ITIL® V3 was designed from the lifecycle perspective, recognizing that for a service to be created, it should have the capability to meet the objectives and requirements of its customers and markets. Consequently, there is the need to determine the objectives and requirements for each service (service strategy), which will guide in its design (service design), transition into production (service transition), and operation of the service (service operation). The purpose of the fifth and the final phase - continual service improvement, is to gradually improve every aspect of the service, from service strategy to service operation.
During the 3-day course you will learn ITIL® terminology, the structure, basic concepts and core principles of ITIL® practices for Service Management. The Foundation certificate in IT Service Management is not intended to enable you to apply ITIL® practices for Service Management without further guidance.
Professional Development Units: As a service to Project Management Professionals (PMP®), this course is registered with the Project Management Institute. Upon successful completion, PMP's will earn 21 PDUs.
Participants will gain practical skills to:
The IT Service Management Foundation V3 course is appropriate for individuals who:
There is no prerequisite for this course. It functions as a stand-alone course.
You will receive a course binder containing copies of presentation slides, case studies, exercises, suggested solutions and several practice exams. You will also receive an electronic copy of the itSMF IT Service Management Pocket Guide.
Service Management as a Practice
The Service Lifecycle
The Lifecycle Phase: Service Strategy
The Lifecycle Phase: Service Design
The Lifecycle Phase: Service Transition
The Lifecycle Phase: Service Operation
The Lifecycle Phase: Continuous Service Improvement
Wrap Up and Mock Exam