IT organizations are
faced with a rapidly evolving environment coupled with a more headcount-constrained
staff, where standardization on optimal systems and procedures is a critical
success factor. The Information Technology Infrastructure Library (ITIL®)
is a set of best practices that may be used to deliver high quality IT services.
ITIL®’s body of knowledge represent the consensus derived from over a decade
of work and experience by thousands of IT professionals world-wide, earning
for it the status as de facto world standard for IT service management best
practices.
ITIL® Version 3 (V3)
is the latest evolution of ITIL® which puts heavy emphasis on the alignment
of IT to the business. And while ITIL® Version 2 (V2) is more focused on
the operational processes of IT, ITIL® V3 covers the entire IT service lifecycle
of strategy, design, transition, operation, and continuous improvement.
The ITIL® V3 Essentials
course is a 3 day course designed to provide a straightforward, no non-sense
introduction to ITIL® v3, by professionals who have actual experience in
implementing said best practices.
ITIL® V3 Essentials is
an introductory-level course intended for IT professionals responsible for developing,
supporting, and operating application-based IT services (e.g., messaging) and
infrastructure-based IT services (e.g., network services). Typical delegates
include:
CIOs
IT Directors
IT Managers
IT Architects
IT Program Managers
IT Project Managers
Developers
Engineers
This course is designed
for those with or without prior experience or knowledge of ITIL®.
There are no prerequisites
for this course although a background on IT as well as the participant’s own
business environment will be beneficial.
The course aims to provide
an essential level of knowledge in the following areas:
Service Management as
a practice
Service Lifecycle
Key Principles and Models
Key Concepts
Selected Processes
Selected Roles
Selected Functions
Technology and Architecture
ITIL Qualification Scheme
After completing this course,
participants will be able to:
Describe key ITIL®
terminology, structure and basic concepts and explain the core principles
of ITIL® practices for Service Management.
Prepare themselves to
pass the ITIL® Foundation Certificate in IT Service Management exam
ITIL Foundations
Course Introduction
This module aims to
introduce the candidates to the course and help them get the most benefits
out of it
General Introductions
Course Overview
Service Management
as a Practice
This module aims to
help the candidate define Service and comprehend and explain the concept of
Service Management as a practice.
Concepts of Service
Management
Processes
The Service Lifecycle
This module aims to
help the candidate understand the Service Lifecycle and explain the objectives
and business value for each phase in the lifecycle.
The Service Lifecycle
Service Strategy
Service Design
Service Transition
Service Operations
Continual Service
Improvement
Key Concepts
This module aims to
help the candidate define some of the key terminology and explain the key
concepts of Service Management.
Key Concepts in
Service Strategy and Design
Key Concepts in
Service Transition
Key Concepts in
Service Operation
Key Concepts in
Continual Service Improvement
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.
Key Principles and
Models in Service Strategy
Key Principles and
Models in Service Design
Key Principles and
Models in Service Transition
Key Principles and
Models in Service Operation
Key Principles and
Models in Continual Service Improvement
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, business
value, basic concepts, activities, interfaces, 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.
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement
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.
The Service Desk
function
The Technical Management
function
The IT Operations
Management function
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.
Key Service Management
Roles
Service Design Roles
Service Transition
Roles
Service Operation
Roles
Continual Service
Improvement Roles
Technology and Architecture
This unit aims to help
the candidate to List some generic requirements for an integrated set of Service
Management Technology.
Service Management
Technology
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.
The ITIL® Qualification
scheme
Mock Examination
Revision
Practical job aids to
support application in the workplace, including role charts, process diagrams,
and sample metrics
Delivery by an ITIL,
COBIT, and MOF contributor and author of ITSM books, articles, and seminars.
Features field-tested
ideas from the practical work of a leading ITIL practitioner at Global 2000
companies
Real-world examples,
group exercises, handouts, including a glossary of key terminology, and mock
examinations
Covers ITIL V3 and includes
ITIL V2 to V3 update and bridging guidance
Certification Examination
BCS ISEB Certification
Exam
ITIL V3 Foundations includes the exam leading to the ITIL Foundation Certificate
(the Foundation Certificate in IT Service Management), a one hour 40 question
multi-choice exam. The exam is optional and is taken at the end of Day 3 of
the course.
David
Pultorak is founder and chief executive of Pultorak & Associates
(www.pultorak.com), where he applies
his 20 years of experience helping organizations get results from their
IT service and process management efforts. Mr. Pultorak has contributed
to IT service and process management frameworks, including ITIL and MOF.
Mr. Pultorak holds a Masters degree from the University of Pennsylvania
in IT and Organizational Science, and is a founding member of the University’s
Center for Organizational Dynamics. He is lead author of the popular,
"MOF: a Pocket Guide" (Van Haren 2003), which has been translated
into six languages. His most recent book is, "IT People: Doing More
with Less" (Authorhouse January 2006) with Harris Kern.
For an in-house presentation of this or any other IRM UK seminar, please e-mail
jeanette.hall@irmuk.co.uk or
call +44 (0)20 8866 8366.
