ITIL v3 Foundation

(3 jours)

  • Du 12 au 14 Février 2019
  • Du 10 au 13 Juin 2019

1800 DT HT* (TVA 19%) par participant.

(*) Fees including : Exam Voucher, Learning Materials, Breakfasts & Coffee-breaks.

  • Senior directors (CEO, CIO, CSO)
  • Consultants who wish to advise their clients on the implementation of IT governance
  • Business Managers
  • Risk and compliance managers
  • IT governance directors and managers 
  • IT auditors, Internal Auditors & Information Security Auditors
  • IT managers
  • Information Security and IT Practitioners
  • Process practitioners
  • Managers in IT service providing firms
  • University academics and students

The course provides comprehensive coverage of concepts within the Information Technology Infrastructure Library (ITIL).

In order to pass your ITIL Foundation exam, you are given practical assignments, practice exam questions and daily review sessions.

You will also explore and evaluate good practice in IT service management based on the ITIL methodology.

You also assess the activities, roles and security issues involved in the service management lifecycle, examine the components of each of the core service management.

Concepts of IT service management

  • The efficient development of new services and the improvement of existing services
  • Good practice
  • Functions, roles and processes

The service lifecycle

  • Design, development and utilization of services
  • Utility and warranty
  • Service design and the business
  • IT and the business integration

The five core processes

  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement

The value of the ITIL service lifecycle

  • Integrating the processes throughout the lifecycle
  • Explaining the objectives and scope for each phase

Identifying and documenting the services

  • Service portfolio
  • Service catalog
  • Business case
  • Risk
  • Service provider
  • Supplier
  • Service Level Agreement (SLA)
  • Operational Level Agreement (OLA)

Optimizing the infrastructure

  • Service request
  • Change and release
  • Event, alert and incident
  • Known error and Known Error Database (KEDB)
  • Service Knowledge Management System (SKMS)

Value-creation through services

  • Balancing opposing forces
  • Management information systems and tools

Exploring the importance of people, processes, products and partners

  • Critical success factors
  • Measurement methods and metrics

Service strategy

  • Service portfolio management
  • Financial management for IT services
  • Business relationship management

Service design

  • Service Level Management (SLM)
  • Design coordination
  • Service catalog management
  • Supplier management
  • Risk assessment and IT service continuity management
  • Defining the scope of information security management
  • Capacity management
  • Availability management

Service transition

  • Business value, asset and configuration management
  • Explaining the objectives of change management
  • Knowledge management
  • Transition planning
  • Release and deployment management

Service operation

  • Process activities of incident and problem management
  • Request fulfillment
  • Stating the purpose of event and access management

Continual service improvement

  • The seven-step improvement process
  • The Deming Cycle (plan, do, check, act)
  • Critical Success Factors (CSF) and KPIs
  • Types of metrics

Outlining IT organization functions

  • Service desk function
  • IT operations function
  • Technical management function
  • The application management function

Defining service roles

  • The responsibilities of key roles in service management
  • Process owner
  • Service owner
  • Process manager
  • Process practitioner
  • Recognizing the RACI responsibility model and its role in determining organizational structure
  • How service automation assists with integrating service management processes

ITIL v3  Foundation Course is animated by an accredited trainer having a wide experience in IT service management.

Ready to bring a customized training to your workplace? Contact-us for any enterprise-specific needs.