ITILF - ITIL Foundations V3 (including exam)

This three-day instructor-led course is aligned with the ITIL syllabus and is designed to provide students knowledge of Service Management as a practice, the Service Lifecycle and key principles of the Service Management.

Students will also learn about generic concepts of ITIL and selected processes, roles and functions associated with ITIL. In addition, students will be taught about IT Service Management technology and architecture as well as the ITIL qualification scheme.

The ITIL V3 Foundation Certificate in IT Service Management will be awarded to participants who achieve a passing grade in this exam.

After completing this course, students will understand the concepts of how to manage and deliver an IT Service which is tailored to meet the needs of the business, using best practice as a guide. This will be achieved by developing an understanding of how all of the departments and sections within the IT organisation, work together to deliver the service. This includes activities such as Change Management, Availability Management and Root Cause Analysis.

The ITIL v3 exam is proctored on the last day of training and the exam is included in the course price. Participants wanting to re-sit the ITIL v3 exam through Prometric the testing vendor is EXIN (exam number EXO-101) a one hour exam with 40 multiple choice questions.

Module 1: Introduction to ITIL and Service Management

Lessons
• History and development of ITIL
• Definition of ITIL process
• Overview of ITIL framework

Module 2: Service Desk Function

Lessons
• Role of the Service Desk
• Types of Service Desk
• ITIL process requirements for the service desk

Module 3: Incident Management

Lessons
• Defining priority codes and escalation procedures
• Monitoring and tracking of incidents

Module 4: Problem Management

Lessons
• Problem solving and root cause analysis
• Minimising impact of ongoing problems

Module 5: Change Management

Lessons
• Change management stakeholders
• Steps for implementing effective Changes
• Interface with Release Management

Module 6: Configuration Management

Lessons
• Defining the CMDB
• Understanding CI relationships

Module 7: Release Management

Lessons
• The end to end process of building and releasing IT changes
• Definitive Software Library
• Testing, Distribution and Installation issues

Module 8: Service Level Management

Lessons
• Defining and agreeing service levels
• Establishing the SLM process
• Monitoring and reporting

Module 9: Availability Management

Lessons
• Defining availability in business terms
• Understanding the issues in achieving high availability
• Managing the ongoing security process

Module 10: Capacity Management

Lessons
• Relationship between business, service and resource capacity requirements
• Capacity planning

Module 11: Financial Management

Lessons
• A service based view of costing
• Models for chargeback
• Accounting cycle for IT services

Module 12: IT Service Continuity Management

Lessons
• Business continuity planning
• IT Services Risk analysis
• Risk Management options

Module 13: Security Management

Lessons
• Availability, integrity and confidentiality issues
• Managing the ongoing security process

This course is recommended for IT Managers and Team Leaders, IT and Outsourcer/Vendor staff who are involved with the support and delivery or services. It is also suitable for Program and Project Managers as well as Business Managers and staff who are internal customers of IT.

There are no pre-requisites for this course; however some experience working in IT service delivery or as a user of IT services would be advantageous.