ITIL® (IT Infrastructure Library) is the most widely accepted approach to IT service management. Providing a cohesive set of best practice guidance drawn from the public and private sectors around the world, it has recently (May 2007) undergone a major and important refresh program.

 

This Foundation course introduces the principles and core elements of the new ITIL® V3 which is now based on five core lifecycle titles:

- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement

 

OBJECTIVES

 

- To explain the concept of Service Management as a practice.
- To provide insight into the Service Lifecycle approach.
- To comprehend the key terminology, concepts and principles of ITIL® V3.
- To understand how the Service Management processes contribute to the Service Lifecycle.
- To account for the key Service Management roles and functions.
- To link the ITIL® V3 concepts to daily operations of an organization.
- To prepare for the ITIL® V3 Foundation Certification Examination.

 

CONTENT

 

1.Service Management as a Practice
2.Service Lifecycle
3.ITIL® V3 Qualification Scheme
4.Key Concepts, Principles and Models
5.Processes
6.Roles and Functions
7.Technology and Architecture

 

TARGET AUDIENCE

 

- All Managers and IT Staff involved in the delivery of IT services
- Quality Managers and Organization Managers
- Process Owners and Process Managers
- Project and Program Managers

 

PREREQUISITES

 

- Some professional experience in the specification, development, implementation and/or management of information technology.
- No specific course is required prior to attending this training course.

 

PEDAGOGICAL METHOD

 

- Theory and concepts illustrated by a trainer with sound expertise and experience in IT Service Management.
- Group Discussions with the purpose to match the relevant IT Service Management issues to real life experience.
- Practical assignments using a fictitious case study to put the concepts into practice.
- Option: Control-IT (see business simulations).

 

CERTIFICATION

ITIL V3 ® Foundation Certificate

 

When        8/07/2015 until 10/07/2015