Objectives

The ITIL Foundation V3 training is a comprehensive training introducing all the major concepts and the ITIL V3 terminology.

On successful completion of this course, delegates will be able to understand and be aware of:

• service management as a practice
• the service lifecycle
• key principles and models related to service management
• key concepts, processes, key roles and key functions
• associated technology and architecture

(*) ITIL tm is a registered trademark of OGC (Office of Government and Commerce).

Main topics

• Introduction to service management and to ITIL
• why an organisation should adopt service management based on ITIL
• the need for a service management 'culture'
• introduction to the service lifecycle concept of service management
• key definitions, terminology and principles of service management
• The service lifecyle
• The objectives and business value for each phase of the service lifecycle covered in the 5 core books:

service strategy • service design • service transition • service operation • continual service improvement

• Key principles of IT service management

The sourcing approaches • The five major aspects of service design • The testing V model • The continual service improvement model

• Processes and functions
• The objectives, scope, basic concepts, activities, KPIs, roles and challenges of:

service strategy process • service level management • change management • incident management

• The objectives and basic concepts of:

service portfolio management • demand management • financial management • service catalogue management • availability management • information security management • supplier management • capacity management • it service continuity management • service asset and configuration management • event management • request fulfilment • problem management • access management • the 7 step improvement process

• The role, objectives and organisational structure of:

service desk • application management • operations management • technical management

• Technology and architecture