ITIL V3 Foundation

Course contentGain an understanding of Service Management as a practice

• The concept of Good Practice
• The concept of Service
• The concept of Service Management
• Define and distinguish between Functions, Roles and Processes
• The process model
• Characteristics of processes

Gain an understanding of the Service Lifecycle

• The objectives and business value for each phase in the lifecycle

Key Principles and Models
Candidates will be able to comprehend and account for key principles and models of Service Management and balance some of the opposing forces within Service Management
Service Strategy

• The three types of Service Providers
• Define the market
• Develop the offerings
• Develop the strategic assets
• Prepare for execution
• Service Level Management

Service Design

• The importance of People, Processes, Products and Partners for Service Management
• The five major aspects of Service Design
• Different sourcing approaches and options

Service Transition

• The Service V model
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management

Service Operation

• Stability versus Responsiveness
• The role of communication in Service Operation
• Incident Management
• Request Fulfilment
• Problem Management

Continual Service Improvement

• Basic concepts , process activities, interfaces and metrics for the 7 step improvement process
• The role of Governance for Continual Service Improvement

Key Concepts
Gain an understanding of the key terminology and key concepts of Service Management
Processes
Candidates will gain an understanding of how the Service Management processes contribute to the Service Life Cycle
Roles
After completing this course candidates will be able to account for the role and responsibilities of the key roles in Service Management
Functions
This aims to help the candidate explain the role, objectives, organisational structures, staffing and metrics of the Service Desk function and to state the role, objectives of the other three functions which are:

• Application Management
• IT Operations Management

Technology and Architecture
Looks at some of the generic requirements for an integrated set of Service Management Technology