ITIL® v3 Foundation (foxE-LEARNING™)

Introduction

Fox IT’s ITIL® v3 Foundation foxE-LEARNING™ Course offers replicated classroom training with real-life content, slides and videos of up to 18 hours. The purpose of this is to create an environment which most people are familiar with i.e. that of a set of slides and a lecturer. In this virtual classroom and for an additional fee groups of students may also have the facility to attend voice conferencing hosted by Fox IT’s own ITIL Experts, who will be at hand to answer questions.

This self-paced course introduces the students to the Lifecycle of managing IT Services to deliver to business expectations. It offers concrete foundation knowledge of the core disciplines of ITIL v3.

Objectives

The course enables delegates to understand how an integrated IT Service Management framework, based on ITIL best practice guidelines, can be adopted and adapted within their own organisations.

To provide proven practical guidance on how to successfully introduce an integrated IT Service Management framework based on the ITIL best practice service lifecycle approach.

To prepare delegates for the ITIL Foundation Certificate in IT Service Management examination

By the end of this course, students will be able to:

• Identify the key principles and concepts of IT Service Management
• Identify the benefits of implementing ITIL in an organization.
• Identify Service Management processes and understand how they map to the Service Lifecycle.
• Identify the basic concepts and definitions related to the Service Lifecycle.
• Identify the activities and roles involved with the Service Lifecycle.
• Identify the relationships among the components of the Service Lifecycle and understand how they map to other components.
• Identify the factors that affect the effectiveness of the Service Lifecycle.

Structure

The course is assignment based, with practical coursework. It is based upon the OGC's ITIL Books:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement.

There is particular importance placed on developing an underlying service culture within the IT organisation.

Content

Topics covered include:

• Introduction to Service Management
• The importance of Service Management
• Definition of a Service and Service Management
• The need for a service culture
• Service Management as a practice

The Service Lifecycle

• The objectives and business value for each phase of the lifecycle
• The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:
  - Service Strategy
  - Service Design
  - Service Transition
  - Service Operation
  - Continual Service Improvement

Key Principles and models of ITSM

• The types of service provider
• The five major aspects of Service Design
• The service V model
• The Continual Service Improvement model

The Processes and Functions

• Define the characteristics of a process
• The objectives, business value, basic concepts, roles and interfaces of:
  - Service Portfolio Management
  - Service Level Management
  - Incident Management
  - Change Management
• The objectives and basic concepts of:
  - Demand Management
  - Financial Management
  - Service Catalogue Management
  - Availability Management
  - Capacity Management
  - Supplier Management
  - Information Security Management
  - IT Service Continuity Management
  - Service Asset and Configuration Management
  - Release and Deployment Management
  - Event Management
  - Problem Management
  - Request Fulfilment
  - Access Management
  - The 7 step improvement process
• Explanation of the functions:
  - Service Desk, Application Management, Operations Management, Technical Management
• Organisation structure and key roles
  - Using the RACI model
• Technology and Architecture
  - Generic requirement for an integrated set of ITSM technology

Pre-Requisites

For this course there are none, although an understanding of IT Service Delivery is of benefit.

Audience

This course is for IT Managers and Practitioners involved in the strategy, design, and implementation and on going delivery of business-used IT services and who require an insight into Service Management best practice. This may include but is not restricted to IT Management, IT Support Staff, IT Consultants, Business Managers, Business Process Owners, IT Developers, Service Providers, System Integrators.

System Requirements

Computer (Pentium IV, Internet Explorer 6.x, Cookies enabled, JavaScript enabled, Macromedia Flash Player 8.0 and above, speakers or a headset, minimum 1024x768 pixel resolution, Broadband Internet connection).