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ITIL Service Management Training by variablepitch336

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									ITIL Service Management Training

ITIL Foundations V3: Course Outline
ITIL v3 Foundations is an intensive three-day instructor-led course. Success in the one hour multiple-choice examination at the end of the course will lead to award of the Foundation Certificate in IT Service Management. Class size is from 7 to 16 students.

Objectives:
Provides an essential level of knowledge in the following areas: o o o o o o o o o o o o o Service Management as a practice Service Lifecycle Key Principles and Models General Concepts and Definitions Selected Processes Selected Roles Selected Functions Technology and Architecture ITIL v3 Qualification scheme Prepares students to pass the ITIL Foundation exam. Helps students leverage ITIL concepts and practices in their daily work. Certification Exam from EXIN or ISEB Earn 20 PDUs for PMI Credit

Included in the course:
• • • • • • • • Slides and notes pages Case Study and Exercises Process Relationship charts ITIL process maps and online study aids Complete ITIL Dictionary (V3) Sample Exam with answers and rationale Customer Recognition Program Certification Exam from EXIN or ISEB

Nitro Microsystems 1736 Courtwood Crescent. Ottawa, Ontario 613 228-8096

Course Syllabus:
• Module 0: ITIL Foundations Course Introduction This module aims to introduce the candidates to the course. • • • Lesson 1: General Introductions Lesson 2: Course Overview

Module 1: Service Management as a Practice This module aims to help the candidate define Service and comprehend and explain the concept of Service Management. • • Lesson 1: Concepts of Service Management Lesson 2: Processes

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Module 2: The Service Lifecycle This module aims to help the candidate understand the Service Lifecycle and explain the objectives for each phase in the lifecycle. • • • • • • Lesson 1: The Service Lifecycle Lesson 2: Service Strategy Lesson 3: Service Design Lesson 4: Service Transition Lesson 5: Service Operations Lesson 6: Continual Service Improvement

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Module 3: Key Concepts This module aims to help the candidate define some of the key terminology and explain the key concepts of Service Management. • • • • • Lesson 1: Generic Concepts and Definitions in Service Strategy Lesson 2: Generic Concepts and Definitions in Service Design Lesson 3: Generic Concepts and Definitions in Service Transition Lesson 4: Generic Concepts and Definitions in Service Operation Lesson 5: Generic Concepts and Definitions in Continual Service Improvement

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Module 4: Key Principles and Models This unit aims to help the candidate comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management. • • • • • Lesson 1: Key Principles and Models in Service Strategy Lesson 2: Key Principles and Models in Service Design Lesson 3: Key Principles and Models in Service Transition Lesson 4: Key Principles and Models in Service Operation Lesson 5: Key Principles and Models in Continual Service Improvement

Nitro Microsystems 1736 Courtwood Crescent. Ottawa, Ontario 613 228-8096

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Module 5: Processes This unit aims to help the candidate understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities, key metrics and challenges for three of the core processes and to state the objectives, business value, some of the basic concepts and interfaces for ten of the remaining processes. • • • • • Lesson 1: Processes in Service Strategy Lesson 2: Processes in Service Design Lesson 3: Processes in Service Transition Lesson 4: Processes in Service Operation Lesson 5: Processes in Continual Service Improvement

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Module 6: Functions This unit aims to help the candidate explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and to state the role, objectives and overlap of the other functions. • • • • Lesson 1: The Service Desk Function Lesson 2: The Technical Management Function Lesson 3: The Application Management Function Lesson 4: The IT Operations Management Function

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Module 7: Roles This unit aims to help the candidate to account for the role and the responsibilities of two of the key roles in Service Management and to recognize a number of the remaining roles. • • Lesson 1: Key Service Management Roles Lesson 2: The RACI Model

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Module 8: Technology and Architecture This unit aims to help the candidate to List some generic requirements for an integrated set of Service Management Technology. • • Lesson 1: Service Management Technology Lesson 2: Service Automation

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Module 9: ITIL® Qualification and Mock Exam This unit aims to help the candidate understand the new ITIL v3 qualification scheme and help the candidate to pass the ITIL Foundation exam. • • • Lesson 1: The ITIL® Qualification scheme Lesson 2: Mock Examination Lesson 3: Revision

Nitro Microsystems 1736 Courtwood Crescent. Ottawa, Ontario 613 228-8096


								
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