ITIL V3 Foundation Overview PDF

ITIL V3 FOUNDATION
What is an ITIL qualification?

ITIL stands for: Information Technology Infrastructure Library. The ITIL Certificates are designed as - IT Service Management - qualifications. They are aimed at all personnel who wish to become familiar with the best practices for IT Service Management, as defined in the OGC IT Infrastructure Library guidelines
Service Management ITIL

ITIL is the most widely accepted approach to IT service management in the world. Providing a cohesive set of best practice guidance drawn from the public and private sectors across the world, it has recently undergone a major and important refresh project. IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organizational environments in which it operates, it is in a state of constant evolution. Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance.
ITIL: Overview and Benefits

ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include: reduced costs; improved IT services through the use of proven best practice processes; improved customer satisfaction through a more professional approach to service delivery; standards and guidance; improved productivity; improved use of skills and experience; and improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.
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Why do I need an ITIL Qualification?

The majority of people that consider ITIL as a qualification do so for career and personal development reasons. Often this is driven by a change of job or career, where you notice that to get to the top of the CV pile, you need to have an extra qualification like ITIL (even if you have been involved in service management successfully for many years without it). In many advertised positions ITIL has become a prerequisite. The majority of companies that implement ITIL also encourage their employees to take the exams. If your staff have accredited ITIL qualifications, then you can present your company as using ITIL. This works particularly well where you tender for or supply to any large IT organizations or outsourcing companies.
What Does ITIL V3 Comprise of?

ITIL V3 consists of a library of five books: Service Strategy Guidance on defining the types and levels of service that you wish to provide to your users and/or your customers. Service Design Guidance to shape the way in which your service strategy will become a reality. Service Transition Guidance on the implementation of these services. Moving from the previous state to the new state. Service Operation Guidance on the day to day management and measurement of your services. Continual Service Improvement Guidance on how to periodically reviews your portfolio of services to ensure that they are as good as they can be and still of value you to your clients.
In addition, ITIL is supported by a comprehensive qualifications scheme, accredited training organizations, and implementation and assessment tools.
Overview
The accredited ITIL version 3 training course is an update to the best practice guidance of the IT Infrastructure Library. Known as ITIL v3, the books are framed around the Service Lifecycle, taking a holistic approach to managing services and delivering business value. All of the core processes and concepts from ITIL v2 remain in ITIL v3 with updates to address emerging trends. New processes are in response to requests from the practitioner community. All processes have been grouped into the appropriate volume, reflecting their business value in the Service Lifecycle: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
The course features lectures, discussion, team exercises, and quizzes.
What You Will Learn

This course introduces the key concepts of each ITIL v3 function, process and lifecycle stage. By the end of this course, the participants will learn: Vital processes and functions within the Service Lifecycle Business value of implementing each process in an organization Practical guidance for applying ITIL to everyday IT situations Objectives and basic concepts related to each process Activities and roles involved in each process Relationship of each process to other processes Strategies to balance IT resources Terminology, techniques and practical approaches Important principles for improving IT operations How to align IT with business, control costs, and improve IT service quality
Instructors
Our instructors have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real life stories and scenarios. This training style encourages active group participation, allowing all participants to gain a wealth of practical knowledge. Only the finest quality, accredited content is used.
Certification
The certification in ITIL v3 Foundation is earned by achieving a passing score on a 60 minute, 40 question exam administered on the final day of class.
Who Should Participate ?

ITIL Foundation training is ideal for anyone involved in IT services such as network operators, business process analysts, IT project managers, systems integrators, help desk managers and staff, outsourcers and application developers. Individuals responsible for controlling or reducing IT costs, improving IT service quality, and balancing IT resources should also attend. All IT professionals, IT managers and team members, coordinators, IT architects, IT consultants, planners and managed service providers will benefit from this course.
Prerequisites
Participants should be familiar with IT services and terminology.
Agenda
Introduction ITIL Concepts Origins of ITIL ITSM - A Real-Life World of Experience The History of ITIL Why Refresh Concepts We Need to Know Good Practice IT Service Management Service Service Model Function - Process - Role What is a Process? Process Characteristics IT Governance and Service Lifecycle ITIL Concepts Checkpoint
Continual Service Improvement CSI and the Service Lifecycle Managing through the Lifecycle CSI Model Principles of CSI CSI and Organizational Change Ownership Role Definitions Drivers Service Level Management Continuous Improvement Service Measurement Knowledge Management Benchmarks Governance Frameworks, Models, and Quality Systems 7-Step Improvement Process CSI Program Concepts
Service Operation Service Operation and the Service Lifecycle Purpose, Goals, and Objectives of Service Operation Scope of Service Operation Service Operation's Value to the Business Principles of Service Operation
Service Transition Service Transition and the Service Lifecycle Service Transition Model Purpose, Goals, and Objectives of Service Transition Scope of Service Transition Service Transition's Value to the Business Principles of Service Transition
Service Design Service Design and the Service Lifecycle Service Design Model Purpose, Goals, and Objectives of Service Design Scope of Service Design Service Design's Value to the Business Principles of Service Design
Service Strategy Service Strategy and the Service Lifecycle Service Strategy ModelPurpose, Goals, and Objectives of Service Strategy Scope of Service Strategy Service Strategy's Value to the Business Principles of Service Strategy
Open itSM Solutions Open Frameworks, Methods and Standards The Service Provider Model The Open itSM Solutions Reference Model

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ITIL V3 FOUNDATION

What is an ITIL qualification?

Service Management ITIL

ITIL: Overview and Benefits

Why do I need an ITIL Qualification?

What Does ITIL V3 Comprise of?

The course features lectures, discussion, team exercises, and quizzes.

What You Will Learn

Who Should Participate ?

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