COURSE 4700 | 2-DAY PUBLIC SESSION | 3-DAY VIRTUAL SESSION
ITIL V3 Foundations Exam Preparation Boot Camp

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Course Outline

I. Introduction to ITIL and IT Service Management
    • History
    • Important Terms
    • The ITIL Life Cycle Model
        —  Service Strategy Overview
        —  Service Design Overview
        —  Service Transition Overview
        —  Service Operation Overview
        —  Continual Service Improvement Overview
        —  Service Life Cycle Key Links
    • Service Management Model

Case Study: ITIL Life Cycle in the Case Study Organization
Exercise: ITIL Life Cycle in My Organization
Exam Questions: ITIL & Service Management

II. Service Operation
    • Goals, Objectives & Value to the Business
    • Communication in Service Operation
    • Processes
        —  Event Management
        —  Incident Management
              • Incident Management Activities
              • Interfaces to other ITSM Processes
        —  Request Management
        —  Problem Management
              • Problem Management Activities
              • Interfaces to other ITSM Processes
        —  Access Management
    • Service Operation Functions
        —  Service Desk
        —  Technical Management
        —  IT Operations Management
        —  Application Management

Case Study: Apply Service Operation concepts to the Case Study Organization
Exercise: Apply Service Operation concepts to My Organization
Exam Questions: Service Operation

III. Service Transition
    • Goals, Objectives & Value to the Business
    • Processes
        —  Change Management
              • Change Management Concepts
              • Change Management Key Activities
              • Interfaces to other ITSM Processes
        —  Service Asset and Configuration Management
              • SACM Activities
              • Interfaces to other ITSM Processes
        —  Knowledge Management
        —  Release and Deployment Management

Case Study: Apply Service Transition concepts to the Case Study Organization
Exercise: Apply Service Transition concepts to My Organization
Exam Questions: Service Transition

IV. Service Design
    • Goals, Objectives & Value to the Business
    • Key Concepts
        —  4 P’s of Service Design
        —  5 Service Design Aspects
        —  Service Design Package
    • Processes
        —  Service Catalog Management
        —  Service Level Management
              • Service Level Management Activities
              • Interfaces to other ITSM Processes
        —  Capacity Management
        —  Availability Management
        —  IT Service Continuity Management
        —  Information Security Management
        —  Supplier Management
    • Technology Considerations

Case Study: Apply Service Design concepts to the Case Study Organization
Exercise: Apply Service Design concepts to My Organization
Exam Questions: Service Design

V. Service Strategy
    • Goals and Objectives
    • Key Concepts
        —  Service Assets
        —  Delivering Business Value to Customers
        —  Making Service Strategy Decisions
        —  Service Provider Types
    • Processes
        —  Demand Management
        —  Financial Management

Case Study: Apply Service Strategy concepts to the Case Study Organization
Exercise: Apply Service Strategy concepts to My Organization
Exam Questions: Service Strategy

VI. Continual Service Improvement
    • Goal and Objectives
    • Key Concepts
        —  The Deming Cycle
        —  Continual Service Improvement Model
        —  IT Governance
        —  Organizational Roles

Case Study: Apply Continual Service Improvement concepts to the Case Study Organization
Exercise: Apply Continual Service Improvement concepts to My Organization
Exam Questions: Continual Service Improvement