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ITIL V3 Foundation 3 Days Training Virtual Live in London Ontario

Mangates
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Endorsed by Curators:
Nov 30 9:00AM - 5:00PM

Course Description:
This exciting and dynamic 3-day Course, fully updated for ITIL 2011, introduces learners to the lifecycle of managing IT services to deliver to business expectations. As well as an engaging, case study based approach to Learning the core disciplines of the ITIL Best Practice, this Course also positions the student to successfully complete the associated exam, required for entry into the future ITIL intermediate level training Courses.

The ITIL Best Practice is composed of five core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement. These disciplines represent a service life cycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs.

Course Topics:

Module 1 : Course Introduction

Student and Instructor Introductions

The Service Lifecycle

Course Learning Objectives

Course Agenda

ITIL Qualification Scheme

The Royal Chao Phraya Hotel

Case Study

Module 2 : Service Management as a Practice

Module Learning Objectives

Topics Covered in this Module

Best Practices in the Public Domain

ITIL as a Good Practice

Concept of Service

Concept of Service Management

Processes and Functions

The RACI Model

Roles and Responsibilities

Module Summary

Module 3 : Service Lifecycle

Module Learning Objectives

Topics Covered in this Module

The Service Lifecycle

Basic Concepts of Service Strategy

Basic Concepts of Service Design

Basic Concepts of Service Transition

Basic Concepts of Service Operation

Basic Concepts of Continual Service Improvement

Exercise The New Swimming Pool

Module Summary

Module 4 : Service Strategy

Module Learning Objectives

Service Strategy in the Life Cycle

Topics Covered in this Module

Basic Concepts of Service Strategy

Principles and Models of Service Strategy

Processes of Service Strategy

Module Summary

End of Module Quiz

Module 5 : Service Design

Module Learning Objectives

Service Design in the Life Cycle

Topics Covered in this Module

Basic Concepts of Service Design

Principles and Models of Service Design

Exercise Crossword

Module Summary

End of Module Quiz

Module 6 : Service Transition

Module Learning Objectives

Service Transition in the Life Cycle

Topics Covered in this Module

Change Management

Service Asset and Configuration Management

Release and Deployment Management

Transition Planning and Support

Knowledge Management

Exercise Crossword

Module Summary

Test Questions for Service Transition

Module 7 : Service Operation

Module Learning Objectives

Service Operation in the Lifecycle

Topics Covered in this Module

Event Management

Incident Management

Request Fulfilment

Problem Management

Access Management

Service Operations Functions

Exercise Complaint Handling and Service Recovery

Module Summary

Test Questions for Service Operation

Module 8 : Continual Service Improvement

Module Learning Objectives

CSI in the Lifecycle

Topics Covered in this Module

Basic Concepts of CSI

Principles and Models of CSI

CSI The Seven Step Improvement Process

Module Summary

End of Module Quiz

Module 9 : Technology and Architecture

Module Learning Objectives

Topics Covered in this Module

Service Automation

Competence and Skills for Service Management

Competence and Skills Framework

Training

Module Summary

Exam Preparation Guide

Mock Exam

Learning Goals:

Comprehend Service Management as a Practice

Understand the Service Lifecycle

Know the generic concepts and Definitions

Understand the key Principles and models used behind selected Processes Identify the selected Processes

Understand the selected functions and roles

Comprehend the technology and architecture of the Service Lifecycle

Comprehend competence and training

Course Agenda:

Day 1

Course Introduction

Service Management as a Practice

Service Life cycle

Service Strategy

Service Design

Day 2

Service Design

Service Transition

Service Operation

Day 3

Service Operation

Continual Service Improvement

Technology and Architecture

Exam Preparation Guide

Course Evaluation

Exam (optional)

Who can Attend?

IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators

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