ITIL foundation (version 3)

ITIL Foundation is an instructor-led course which:

• Provides a practical understanding of ITIL version 3 key concepts, principles, processes, and functions

• Prepares students to pass the ITIL Foundation exam

duration

3 days

level

Introductory

prerequisites

None

class size

Up to 16 students

examination

Includes the exam leading to the Foundation Certificate in IT Service Management (40 questions, multiple-choice)

course materials

• Student workbook including classroom presentation, sample exams, job aids, and glossary

course content

• 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 Fulfilment
  - Access Management
  - The 7 step improvement process
• Overview of the functions:
  - Service Desk
  - Application Management,
  - Operations Management
  - Technical Management
• Organisation structure and key roles
• Technology and Architecture

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January 7, 2009 | terms of use | ©2009 Fox IT, LLC. All rights reserved.

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