ITIL v3 Foundation Certification Boot Camp Training Class

Course ID: 20162

ITIL v3 Foundation Certification Boot Camp Training Seminar

This hands-on training program for IT Infrastructure Library (ITIL) Foundation
certification introduces you to the fundamentals of IT Service Management (ITSM)
as described in ITIL Version 3 (ITIL v3). This course will
help you prepare for the certification exam and acquire valuable insight from
instructors who have actually managed IT operations and ITSM programs.
The course features lectures, discussion, team exercises, and quizzes. It
culminates with an optional, one-hour certification examination.


	Agenda
	1. Introduction 2. ITIL Concepts Origins of ITIL ITSM - A Real-Life World of Experience The History of ITIL Why Refresh Concepts We Need to Know Good Practice IT Service Management Service Service Model Function - Process - Role What is a Process? Process Characteristics IT Governance and Service Lifecycle ITIL Concepts Checkpoint 3. Continuous Service Improvement CSI and the Service Lifecycle Managing through the Lifecycle CSI Model Principles of CSI CSI and Organizational Change Ownership Role Definitions Drivers Service Level Management Continuous Improvement Service Measurement Knowledge Management Benchmarks Governance Frameworks, Models, and Quality Systems 7-Step Improvement Process CSI Program Concepts 4. Service Operation Service Operation and the Service Lifecycle Purpose, Goals, and Objectives of Service Operation Scope of Service Operation Service Operation's Value to the Business Principles of Service Operation 5. Service Transition Service Transition and the Service Lifecycle Service Transition Model Purpose, Goals, and Objectives of Service Transition Scope of Service Transition Service Transition's Value to the Business Principles of Service Transition 6. Service Design Service Design and the Service Lifecycle Service Design Model Purpose, Goals, and Objectives of Service Design Scope of Service Desig Service Design's Value to the Business Principles of Service Design 7. Service Strategy Service Strategy and the Service Lifecycle Service Strategy ModelPurpose, Goals, and Objectives of Service Strategy Scope of Service Strategy Service Strategy's Value to the Business Principles of Service Strategy 8. Open itSM Solutions Open Frameworks, Methods and Standards The Service Provider Model The Open itSM Solutions Reference Model 9. Review Program 10. Self-Study and Exam Preparation


	Audience
	Anyone involved in the IT service profession including IT leadership, key business managers, network operations, business process analysts, business analysts, IT consultants, project managers, systems integrators, help desk managers and analysts, managed service providers, application developers, and solution providers and sales staff.


	Pre-requisites
	Familiarity with IT services is recommended.


	Comments
	For all course dates held in Canada, please add 5% GST to the course price. Canadian residents will need to add an additional 7% PST to the course price.