ITIL V3 Foundation Online Training Course, Second Edition

ITIL V3 Foundation Online Training Course, Second Edition

Author: Glenfis
ISBN 13: 5038470035326
Published by: Glenfis
Date Published: 02/2011
User level: Beginner/Intermediate

Product Information
This comprehensive online training course will provide you with all the knowledge you need to prepare you for your ITIL V3 Foundation exam. Fully accredited by an APMG certified ITIL examination institute, the course is interactive throughout and learning is reinforced with practice examples and focused questions.

The course should take 8-10 hours to complete, and is equivalent to a three day training course. At the end of the course there is mock exam containing 40 questions randomly generated from a database of 150 questions.

System Requirements:
Pentium II (350 MHz) or later / G3 (350MHz) or later
Windows 98 or later / Mac OS 9 or later
64MB RAM (128MB recommended)
Monitor 800x600 (1024x768 recommended)
Internet connection (broadband recommended)
Internet Explorer 6.0, Netscape 7.x, Firefox 1.x, CompuServe 7, AOL 8, Opera 7.11 or later
Browser configuration: Cookies enabled, Pop-up Blocker disabled, JavaScript enabled
Macromedia Flash Player 6.0 or later
Sound card with loudspeakers or headset

Subscription: 90 days.

Table Of Contents
Module 1 - Introduction
This introduction module provides an overview of the service management concept according to ITIL® version 3. After working through this module you will know how services are defined and which preconditions are needed for added value and business success.

Objectives:

Service culture
Business and IT integration
What is service management?
IT service management according to ITIL®
What is ITIL®?
History of ITIL®
Who needs ITIL®?
Roles and responsibilities in IT service management: RACI model

Module 2 - Service Strategy
This consolidation module explains the principles, goals and processes of the lifecycle phase Service Strategy. After working through this module you will know, how an IT organization can be positioned and how it can align its strategy with the business.

Objectives:
Basics of Service Strategy
Value Creation (Utility & Warranty)
Service assets
Service provider types
Processes in Service Strategy:
Strategy Generation
Demand Management
Financial Management
Service Portfolio Management

Module 3 - Service Design
This consolidation module explains the principles, goals and processes of the lifecycle phase Service Design. After working through this module you will know the necessary processes and design aspects for the realization of business expectations.

Objectives:
Balanced design
Identification of service requirements
Technology domains
Documentation of business requirements
5 aspects of Service Design
Design models
Sourcing models
Processes in Service Design:
Service Catalogue Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
IT Security Management
Supplier Management

Module 4 - Service Transition
This consolidation module explains the principles, goals and processes of the lifecycle phase Service Transition. After working through this module you will know the essential preconditions and processes for the secure conversion of the service design solutions into the productive environment.

Objectives:
Supporting principles of Service Transition
Policies for Service Transition
The V-model
Processes in Service Transition:
Change Management
Service Asset & Configuration
Release & Deployment Management
Service Knowledge Management

Module 5 - Service Operation
This consolidation module explains the principles, goals and processes of the lifecycle phase Service Operation. After working through this module you will know the challenges of the daily operation and the various functions involved in the production.

Objectives:
Principles of Service Operation
Balances in Service Operation
Service delivery
Operational health
Communication
Processes in Service Operation:
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Functions in Service Operation:
Service Desk
Technical Management
Application Management
IT Operations Management

Module 6 - Continual Service Improvement
This consolidation module explains the principles, goals and processes of the lifecycle phase Continual Service Improvement. You will get to know the continual improvement as an essential part of the service culture and you will understand the basics of an integrated quality management system.

Objectives:
Principles of CSI
Ownership
Continual Service Improvement Model
The 7-step improvement program
Knowledge Management
Processes in CSI:
Service Reporting
Service Measurement and Control
Return on Investment for CSI
Service Assessment and Analysis