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3-Day Seminar

ITIL V3 Foundations

Click here for an in-house quote request or for further information regarding in-house training.

Overview
IT organizations are faced with a rapidly evolving environment coupled with a more headcount-constrained staff, where standardization on optimal systems and procedures is a critical success factor. The Information Technology Infrastructure Library (ITIL®) is a set of best practices that may be used to deliver high quality IT services. ITIL®'s body of knowledge represent the consensus derived from over a decade of work and experience by thousands of IT professionals world-wide, earning for it the status as de facto world standard for IT service management best practices.

ITIL® Version 3 (V3) is the latest evolution of ITIL® which puts heavy emphasis on the alignment of IT to the business. And while ITIL® Version 2 (V2) is more focused on the operational processes of IT, ITIL® V3 covers the entire IT service lifecycle of strategy, design, transition, operation, and continuous improvement.

The ITIL® V3 Essentials course is a 3 day course designed to provide a straightforward, no non-sense introduction to ITIL® v3, by professionals who have actual experience in implementing said best practices.

Learning Objectives
The course aims to provide an essential level of knowledge in the following areas:

  • Service Management as a practice
  • Service Lifecycle
  • Key Principles and Models
  • Key Concepts
  • Selected Processes
  • Selected Roles
  • Selected Functions
  • Technology and Architecture
  • ITIL Qualification Scheme

After completing this course, participants will be able to:

  • Describe key ITIL® terminology, structure and basic concepts and explain the core principles of ITIL® practices for Service Management.
  • Prepare themselves to pass the ITIL® Foundation Certificate in IT Service Management exam

Seminar and Workshop Outline

ITIL Foundations Course Introduction

    • This module aims to introduce the candidates to the course and help them get the most benefits out of it
      • General Introductions
      • Course Overview

Service Management as a Practice

    • This module aims to help the candidate define Service and comprehend and explain the concept of Service Management as a practice.
      • Concepts of Service Management
      • Processes

The Service Lifecycle

    • This module aims to help the candidate understand the Service Lifecycle and explain the objectives and business value for each phase in the lifecycle.
      • The Service Lifecycle
      • Service Strategy
      • Service Design
      • Service Transition
      • Service Operations
      • Continual Service Improvement

Key Concepts

    • This module aims to help the candidate define some of the key terminology and explain the key concepts of Service Management.
      • Key Concepts in Service Strategy and Design
      • Key Concepts in Service Transition
      • Key Concepts in Service Operation
      • Key Concepts in Continual Service Improvement

Key Principles and Models

    • This unit aims to help the candidate comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management.
      • Key Principles and Models in Service Strategy
      • Key Principles and Models in Service Design
      • Key Principles and Models in Service Transition
      • Key Principles and Models in Service Operation
      • Key Principles and Models in Continual Service Improvement

Processes

    • This unit aims to help the candidate understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, business value, basic concepts, activities, interfaces, key metrics and challenges for three of the core processes and to state the objectives, business value, some of the basic concepts and interfaces for ten of the remaining processes.
      • Service Strategy
      • Service Design
      • Service Transition
      • Service Operation
      • Continual Service Improvement

Functions

    • This unit aims to help the candidate explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and to state the role, objectives and overlap of the other functions.
      • The Service Desk function
      • The Technical Management function
      • The IT Operations Management function

Roles

    • This unit aims to help the candidate to account for the role and the responsibilities of two of the key roles in Service Management and to recognize a number of the remaining roles.
      • Key Service Management Roles
      • Service Design Roles
      • Service Transition Roles
      • Service Operation Roles
      • Continual Service Improvement Roles

Technology and Architecture

    • This unit aims to help the candidate to List some generic requirements for an integrated set of Service Management Technology.
      • Service Management Technology

ITIL® Qualification and Mock Exam

    • This unit aims to help the candidate understand the new ITIL V3 qualification scheme and help the candidate to pass the ITIL Foundation exam.
      • The ITIL® Qualification scheme
      • Mock Examination
      • Revision

Special Features

  • Practical job aids to support application in the workplace, including role charts, process diagrams, and sample metrics
  • Delivery by an ITIL, COBIT, and MOF contributor and author of ITSM books, articles, and seminars.
  • Features field-tested ideas from the practical work of a leading ITIL practitioner at Global 2000 companies
  • Real-world examples, group exercises, handouts, including a glossary of key terminology, and mock examinations
  • Covers ITIL V3 and includes ITIL V2 to V3 update and bridging guidance

Certification Examination

BCS ISEB Certification Exam
ITIL V3 Foundations includes the exam leading to the ITIL Foundation Certificate (the Foundation Certificate in IT Service Management), a one hour 40 question multi-choice exam. The exam is optional and is taken at the end of Day 3 of the course.

Audience
ITIL® V3 Essentials is an introductory-level course intended for IT professionals responsible for developing, supporting, and operating application-based IT services (e.g., messaging) and infrastructure-based IT services (e.g., network services). Typical delegates include:

  • CIOs
  • IT Directors
  • IT Managers
  • IT Architects
  • IT Program Managers
  • IT Project Managers
  • Developers
  • Engineers

This course is designed for those with or without prior experience or knowledge of ITIL®.

There are no prerequisites for this course although a background on IT as well as the participant's own business environment will be beneficial.

In-House Training
If you require a quote for running an in-house course, please contact us with the following details:

  • Subject matter and/or speaker required
  • Estimated number of delegates
  • Location (town, country)
  • Number of days required (if different from the public course)
  • Preferred date

Please contact:
Jeanette Hall
E-mail: jeanette.hall@irmuk.co.uk
Telephone: +44 (0)20 8866 8366
Fax: +44 (0)1923 828 770

Speaker: David Pultorak
Pultorak & Associates
David Pultorak

Speaker Biography

David Pultorak is founder and chief executive of Pultorak & Associates (www.pultorak.com), where he applies his 20 years of experience helping organizations get results from their IT service and process management efforts. Mr. Pultorak has contributed to IT service and process management frameworks, including ITIL and MOF. Mr. Pultorak holds a Masters degree from the University of Pennsylvania in IT and Organizational Science, and is a founding member of the University's Center for Organizational Dynamics. He is lead author of the popular, "MOF: a Pocket Guide" (Van Haren 2003), which has been translated into six languages. His most recent book is, "IT People: Doing More with Less" (Authorhouse January 2006) with Harris Kern.