. Support the tools and procedures necessary

LEARNER’S BENEFIT

By using a number of practical examples, understanding, and result-oriented exam preparation, as well as real-life business questions, plus mature and well-organized training materials, the participant will learn how all the processes can be implemented effectively. Besides key concepts of ITIL, in-depth attention will be paid to the preparation and implementation of procedures and instructions using the aforementioned sets of processes.

CERTIFICATION

This course prepares the participant for the ISEB and EXIN accredited Foundation certificate in IT Service Management, ITIL version 3.

TARGET AUDIENCE

This Foundation course in IT Service Management is intended for those who have to participate within ITSM and/or other quality control processes within the business:

  • IT Managers and IT staff
  • Process Owners,
  • Helpdesk and/or Service desk staff and/or other client-facing roles
  • Support Staff

In general, however, this course is beneficial and useful for anybody with some basic IT experience – from “workfloor staff” to top management.

LEARNING OUTLINE

A. INTRODUCTION

Introduction to ITIL Principles and Service Management

  1. ITIL Service Life Cycle
  2. Benefits of adopting the ITIL framework

Organization, Planning and Controlling

  1. The key and steering processes of an IT organization;
  2. Planning, measuring and improving, as well as management issues
  3. Interfaces between processes
  4. Techniques and measurements
  5. Reporting

B. ITIL PROCESSES

SERVICE STRATEGY

  1. Service Portfolio Management
  2. Financial Management for IT Services
  3. Demand Management

SERVICE DESIGN

  1. Service Level Management
  2. IT Service Continuity Management
  3. Availability Management
  4. Information Security Management
  5. Service Catalogue Management
  6. Supplier Management
  7. Capacity Management

SERVICE TRANSITION

  1. Service Asset & Configuration Management
  2. Transition Planning & Support
  3. Knowledge Management
  4. Service Validation and Testing
  5. Evaluation
  6. Change Management
  7. Release & Deployment Management

SERVICE OPERATIONS

  1. Incident Management
  2. Request Fulfillment
  3. Event Management
  4. Access Management
  5. Problem Management
  6. Functions:
    1. Service Desk
    2. Technical Management
    3. Application Management
    4. IT Operations, Control and Management

CONTINUAL SERVICE IMPROVEMENT

  1. Service Level Management
  2. 7-step Improvement Process
  3. Service Measurement
  4. Service Reporting

OUR PARTNER’S PROFILE

ITIL Master Certified, EXIN; Master Certificate in Applied Project Management, AUC; Project Management Professional (PMP), PMI; PRINCE2, MS Project, Advance Rotterdam; CISA, COBIT Certified, ISACA; MCP, MCPS, MCSE, Microsoft; Six Sigma, ISO Certified Trainer, EXIN; MSc in Computer Science, University of Liverpool, UK; Doctorate in Physics, University of Nijmegen, Netherlands

Previous Projects:

ITIL Project Management, ITIL Implementation, ITIL Certification Program Development, ITIL Trainings – GSIS, Aboitiz Corporation, Maynilad Water, PAL Call Center, Sun Microsystems, EMC, HP, IBM
Disaster Recovery and Continuity Project Management, Department of Energy (DOE)

Specialties:

Expert Educator, Trainer, and Author on ITIL, PRINCE2, CoBit, Project Management, Six Sigma, ISO Senior Project and Program Manager for specialized and large scale projects from Technical Consultancy, Design, Implementation, Training, and Management

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