ITIL Fundamentals

• Origins, development and governance
• Defining IT Service Management
• Reviewing the structure and scope of the Foundation Certification Examination
• People, process, technology and partners

The Five Core Processes

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

Service Management as a Practice Concepts of Service Management

• The efficient development of new services and the improvement of existing services
• Good practice
• Functions, Roles and Processes

The Service Lifecycle

• The ongoing design, development and utilization of services
• Utility and Warranty
• Service Design and the business
• IT and the business integration

ITIL v3 Core Concepts Identifying and documenting the services

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

Data information and knowledge

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

Optimizing the infrastructure

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

ITIL v3 Key Principles and Models Service Strategy

• The three types of Service Providers
• Perspective, position, plan or pattern

Service Design

• Service Portfolio design
• Technology design
• Process design
• Insourcing, outsourcing and partnership

Service Transition

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

Service Operation

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

Continual Service Improvement

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

ITIL v3 Processes - The roles in Service Management

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

Resilience and reliability in Service Management

• Availability Management
• Event Management
• Release and Deployment Management

Service Management Functions and Roles:
Outlining IT organization functions

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

Defining service roles

• Service Design roles
• Service Transition roles
• Service Operation roles
• Continual Service Improvement roles

Important:
The ITIL Foundation Certification Exam is offered on the final day of class