ITIL V3 Foundation and Practitioner Program
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ITIL V3 Foundation and Practitioner Program Course
Introduction:
IT Service Management plays a crucial role in delivering a diverse range of products and services in today's dynamic IT computing environments. With increasing security, continuity, legal, and financial requirements, as well as the global expansion of enterprise systems, effective IT Service Delivery has become a strategic asset for businesses. By implementing best practices in Service Management and following the Service Delivery Life Cycle (SDLC), aligned with the business and IT strategy, you can enhance performance, meet demand, ensure continuity, and maximize the IT contribution to the overall business bottom-line. This course equips you with the necessary knowledge and skills to drive improvements and make a significant impact in your IT organization.
Course Objectives:
At the end of this course, the participants will gain competencies to:
- Understand the main processes, relationships, benefits, and challenges of ITIL v3
- Gain insight into the holistic service lifecycle approach that forms the core of ITIL v3
- Understand how these processes contribute to making an IT organization manageable
- Learn the most important ITIL v3 definitions
- Gain access to a standardized vocabulary
- Preparation for the certified ITIL v3 Foundation examination
Who Should Attend?
All IT professionals who could be IT managers or consultants looking to use the breadth of the ITIL framework and developing a proper understanding of the key functions and processes of ITIL.
Course Outlines:
- Introduction to ITIL and best practice,
- Service Lifecycles,
- Service Operation (including Incident Management and the Service Desk),
- Service Transition (including Change Management),
- Case study based exercises
- Service Strategy (including the four main activities of strategy,
- Service Portfolio and Service Catalog),
- Wall Street Business simulation round two,
- Service Design (including the Service Design package,
- Service Level Management and the 4Ps People, Processes, Products, Partners),
- Case study based exercises
- Continual Service Improvement (including 7-step improvement process, Deming Cycle and the CSI model),
- Sample exam and feedback session