ITIL 2011 FOUNDATION Course: ITIL-F ...

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ITIL 2011 FOUNDATION COURSE OUTLINES Course: ITIL-F; Duration: 3 Days; Instructor-led WHAT YOU WILL LEARN This course introduces the principles and core elements of IT Service Management (ITSM) based on the ITIL® v3 set of best practices This course has been enhanced with Quint’s exclusive business simulation Quintegrator; where the ITSM lessons learned will be reinforced through role playing and insightful examples from experienced instructors

AUDIENCE

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IT Managers, IT staff and process owners Application, project and business managers directly involved in IT Any member of an IT organization in delivery of IT services

PREREQUISITES REQUIRED PREREQUISITES No mandatory prerequisites, although experience in IT or related fields is recommended

METHODOLOGY This program will be presented via interactive lecture and practical hands-on activities DURATION This is a three (3) day course that will prepare participants for the certified ITIL® v3 Foundation exam, which is an integral part of the course curriculum

Module 1 - Introduction To ITIL           

Service Management as a Practice 1:45 Business and IT Definition of Service Definition of Service Management The IT Organization Process Model Characteristics of Processes Organizing IT Service Management Service Lifecycle Stages ITIL v3 Processes and Functions ITIL Certification Scheme

Module 2 - Service Operation                     

Objectives Terminology Event Alert Incident Service Request Problem Workaround Known Error Known Error Database Service Operation Processes (Objectives, Roles, Concepts, Metrics) Event Management Incident Management Request Fulfillment Access Management Problem Management Service Operation Functions (Objectives, Roles & Structure) Service Desk Technical Management IT Operations Management Applications Management

COURSE OBJECTIVES Upon completion of this program, participants should be able to :  Understand the main processes, relationships, benefits and challenges of ITIL® v3  Gain insight into the holistic service lifecycle approach that forms the core of ITIL® v3  Understand how these processes contribute to making an IT organization manageable  Learn the most important ITIL® v3 definitions  Gain access to a standardized vocabulary  Prepare yourself for the certified ITIL® v3 Foundation examination

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Module 3 - Service Transition

Module 6 - Continual Service Improvement

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Value to the Business Service Transition Processes Change Management (Objectives, Roles, Concepts, Metrics) Service Change & Types of Change Request for Change Seven R’s of Change Management Change Advisory Board Service Asset & Configuration Management Objectives, Roles CMS & CMS components Assets & Configuration Items Release & Deployment Management (Objectives, Roles, Concepts, Metrics) Service V Model SKMS Service Validation & Testing Evaluation Knowledge Management (Objectives, Roles, Concepts, Metrics) DIKW Model Service Knowledge Management System Transition Planning & Support

Goal and Objectives Scope Models & Processes Deming Cycle Continual Service Improvement Model 7-Step Improvement Process Measurement & Metrics Activities Baseline Interfaces CSI Manager Service Owner Risk Management

Module 7 - Glossary Of Terms Module 8 - Sample Exam 1 Module 9 - Sample Exam 2 Module 10 - Forms

Module 4 - Service Strategy                

Why have a Service Strategy Goals and Objectives Service Value Assets Service Strategy Main Activities Service Strategy Processes Service Portfolio Management Demand Management Financial Management Terminology Utility & Warranty Business Case Capabilities & Resources Service Assets Service Catalogue (Business & Technical) Service Portfolio

Module 5 - Service Design                  

Objectives Value to the Business Service Design Manager Service Portfolio Service Catalogue Service Design Package 4 P’s (People, Processes, Products, Partners) Technology & Architecture Sourcing Approaches Service Design Processes (Objectives, Roles, Concepts, Metrics) Service Level Management Service Catalogue Management Capacity Management Availability Management Service Design Processes (Objectives, Roles, Concepts, Metrics) IT Service Continuity Management Information Security Management Supplier Management

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