Learn about process improvements, benefits, and challenges of ITIL v3, and get your ITIL v3 Foundation certification.
In this comprehensive course, you will prepare for the ITIL v3 Foundation Certificate in IT Service Management. You will learn the fundamentals of IT Service Management from experienced instructors who have led implementations and have the first-hand knowledge and experience to make ITIL real and valuable. This course includes handouts and references useful after the class, as well as practices sessions, quizzes, exam strategies, and test-taking tips. The one-hour ITIL v3 Foundation exam will be offered on the last day of class at 3:30 PM.
What You'll Learn
- Key concepts of ITIL
- Important principles for improving IT operations
- Vital processes and functions
- Practical guidance for applying ITIL to everyday IT situations
- How to align with business, control costs, and improve IT service quality
- Strategies to balance IT resources
Course Outline
1. Service Management Defined
- IT services and what they really do
- How IT services deliver value to customers
- Value and importance of IT service management
2. ITIL Introduction
- Good practices
- Ease ITIL adoption
- ITIL qualification scheme, bodies, and certifications
3. Service Operation
- Effectively and efficiently deliver support services
- Ensure value to customer and service provider
- Maintain stability while allowing for change
- Organize to improve IT support to customers
4. Continual Service Improvement
- Create and maintain value for customers
- Importance of better design, introduction, and operation of services
- Improving service quality, business continuity, and IT efficiency
- Link improvement efforts to strategy, design, and transition
5. Service Strategy
- Design, develop, and implement service management
- Service management as a strategic asset
- Setting objectives and expectations
- Identify and select prioritization opportunities
6. Service Design
- Design and develop services
- Develop processes
- Design principles and methods
- Convert strategy into services
7. Service Transition
- Develop and improve capabilities
- Improved methods for transitioning new and changed services into operation
- Manage the complexity related to changes
- Prevent undesired results while enabling innovation
8. Exam-Taking Tips
- Important techniques to help you pass your exam
9. Practice Exams
- In-class and take-home exam preparation
- Simulated Exam
