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ITIL V3 Executive Orientation [Online]

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This training course is an effective way to introduce an Executive management team to the concepts, relationships and benefits of an IT Service Management program using well accepted IT frameworks, methods and standards.


This course is best suited for senior IT and business executives, IT management, staff, consultants, project managers, business liaisons and others interested in learning about IT Service Management.


There is no prerequisite for this course.


Introduction to ITSM

  • IT’s Total Cost of Ownership (TCO)
  • ITSM’s Value to the Business
  • Critical Success Factors (CSF)
  • Need to Know ITSM Concepts
  • IT Service Provider Model
  • IT Service Provider Domain Map
  • IT Governance
  • IT Service Lifecycle Management
  • IT Resource Management
  • IT Quality Management
  • IT Security Management
  • IT Service Provider Capability Model
  • The Service Provider Model Deployed
  • Need to Know ITSM Concepts
  • Good Practice
  • Service
  • Function-Process-Role


Introduction to ITIL Version 3

  • ITIL History
  • ITIL Description
  • ITIL v3 Service Lifecycle
  • ITIL v3 Service Lifecycle Management Processes
  • Managing Services with ITIL


Service Strategy

  • The Service Lifecycle
  • Service Strategy
  • Objective Service
  • Strategy Processes
  • Service Stategy - Principles Value Creation
  • Utitlity and Warranty
  • Service Assets
  • Service Provider Types
  • Service Portfolio
  • Service Portfolio Management


Service Design

  • Service Design
  • The Service Lifecycle
  • ITSM Service Design Objective
  • Service Design Processes
  • Service Design Principles
  • Service Portfolio Design
  • Technology Design
  • Process Design
  • Measurement Design
  • Service Provider Models


Service Transition

  • The Service Lifecycle
  • Service Transition Objective
  • Service Transition Processes
  • Service Transition Goals
  • Service Transition Value to the Business


Service Operation

  • The Service Lifecycle
  • Service Operation Objective
  • Service Operation Processes
  • Service Operation Management Domains
  • Service Operation Goals
  • Service Operation Principles
  • Service Operation Value to the Business


Continual Service Improvement

  • The Service Lifecycle
  • CSI Objective
  • CSI Model
  • CSI Goal
  • The Principles of CSI
  • CSI Benchmarks
  • Ownership
  • Drivers
  • Service Level Management
  • Continual Improvement
  • Service Measuring and Reporting Frameworks
  • Course Closure


course info

Course ID: CA-1015
Course Level: Beginner
Duration: 2.5 hours

Register Online


PMI Talent TriangleThe following table provides the breakdown of the professional development units (PDUs) for this course aligned with the PMI Talent TriangleTM.

  Tech. Ldrshp. Strat. & Bus.
PMP 0.5 0 2
PgMP 0.5 0 2
PfMP 0 0 2
PMI-ACP 0.5 0 2
PMI-SP 0 0 2
PMI-RMP 0 0 2
PMI-PBA 0.5 0 2

The three columns in the above table are Technical Project Management, Leadership, and Strategic & Business Management.

Other Credits

Other professional (re)certification credits are available, including:

  • Certified Business Analyst Professionals (CBAPs) earn 2.5CDUs (Category 2B)
  • Certified Software Quality Engineers (CSQEs) earn 0.25 RU
  • CIPS Information Systems Professionals (ISPs) earn 2.5 Learning Credits
  • CIPS Information Technology Certified Professional (ITCPs) earn 2.5 Learning Credits