ITILv3 Introduction

Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL®) can help organizations achieve these goals and increase external and internal customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to ensure these capabilities are fully utilized. This course addresses using service management as a practice for IT companies. This course will assist the learner in preparing for the ITIL® V3 Foundation Level certification and is aligned with information.

There is no prerequisites for this course. This course is targeted for information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.

After completing this course the student should be able to:

match the organizations involved with the IT infrastructure library and examinations with their role

identify the reasons for ITIL's success

identify the features of the ITIL qualification and examination scheme

identify how a service can provide value

identify the features of services

identify the features of Service Management

recognize the importance of Service Management and the challenges service providers face

match each ITIL volume with a description of what it provides

recognize the goals and objectives of each Lifecycle phase

recognize the scope of each Service Lifecycle phase

recognize the value of each Service Lifecycle phase

recognize the characteristics of lifecycle functions and processes

recognize the scope, goals and objectives, and Service Lifecycle phase in a given example

This is a 3 days Instructor-led course and this course replaces ITILv2. Below are Course Content of ITILv3:

ITIL Course Overview

Introduction to ITIL and ITSM

The ITIL Core of Practice

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement