ITIL v3 Foundation Certification Boot Camp Training Class

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

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.

• Familiarity with IT services is recommended.