ITIL V3 Foundation Training
 Instructor
Course Outline
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  Online Delivery
$415
$395
DVD-ROM Delivery
$415
$395
 DVD Lending License
$1038
$988
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COURSE OVERVIEW
ITIL provides companies with framework that is customizable, efficient, and designed to provide quality service and solve problems related to the expansion of IT systems.
The ITIL v.3 Foundation Certification Course was developed for individuals unfamiliar with IT Service Management. Additionally, it was developed for individuals getting ready for certification examinations, and students interested in learning from teachers experienced with ITSM programs and IT operations and management.
PACKAGE INCLUDES
- 3 DVDs with instructor demonstrations, video lectures, and audio
- Exclusive LearningZone Live Mentor Click for Details. ($695 Value) Get help when it's most needed! Exclusive LearningZone - Chat online with industry experts 24/7
- We emphasize workable solutions to everyday problems
- 1 year upgrade without charge
** itSM Solutions LLC is the Official Courseware and Training Provider for the ITIL. Listed products, hard copy student manuals, and Exam Vouchers can be bought from itSM Solutions LLC.
YOUR INSTRUCTOR
Patrick Von Schlag - Patrick has more than 25 years of experience in the IT industry, and now he brings his expertise to this training course. He has developed IT service management training programs for numerous organizations within the software, energy, and pharmaceutical industries. In fact, Patrick contributed to one of the first service management teams in the nation. Patrick has been part of many CompTIA boards, and he is affiliated with the ITSM forum. FEATURES
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Main Menu
The organized and effective structure enables users to browse through hours of comprehensive content rapidly and with ease. -
PowerPoint
PowerPoint presentations improve instruction by displaying all types of information for users. They can better comprehend material by viewing graphs, definitions, charts, etc. -
Exclusive Learning Zone
Train anywhere in the world at any time. Certified online instructors are situated at international support centers in the United States, United Kingdom, Australia, and Singapore to offer support and answer technology-related questions 24 hours a day. In other words, no matter where you live, you can communicate with specialists at any time. This level of interaction between instructors and students makes it possible for students to get answers to specific questions at their convenience. -
Controls
Move ahead, review, or repeat previous topics and sections. A progress bar monitors progress as you complete exercises. -
Full Motion Video
Every course offers full-motion videos of classroom instruction. It's as if you're sitting in a classroom. Our one of a kind delivery mimics a one-on-one classroom setting for more personalized educational experiences. -
Review Exercises
Every section contains a review quiz to assist and enhance learning by testing whether students comprehend course concepts before moving forward. -
Resume
Every course resumes where you finished during the previous session in case you forget where you stopped. -
Certificate of Completion
We are internationally recognized for our technology-centered IT training programs. Once you finish a program, you'll receive a Certificate of Completion.
COURSE OUTLINE
Part 01 - ITIL Concepts
ITIL Concepts
Terms to Know
Questions to Answer
You Say ITIL, I say…
Origins of ITIL
ITSM - A Real World of Experience
The History of ITIL
Why Refresh?
Need-to-Know ITSM Concepts
Good Practice
IT Service Management
Service
Service Model
Framing Service Value
Function - Process - Roles
What is a Process?
