ITIL - (IT Infrastructure Library) Foundation v3 Boot Camp
ITIL is the abbreviation for the IT Infrastructure Library guideline that was developed by the OGC (Office of Governance Commerce) in Norwich England on behalf of the British government. Today, ITIL is the de-facto global standard in the area of Service Management and contains comprehensive and publicly available technical documentation for the planning, provision, and support of IT services. This three-day, instructor-led course provides students with a practical understanding of the key concepts, principles, processes, and functions that support successful IT Service Management.
The primary audience for this course is Business Managers who provide products or services that rely on technology and IT professionals with a role in the efficient support and delivery of high quality, cost effective IT Services. This course is suitable for anyone desiring to pass the ITIL v3 Foundation Certification Exam administered by EXIN (Examination Institute for Information Science).
After completing this course, students will be able to:
- Demonstrate an understanding of ITIL Service Support and Delivery processes, interfaces, and relations existing among wider IT issues.
- Demonstrate knowledge of essential service management concepts and awareness of essential service management techniques.
- List costs, benefits, and possible problems associated with implementing ITIL Service Support and Service Delivery processes.
- Competently apply service management essentials and participate in service delivery/support functions in the workplace.
- Achieve Foundation-level certification, if desired.
The IT Infrastructure Library ITIL)® ITIL v3 Foundation Course, Ron Hovland, Leslie Kapcius, et.al.
Before attending this course:
While this course has no specific prerequisites, it is assumed that students will have a basic level of IT literacy.
- This module reviews ITIL's history, in particular how ITIL's content on Service Support and Service Delivery has become adopted as a global standard for best-practices. Included are the ITIL v3 Lifecycle and its five phases, terms of interest, the goals and benefits of ITIL, key ITIL processes, the Qualification Scheme for certifications, and the RACI (Responsible, Accountable, Consult, and Inform) organizational context.
Module 2: Service Lifecycle
- This module discusses terms of interest that are critical to understanding ITIL's approach to Service Management - Value Creation, the benefits of ITIL, Organizational Context, Governance, the Process Model, and overall ITIL lifecycle.
Module 3: Service Strategy
- This module covers Service Strategy as a starting point within the lifecycle and identifies the Strategic Perspective - Business needs and plans, mapping IT strategies to business, focusing on Service as a Value, and examining how to source appropriately. Also covered are Strategy terms of interest, Financial Management, and the Service Portfolio.
Module 4: Service Design
- This module covers how Service Design is a part of the overall business change process and how it fits within the overall business strategy. Highlighted topics are Service Design terms of interest, Service Providers, Service Design Path and Design Aspects, Design Management and Constraints, Service Catalog Management, Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management, Supplier Management, and Information Security Management.
Module 5: Service Transition
- This module covers the goals and focus of Service Transition, terms of interest, the Management of Change and Risk, integration with Business Change processes, processes that support the Service Lifecycle, Change Management, Asset and Configuration Management, Knowledge Management, Transition Planning and Support. Release and Deployment Management, Testing, Validation, and Evaluation.
Module 6: Service Operations
- This module focuses on the day-to-day management of the services used by customers and the processes that focus on support-and-restore activities. Also covered are value as seen by the customer, terms of interest, Operational Functions, Event Management, Request Fulfillment, Access to Services, Incident Management, and Problem Management.
Module 7: Continual Service Improvement
- This module covers the Continual Improvement Processes to ensure efficiency, effectiveness, and economically beneficial processes to support valuable services. Also discussed are the continual realignment of IT to business requirements, the aim to improve all processes within the Service Lifecycle, growth and maturity of Services and the Management Processes of Measure, Analyze, and Review.
There are three appendices in the book containing the answers to sample exam questions at the end of each chapter, two practice exams, and an exhaustive Glossary of Terms created by the Office of Government Commerce (OGC) which contains the Terms, Definitions, and Acronyms used within the ITIL v3 Library.
The exam may be scheduled to be taken at the close of class on the third day. The cost of the exam is NOT included in the cost of the class. The exam fee is approximately $180.00 (subject to change).
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