IT Service Management V3 Foundation Course
The course is led by a qualified instructor, using lectures, discussions, exercises and mock examination in preparation for the multiple choice EXIN Examination.
SkillSolve has been running expert certification programmes since 1993.
SkillSolve is an Accredited Training Provider (ATP) authorised by EXIN to deliver training and professional qualifications for ITIL® V3 Service Management Foundation Certificate. Our trainers are all EXIN certified.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
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Certification
The Foundation Certification Exam is included in the course. The Foundation exam is a 40 question multiple-choice exam, one hour in length. You need 28 questions passed out of 40.
Course outline
Course Focus
The aim of the course will be to give you an overview of the topics in ITIL® Version 3 as follows :
Service Management as a practice
Understand the concept of good practice
The concept of a service
The concept of Service Management
Define processes, roles and functions
The Service Lifecycle
Understand and explain the Service Lifecycle and its key concepts
Understand the business value of the phases of the Service Lifecycle
Key concepts and definitions
Understanding the key terminology and the key concepts of Service Management
Key principles and models
Service Strategy
What is Service Strategy?
Understand the main goals and objectives of Service Strategy
Understand the 4 main activities of Service Strategy
Basic overview of value creation through services
Overview 3 Service Strategy processes
Service Design
Understand the importance of people, processes, products and partners
Understand the five major aspects of Service Design
Understand the different sourcing approaches
Overview of the 7 Service Design processes
Service Transition
Explain the Service V model
Overview of the 3 Service Transition processes
Service Operation
IT Service versus technology components
Quality of Service versus cost of service
Reactive versus proactive
Overview of the 5 key Service Transition processes
Continual Service Improvement
Objectives of Continual Service Improvement
The 7 step improvement process
Functions
The Service Desk
Technical Management
Application Management
IT Operations Management
Roles
Understand the role of a Process owner
Understand the role of a Service Owner
The role of the RACI model in determining organisational structure
Technology and Architecture
Requirements for an integrated set of Service Management technology
How Service automation assists with integrated processes
The V3 Foundation Certificate in IT Service Management is a pre-requisite for the further training in ITIL Version 3 that leads to the ITIL Expert in IT Service Management.