OutLine

This course provides training designed to raise the understanding of IT Service Management as described in the ITIL V3 core publications. Specifically the course will prepare the participants to complete and successfully pass the V3 ITIL Foundations Exam.

Objectives – Days 1 and 2

 Prepare for the V3 ITIL Foundations Exam

 Understand Service Management as a Practice

 Understand the Service Lifecycle

 Understand the key principles and models that support the Service Lifecycle

 Understand supporting processes, roles and functions 

Module 1: Introduction

 ITIL beginnings

 IT Service Management

 Governance

 Good Practice  

Module 2: Service Management as a Practice

 Service Management

 Functions and Roles

 Processes

 RACI  

Module 3: The Service Lifecycle

 Lifecycle Approach

 Core Publications and 5 stages of the lifecycle

Module 4: Service Strategy

 Goals and key concepts

 Processes

Module 5: Service Design

 Goals and key concepts

 Processes

Module 6: Service Transition

 Goals and key concepts

 Processes  

Module 7: Service Operation

 Goals and key concepts

 Processes  

Module 8: Continual Service Improvement

 Goals and key concepts

 Processes

Module 9: Technology and Automation Support

 Integrated Tool

 Tool Requirements and Selection

 Service Automation

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