ITIL V3 Foundation

ITIL ® V3 FOUNDATION

Duration

3 days

(In case of a 2 days course the 3 days schedule will be adjusted in 2 days with 9 to 9.5 hours per day where it is expected that the candidate does some pre-read/self-study.)

Pre-requisites

Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.

IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.

Course Objectives

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management.

Method of Delivery

Classroom presentation

Presentation slides with the help of White Board.

Discussion

The method of delivery is highly interactive and designed to present the information in memorable and manageable segments.

Handouts

Each delegate/candidate will receive a comprehensive course handout containing all of the course slides and relevant supporting documentation.

Exercises

Throughout the course, delegate’s understanding of the material will be tested through the use of interactive discussion and mock exam(s).

Course Time

09:00 Hrs to 17:30 Hrs

Course Outline

Day One

Introduction

Background to ITIL

The new ITIL Service Lifecycle

Generic Concepts and Definitions

Service Strategy (SS)

Service Portfolio Management

Financial Management

Demand Management

Service Design (SD)

Service Catalogue Management

Service Level Management

Capacity Management

Availability Management

IT Service Continuity Management

Discussion and review of Day One

Day Two

Information Security Management

Supplier Management

Service Transition (ST)

Change Management

Service Asset and Configuration Management

Release and Deployment Management

Knowledge Management

Service Operation (SO)

Event Management

Incident Management

Problem Management

Access Management

Discussion and review of Day Two

Day Three

Request Fulfilment

Functions

Continual Service Improvement (CSI)

ITIL V3 Foundation Exam

ITIL V3 Foundation Examination

The multiple choice examination is undertaken at the end of the course. There are 40 multiple choice questions to be undertaken in the 60 minute closed book examination. A pass mark of 65% is required in order to be awarded the ITIL V3 Foundation Certificate.

Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and are allowed to use the dictionary.

Follow on Courses to enhance your knowledge further

ITIL Intermediate — Service Lifecycle and Service Capability Modules

Note:

ITIL® is a registered trade mark of the Cabinet Office

The Swirl logo™ is a trade mark of the Cabinet Office

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