ITIL V3 Foundation Course
Learn the fundamental principles of the new ITIL lifecycle approach, ITIL V3 covers the same processes as V2 and more. ITIL V3 exposes you to very business minded concepts of integrating IT with the business to provide value to your customer assets.
Course syllabus: Service Management Concepts - Introduction Good Practice Functions, Processes and Roles Understanding the Process Model Technology Service Automation and process integration ITIL V3 qualifications scheme
Service Strategy (SS)
Understand the development of offerings and strategic assets Roles and Responsibilities of SS - Service Portfolio Management - Demand Management - Management - SS scope, activities and objectives Roles and responsibilities Metrics
Service Design (SD) covers:
Service Level Management - Service Catalog Management - Availability Management - Information Security Management - Supplier Management - Capacity Management - IT Service Continuity Management - SD scope, activities and objectives Roles and responsibilities Metrics
Service Transition (ST) covers: Change Management - Service Asset and Configuration Management (SACM) - Release and Deployment Management - ST scope, activities and objectives Roles and responsibilities Metrics
Service Operations (SO) covers:
Incident Management - Event Management Request fulfillment - Problem Management Access Management - SO scope, activities and objectives Service Desk Function The Technical Management Function - The Application Management Function - The IT Operations Management - Function Roles and responsibilities Metrics
Continual Service Improvement (CSI) covers:
The 7 step improvement process - CSI scope, activities and objectives Roles and responsibilities Metrics
ITIL V3 Foundation BRIDGING COURSE - Corp One Day in-house training.
For those who have taken a previous version of the ITIL Foundation course, all you are required to take is the one day bridging course to bring you up to date. The bridge courses takes you through the V3 lifecycle and familiarizes you with the new terminology and concepts. There is a 20 Question MCQ exam at the end of the day and a new certificate issued by the examination body upon passing.
ITIL V2 Foundation Syllabus
The ITIL V2 Foundation course, also known as the
ITIL IT Service Management (ITSM) Essentials course consists of two books,
Service Delivery and Service Support. There are 11 IT
disciplines covered in the ITIL Foundation course plus Security Management
outlined below.
Service Support Content
Service
Desk
This is considered a function and not a process. It under-lines the fundamental requirements a Service desk needs to implement as a “best practice” Single point of contact (SPOC).
Incident
Management
The goal is to restore normal service operation as
quickly as possible. It covers Application, Hardware, and Service requests. The
activities are Detection and recording of incidents, classification of incident
and initial support, prioritization by impact, investigation and diagnosis to
restore or work around, closure of the incident.
Configuration Management
The objective of Configuration Management is to
provide a logical model to the infrastructure or a service by identifying,
controlling, maintaining and verifying the versions of configuration Items (CI)
in existence. This section Addresses naming conventions and labeling of CI’s,
license control, updating database, archives and integrity of the systems
content, legal implications etc.
Problem
Management
The objective is to minimize the adverse impact of incidents and problems on the business that are caused by errors in the IT infrastructure and to prevent reoccurrence of incidents related to these errors.
Change Management
To ensure standardized methods and procedures are used for
efficient and prompt handling of all changes to minimize the impact of
change-related incidents and improve day to day operations. The benefits and possible shortfalls of change
management.
Release
Management
The focus of Release Management is the protection
of the live environment and its services through the use of formal procedures
and checks. Cover the importance of
the software and where it is stored (DSL), the activities of releasing new
software, when it should be released, the implementation process, testing prior
to release, acceptance and authorization of release to the live network.
Service Delivery Content
Service
Level Management
The objective of Service Level Management (SLM) is
to maintain and improve IT Service quality, through a constant cycle of
agreeing, monitoring and reporting on IT Service achievements, and instigation
of actions to eradicate poor service - in line with business or cost
justification.
It covers the Service Level agreement (
Capacity
Management
Ensuring that processing capacity that is purchased is not only
cost justifiable in terms of business need, but also is the most efficient use
of those resources.
Covered in this section is Demand Management, resource management, modeling, and the application sizing.
Availability Management
The objective of the Availability Management Process is to optimize the capability of the IT Infrastructure, services and supporting organization to deliver a cost effective and sustained level of Availability that enables the business to satisfy its business objectives. The importance of resilience, security, reliability, maintenance and serviceability are defined. Activities include how to determine availability requirements, how to compile an availability plan and to monitor availability. The Mean time to restore and repair (MTTR) is covered. How to reduce the number of failures, optimize usage and performance, error correction, contacts and service design are described.
IT Service
Continuity
The goal of
IT Service Continuity Management is to support the overall Business Continuity
Management process by ensuring that the required IT technical and services
facilities (including computer systems, networks, applications,
telecommunications, technical support and service desk) can be recovered within
required, and agreed, business time-scales.
Financial
Management
Financial
Management for IT services seeks to provide cost-effective stewardship of the IT
assets and resources used in providing IT services.
The various cost elements are discussed, also
unabsorbed costs, variable costs, direct and indirect costs.
The budgeting process, IT accounting, charging process and the
relationship to the IT financial lifecycle.
Security
Management
The three
terms of Security Management: confidentiality, integrity and authorization.
Implementing Security measures and the relationships within the three layers of
ITIL: Operational, tactical, and strategic. Why security management needs to be
considered when drafting