Introduction
The IT Infrastructure Library (ITIL) v3 is the current version of the most widely adopted best practice framework for IT management. Achieving the Foundation Certification represents clear demonstration that you can contribute to improving the maturity of an IT organization. The unique structure and format of this course follows the guidelines of the testing body and provides comprehensive coverage of the ITIL v3 Foundation Certification Exam topics

At Course Completion
After completing this course, students will be able to:

• Identify opportunities to develop IT processes using ITIL v3
• Interact with IT teams using ITIL terminology and concepts

Prerequisites
Before attending this course, students must have:

• Experience and knowledge of IT Management.

Target Group

• IT Manager , IT Auditor, Operation Manager &
• Those who want to achieve ITIL v3 Foundation Certification. General IT knowledge is assumed.

ITIL v3 Core Concepts

• Identifying and documenting the services

             ๐ Service Portfolio
             ๐ Service Catalog
             ๐ Business case
             ๐ Risk
             ๐ Service model
             ๐ Service provider
             ๐ Supplier
             ๐ Service Level Agreement (SLA)
             ๐ Operational Level Agreement (OLA)
             ๐ Contract
             ๐ Service Design Package (SDP)

• Data information and knowledge

             ๐ Configuration Management System
             ๐ Service Knowledge Management System (SKMS)
             ๐ Definitive Media Library (DML)

• Optimizing the infrastructure

             ๐ Service Request
             ๐ Change and Release
             ๐ The seven Rs of Change Management
             ๐ Event, Alert and Incident
             ๐ Problem and Workaround
             ๐ Known Error and Known Error Database (KEDB)
             ๐ Service Measurement
             ๐ Availability
             ๐ Diagrams to illustrate the infrastructure

ITIL v3 Key Principles and Models

• Service Strategy

             ๐ The three types of Service Providers
             ๐ Perspective, position, plan or pattern
             ๐ Insourcing, outsourcing and partnership

• Service Design

             ๐ Service Portfolio design
             ๐ Technology design
             ๐ Process design

• Service Transition

             ๐ The Service V model
             ๐ Business value, asset and configuration management

• Service Operation

             ๐ Quality of Service vs. Cost of Service
             ๐ Reactive vs. proactive

• Continual Service Improvement

             ๐ Plan, Do, Check, Act
             ๐ Business mission, goals and objectives

ITIL v3 Processes

• The roles in Service Management

             ๐ Defining the market
             ๐ Strategic assets
             ๐ Service Level Management
             ๐ Information Security Management
             ๐ Supply Management

• Resilience and reliability in Service Management

             ๐ Availability Management
             ๐ Event Management
             ๐ Release and Deployment Management

Service Management Functions and Roles

• Outlining IT organization functions

             ๐ Service Desk function
             ๐ Technical Management function
             ๐ IT Operations function
             ๐ Process owner
             ๐ Service owner