Process Characteristics
IT Governance & Service Lifecycle
The Service Lifecycle - Value to the Business
Part 1 Review
Part 02 - Continual Service Improvement
Continual Service Improvement
Terms to Know
Questions to Answer
CSI & The Service Lifecycle
Managing Through the Lifecycle
CSI Model
The Principles of CSI
CSI & Organizational Change
Ownership
Role Definitions
Drivers
Service Level Management
Continual Improvement
Service Measurement
Knowledge Management
Benchmarks
Governance
Frameworks Models & Quality Systems
The Knowledge Spiral
7-Step Improvement Process
Step 1 - Define Data Requirement
Step 2 - Define Data Capability
Step 3 - Gather Data
Step 4 - Process Data
Step 5 - Analyze Data
Step 6 - Present & Use Data
Step 7 - Implement Corrective Action
CSI Roles
Service Manager
CSI Manager
RACI Model
Measuring & Reporting Frameworks
Part 2 Review
Part 03 - Service Operation
Service Operation
Terms to Know
Questions to Answer
SO & The Service Lifecycle
Managing Through the Lifecycle
Purpose, Goals & Objectives of Service Operation
The Scope of Service Operation
Service Operation - Value to the Business
The Principle of Service Operation
Achieving Balance in Service Operation
Balancing Stability & Responsiveness
Balancing QoS & CoS
Balancing Reactive & Proactive
The Service Operation Model
The Processes of Service Operation
Incident Management
Incident Logging
Incident Categorization
Incident Priority
Incident Escalation
Incident Diagnosis
Incident Resolution & Recovery
Incident Closure Activity
Expanded Incident Lifecycle
Incident Management Measures & Outcomes
Incident Management - Roles
Incident Management - Challenges
Event Management
Event Management Measures & Outcomes
Request Fulfillment
Request Fulfillment Measures & Outcomes
Problem Management
Problem Management Measures & Outcome
Access Management
Access Management Measures & Outcomes
Functions of Service Operation
Service Desk
Service Desk - Role
Service Desk - Objectives
Service Desk - Organizational Structures
Service Desk - Staffing
Service Desk - Metrics
Technical Management
Application Management
IT Operations Management
Technology & Architecture
Part 3 Review
Part 04 - Service Transition
Service Transition
Terms to Know
Questions to Answer
ST & The Service Lifecycle
Managing Through the Lifecycle
The Service Transition Model
Service Transition - Purpose, Goals & Objectives
Service Transition - The Scope
Service Transition - Value to the Business
The Service “V” Model
Service Transition - Processes
Transition & Support Management
Transition Planning & Support Management Measures & Outcomes
Change Management
Change Flow
Change Management – Activities
Change – Create & Record
Change – Assess & Evaluate
Change Management – The 7 Rs
Change – The Change Advisory Board (CAB)
Change – Authorize Change
Change – Coordinate Change
Change – Review & Closure
Change Management Measures & Outcomes
Change Management – Challenges
Service Asset & Configuration Management
Configuration Management System
Service Asset & Configuration Management Measures & Outcomes
Release & Deployment Management
Definitive Media Library
Release & Deployment Management Measures & Outcomes
Service Validation & Testing
Service Validation & Testing Measures & Outcomes
Evaluation
Evaluation Model
Evaluation Measures & Outcomes
Knowledge Management
Knowledge Management Measures & Outcomes
Service Transition – Roles
Technology & Architecture
Part 4 Review
Part 05 - Service Design
Service Design
Terms to Know
Questions to Answer
The Service Lifecycle
Managing Through the Lifecycle
Service Design Principles & Processes
Service Design - Introduction
Service Design Principles
Service Portfolio Design
Service Design Business Requirements
Service Solution Design
Technology Design
Process Design
Measurement Design
Service Provider Models
Service Design Processes
Service Catalog Management
Service Catalog Management Measures
Service Level Management
SLM - Model
Service Level Management Activities
SLA - Frameworks
SLRs & SLAs
SLM Monitoring
Improving Customer Satisfaction
Managing Underpinning Contracts
Service Reporting
Service Reviews
Managing SLAs & Ucs
Contacts & Relationships
Complaints & Compliments
Service Level Management Measures
Capacity Management
Capacity Management Measures
Availability Management
Availability Management Measures
Service Continuity Management
Service Continuity Management Measures
Information Security Management
Information Security Management Measures
Supplier Management
Supplier Management Measures
Service Design The Tactical Aspects
Service Design Relationships
Service Design Organization
Service Design Functional Roles Analysis
Service Design Activity Analysis
Service Design Skills & Attributes
Service Design Roles & Responsibilities
Service Design Technology & Design
Service Design Design Tools
Service Design Management Tools
Service Design Implementation Considerations
Business Impact Analysis
Service Level Requirements
Service & Process Risks
Service Implementation
Service Measures
Service Design Challenges & Risks
Service Design Challenges
Service Design Risks
Part 5 Review
Part 06 - Service Strategy
Service Strategy
Terms to Know
Questions to Answer
The Service Lifecycle
Managing Through the Lifecycle
Service Strategy - Principles
Value Creation
Utility & Warranty
Service Assets
Service Provider Types
Internal Service Provider
Shared Services Unit
External Services Unit
Service Structures
Service Strategy Fundamentals
The 4 Ps of Strategy
Service Strategy - Activities
Define the Market
Develop the Offerings
Service Portfolio
Develop Strategic Assets
Prepare for Execution
Service Economics
Financial Management
Financial Management - Principles
Financial Management - Key Decisions
Service Portfolio Management
Define
Analyze
Approve
Charter
Demand Management
Strategy, Tactics & Operations
Service Strategy & Design
Service Strategy & Transition
Service Strategy & Operations
Service Strategy & Improvement
Technology & Architecture
Part 6 Review