ITIL™ V3 Overview
Course Duration: 1 Day
About the course
It consists of short lectures and discussions, and provides a good introduction to the latest information in IT Service Management, and provides an excellent preparation for a Foundation Certificate course.
What will this course give me?
The course is an introduction to the ITIL service management framework, including ITIL terminology, the structure and basic concepts and an understanding of the core principles of ITIL practices for Service Management.
Who is the course for?
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 organisation.
IT Professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing improvement programme.
What is provided?
· Course materials
· Paper and pens for notes
· Introductory overview of ITIL (when available)
Prerequisites
As this one-day Overview introduces the key components of ITIL version 3 and the key considerations when implementing current best practice Service Management, there are no prerequisites other than a general knowledge of IT.
This overview is aimed at all stakeholders in Service Management including IT Service Managers and Service Management professionals who require an introduction to the ITIL standard.
Examination
This course does not have an examination.
Topics covered
Gain an understanding of Service Management as a practice
Introduction to the concepts of Service and Service Management
Gain an understanding of the Service Lifecycle
The objectives and business value for each phase in the lifecycle
Key Principles and Models
Candidates will gain an understanding of the core principles and models of ITIL plus the involvement of people roles and responsibilities required to deliver efficiency and effectiveness.
Gain an understanding of the key inter-relationships between the processes throughout the Lifecycle.
Overview of Service Strategy
· Strategy principles and activities
· Developing strategies
· Differing types of Service Providers
· Introduction to the processes:
· Service Portfolio Management
· Financial Management
Service Design
· Design principles and activities
· People, Processes, Products and Partners
· Introduction to the processes:
· Service Level Management
· Service Catalogue Management
· Availability Management
· Capacity Management
· IT Service Continuity Mgmt
· Information Security Mgmt
· Supplier Management
Service Transition
o Transition principles and activities
o Introduction to the processes:
o Change Management
o Service Asset and Configuration Management
o Release and Deployment Management
Service Operation
o Operation principles and activities
o Introduction to the processes:
o Incident Management
o Event Management
o Request Fulfilment
o Access Management
o Problem Management
Continual Service Improvement
· Continual Service Improvement principles and activities
· Metrics for the 7 step improvement process
· The role of Governance for Continual Service Improvement
« Please view our course schedule for information on upcoming courses.
