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Foundation of ITSM V3 with Certification Exam (3 day)
The purpose of the ITILŪ Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITILŪ terminology, structure and basic concepts and has comprehended the core principles of ITILŪ practices for Service Management.
The ITILŪ Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITILŪ practices for Service Management without further guidance.
Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.
Service Management as a practice (Comprehension)
Service Lifecycle (Comprehension)
Key Principles and Models (Comprehension)
Generic Concepts (Awareness)
Selected Processes (Awareness)
Selected Roles (Awareness)
Selected Functions (Awareness)
Technology and Architecture (Awareness)
ITIL Qualification scheme (Awareness).
ITIL is a public domain approach for managing IT services. It was developed by the CCTA, transitioned to the Office of Government Commerce (OGC) in the United Kingdom and now maintained by the itSMF, the independent and internationally recognized forum for IT Service Management professionals. IT service management groups around the world are using ITIL processes to improve efficiency and communication in IT services.
What Makes This Course Unique
Our unique use of IT service management tools to demonstrate how processes work accelerates the knowledge transfer to the participant. We have created a learning experience that is both exhilarating and enjoyable and based on disciplines learned in executive development programs, underpinned by the total quality management, and an in-depth knowledge of IT provisioning.
Benefits of Attending
After attending this course attendees will understand how IT Service Management processes can improve IT operations. In particular, participants will:
Understand Service Lifecycle
Comprehend the main activities of the main processes
Be aware of key ITIL definitions
Be prepared to take the Foundation Certificate examination
If successful in the examination, attain the Foundation Certificate in IT Service Management
Course Outline
ITIL Fundamentals
Origins, development and governance
- Defining IT Service Management
Reviewing the structure and scope of the Foundation Certification Examination
People, process, technology and partners
The Five Core Books
- Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Service Management as a Practice Concepts of Service Management
Key terms and definitions
ITIL v3 Key Principles and Models
Service Strategy
- The three types of Service Providers
- Perspective, position, plan or pattern
Service Design
- Service Portfolio design
- Technology design
- Process design
- Insourcing, outsourcing, partnership
Service Transition
- The Service V model
Business value, asset and configuration management
Service Operation
- Quality vs... Cost of Service
Reactive vs... proactive
Continual Service Improvement
- Plan, Do, Act, Check
ITIL v3 Processes
Service Portfolio Management
Demand Management
Financial Management
Service Operation
- Service Level Management
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Service Catalogue Management
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Availability Management
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Information Security Management
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Supplier Management
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Capacity Management
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IT Service Continuity Management
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Service Transition
- Change Management
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Service Asset and Configuration Management
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Release and Deployment Management
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Service Operation
- Incident Management
- Event Management
- Request Fulfillment
- Problem Management
- Access Management
Continual Service Improvement
- The 7 step improvement process
- Functions
- Service Desk
- Technical Management
- Application Management
- Operations Management function (IT Operations Control and Facilities Management)
- Roles and Responsibilities
- Technology and Architecture
ITILŪ Qualification scheme
Mock Exam
Review, Practice Questions and Examination
High level review of ITSM's key concepts
Recommendations for exam technique
Series of practice examination questions
Examination: 40 multiple choice questions
Certification Criteria
The Foundation Certificate in IT Service Management is awarded to participants who receive a passing grade of 65% on a multiple-choice exam. Maximum 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and are allowed the use of a dictionary)
Prerequisites
There are no prerequisites. Work experience in IT services is recommended.
Duration
21 Instructor Contact Hours in Three days of instruction, or during flexible evening classes, includes lecture, exam preparation and exam
Contact Information
Call 256-529-1076
or email:bill.bathgate@val-it.com
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