ITIL Foundation Course Outline

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Program Contents

• Overview of the drivers for ITIL® V3
• Key differences between ITIL® V2 and ITIL® V3 - What are the major changes?
  • New concepts, definitions and terminology
  • Key processes and functions

Introduction to Service Management

• The evolution of Service management
• Definition of Service and Service Management
• Service Management as best practice
• The importance of adopting a service and continual improvement culture and approach
• Interface to other framework and standards (i.e. ISO/IEC 20000)

The Service Lifecycle

• Objectives and business value
• The main components (the new books) within the 5 stages in the lifecycle:
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Key Principles of IT Service Management

• Types of service providers
• Five key aspects of Service Design
• The 7 "Rs" of Change Management
• Service "V" model
• Continual Service Improvement model
• The need for IT Governance and control
• Process development characteristic and guidelines

Introduction to Basic Concepts, Objectives and Activities

• Service Portfolio Management
• Service Level Management
• Incident Management
• Change Management
• Demand Management
• Financial Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Supplier Management
• Information Security Management
• IT Service Continuity Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Event Management
• Problem Management
• Request Fulfillment
• Access Management
• The 7 step improvement process

Overview of the functions

• Service Desk
• Application Management,
• Operations Management
• Technical Management

Organization structure

• Key roles and responsibilities
• Technology and Architecture considerations

Program Material (handouts)

This training program includes the following as reference documentation:

• Program slide presentation
• ITIL® V3 Syllabus document
• Exam study guide
• ITIL® V3 acronyms and glossary
• Sample examination questions and answers

Simulation and practical application

We provide the students with real life experiences; we use the client organization as "Case study" example for the purpose of discussion to show the value of using best practice. We integrate group exercises and sample exam questions to simulate and practice the subject matter.

ITIL® courses are delivered by Ahead Technology Inc. an LCS and EXIN ITIL® Accredited Training Organization and a licensee of ISACA®

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. IT Infrastructure Library ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.