Advanced Network Technologies

Released on May 30, 2007, ITIL® Foundation Version 3 certification course is a long-awaited update to the best practice guidance of the IT Infrastructure Library™. Known as ITIL® v3, the books are framed around the Service Lifecycle, taking a holistic approach to managing services and delivering business value. All of the core processes and concepts from ITIL® v2 remain in ITIL® v3 with updates to address emerging trends. New processes are in response to requests from the practitioner community. All processes have been grouped into the appropriate volume, reflecting their business value in the Service Lifecycle:
      Service Strategy
      Service Design
      Service Transition
      Service Operation
      Continual Service Improvement

This course introduces the key concepts of each ITIL® v3 function, process and lifecycle stage. By the end of this course, the participants will be able to identify:
    The stages and processes within the Service Lifecycle
    Business value of implementing each process in an organization  
    Objectives and basic concepts related to each process
    Activities and roles involved in each process
    Relationship of each process to other processes
    Terminology, techniques and practical approaches

Introduction

ITIL Concepts
Origins of ITIL
ITSM - A Real-Life World of Experience
The History of ITIL
Why Refresh
Concepts We Need to Know
Good Practice
IT Service Management
Service
Service Model
Function - Process - Role
What is a Process?
Process Characteristics
IT Governance and Service Lifecycle
ITIL Concepts Checkpoint

Continuous Service Improvement
CSI and the Service Lifecycle
Managing through the Lifecycle
CSI Model
Principles of CSI
CSI and Organizational Change
Ownership
Role Definitions
Drivers
Service Level Management
Continuous Improvement
Service Measurement
Knowledge Management
Benchmarks
Governance
Frameworks, Models, and Quality Systems
7-Step Improvement Process
CSI Program Concepts

Service Operation
Service Operation and the Service Lifecycle
Purpose, Goals, and Objectives of Service Operation
Scope of Service Operation
Service Operation’s Value to the Business
Principles of Service Operation

Service Transition
Service Transition and the Service Lifecycle
Service Transition Model
Purpose, Goals, and Objectives of Service Transition
Scope of Service Transition
Service Transition’s Value to the Business
Principles of Service Transition

Service Design
Service Design and the Service Lifecycle
Service Design Model
Purpose, Goals, and Objectives of Service Design
Scope of Service Design
Service Design’s Value to the Business
Principles of Service Design

Service Strategy
Service Strategy and the Service Lifecycle
Service Strategy ModelPurpose, Goals, and Objectives of Service Strategy
Scope of Service Strategy
Service Strategy’s Value to the Business
Principles of Service Strategy

Open itSM Solutions
Open Frameworks, Methods and Standards
The Service Provider Model
The Open itSM Solutions Reference Model

Review Program