Introduction
ITIL® v3 (version 3) Foundation is the newest entry level certification course for IT Service Management Best Practices. This is a summary course covering the latest overall refresh of core ITIL® best practices presented from a lifecycle perspective. This course introduces the principles and core elements of IT service management (ITSM) based on the ITIL® v3.
Course Approach
Participants will learn the principles and core elements of the service lifecycle
approach to IT service management according to ITIL® v3. An interactive
approach is used combining lecture, discussion and simulation-experience to
prepare participants for the ITIL® v3 Foundation certification exam. Over several
rounds of the simulation, participants are challenged to improve their performance.
By immersing themselves in the Wall Street Business Simulation, it will become
clear to participants that ITIL®
principles alone are not enough to improve performance.
Main Objectives
· 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
· The target group of the ITIL® v3 Foundation is 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.
Duration
The ITIL® v3 Foundation is a 3-day course that prepares participants for the certified ITIL® v3 Foundation exam (optional), which is an integral part of the course curriculum.
Prerequisites
None, besides some experience in an IT organization.
Number of Participants
A maximum of 16 people can attend this course.
Course Outline
Day 1: Introduction to ITIL® and Best Practice, Service Lifecycles, Service Operation (including Incident Management and the Service Desk), Service Transition (including Change Management), Wall Street Business Simulation round one.
Day 2: Service Strategy (including the four main activities of strategy, Service Portfolio and Service Catalog). Wall Street Business Simulation round two. Service Design (including the Service Design package, Service Level Management and the 4Ps: People, Processes, Products, Partners). Wall Street Business Simulation round three.
Day 3: Continual Service Improvement (including 7-Step Improvement Process, Deming Cycle and the CSI Model). Sample exam and feedback session. Exam for the v3 Foundation certificate.
Certification
This course prepares the participant for the official ITIL® v3 Foundation Exam (optional). Participants who take the exam are prepared extensively through practice exams and instructor feedback. The exam is a 40 question multiple choice exam. Participants will receive the certificate after answering at least 26 questions correctly.
