Duration : 3 Days

This course provides comprehensive first-level training for anyone involved in the provision, support, and delivery of IT Services. It is a 3 day training course leading to the V3 Foundation Certificate in IT Service Management. During the course, delegates will gain knowledge of best practice terminology, the structure and basic concepts of ITIL V3 Service Management.

The course is led by a qualified instructor, using lectures, discussions, exercises and mock examination in preparation for the multiple choice ISEB Examination.

The multiple-choice examination is held at the end of the third day of the course.

Course Focus

The aim of the course will be to give you an overview of the topics in ITIL® Version 3 as follows :
Service Management as a practice
Understand the concept of good practice
The concept of a service
The concept of Service Management
Define processes, roles and functions

The Service Lifecycle
Understand and explain the Service Lifecycle and its key concepts
Understand the business value of the phases of the Service Lifecycle

Key concepts and definitions
Understanding the key terminology and the key concepts of Service Management

Key principles and models
Service Strategy
What is Service Strategy?
Understand the main goals and objectives of Service Strategy
Understand the 4 main activities of Service Strategy
Basic overview of value creation through services
Overview 3 Service Strategy processes

Service Design
Understand the importance of people, processes, products and partners
Understand the five major aspects of Service Design
Understand the different sourcing approaches
Overview of the 7 Service Design processes

Service Transition
Explain the Service V model
Overview of the 3 Service Transition processes

Service Operation
IT Service versus technology components
Quality of Service versus cost of service
Reactive versus proactive
Overview of the 5 key Service Transition processes
Continual Service Improvement
Objectives of Continual Service Improvement
The 7 step improvement process

Functions
The Service Desk
Technical Management
Application Management
IT Operations Management

Roles
Understand the role of a Process owner
Understand the role of a Service Owner
The role of the RACI model in determining organisational structure

Technology and Architecture
Requirements for an integrated set of Service Management technology
How Service automation assists with integrated processes

The V3 Foundation Certificate in IT Service Management is a pre-requisite for the further training in ITIL Version 3 that leads to the ITIL Expert in IT Service Management.