The course is divided into seven key components:

    Introduction to ITIL and IT Service Management

•     The Service Lifecycle
•     Service Strategy
•     Service Design
•     Service Transitioning
•     Service Operation
•     Continual Service Improvement

I. Introduction to ITIL and IT Service Management

    The History of ITIL  Its place in the IT world

•     IT Service Management  A World of Experience
•     The History of ITIL
•     Concepts We Need to Know
•     Good Practice  Best Practices
•     IT Service Management

The four attributes of IT services

        Business and IT alignment

•         Value and ease of ITIL implementation
•         Summary and Test Questions

Exercise: We'll focus on IT Service  the good, the bad, and the best

II. IT Service Lifecycle

•     Major concepts
•     Function, Process, and Role  Why do we care?
•     What is a Process?
•     Process Characteristics
•     Overview of the Service Management Lifecycle
•     Mapping the concepts of ITIL to the Service Lifecycle
•     Service Portfolio Managing in a competitive environment
•     Summary and Test Questions

Case Study: Identify IT Lifecycle  recall for exam focus the benefits of the ITIL processes using a Case Study

III. Service Strategy

    Major concepts

•     Effective delivery of service support
•     Distinction and Benefits of Each Process
•     Major Activities of Each Process
•     Creating Service Packages and Service Levels
•     Financial Management and IT Services
•     Maintain stability by implementing Change Control process
•     Match Service Packages with Service Level Requirements
•     Summary and Test Questions

Case Study: Implement Service Strategy Model in the Case Study Organizations

Exercise: Review Concepts and ITIL Service Strategy Question Review

IV. Service Design

    Key Concepts

•     Service Design Processes
•     Managing Service Levels
•     Capacity Management
•     Availability of Service
•     IT Service Stability
•     Security of IT Information
•     How to get the best from suppliers
•     Documentation Catalogues
•     Design Scenario
•     Convert strategy into services
•     Summary and Test Questions

Case Study: Review Service Design and Apply Knowledge

Exercise: Service Design Management Question Review

V. Service Transitioning

•     Service Transition Processes
•     Benefits and Challenges of Knowledge for Client Acceptance
•     Service Assets and Configuration
•     Change Management Control
•     Successful steps in software deployment
•     Testing and Validation  ensures changes match the design and needs
•     Summary and Test Questions

Case Study: Review Service Transitioning and give examples demonstrating knowledge

Exercise: Service Transition Question Review

VI. Service Operation  The Service Desk

•     Service Operation Functions from the Customers View
•     Implementation of stable technical infrastructure
•     IT Operation  the Functions and Processes
•     Getting the Balance
•     Roles and Responsibilities  RACI model in determining organizational structure
•     Triggers, Incidents, Events, and Issues
•     Performance Indicators
•     Event Management vs. Incident Management
•     Problem vs. Change Management
•     Risk and Request Management
•     Summary and Test Questions

Case Study: Review Service Operation and Implementation of Service Desk

Exercise: Service Operation and Service Desk Management Concepts Question Review

VII. Continual Service Improvement

•     Goal, Concepts, and Benefits
•     Continual Service  Quality Improvement
•     Service Level Management
•     Service Measurement and Reporting
•     Managing through the Lifecycle
•     Key Performance Indicators
•     Summary and Test Questions

Case Study: Review Continual Service Improvement and Service Level

Exercise: Continual Service and its components Question Review

This 2-day instructor-led course gives you a step by step guide through the following:

• The required level of understanding of ITIL V3 concepts, terminology and examination preparation
• Implementing the core of ITIL framework and benefit from its increased service sales
• The ITIL Management model
• Basic terms and concepts of the processes used to manage an IT infrastructure
• The cost justifiable of service quality and how to attain it
• Implementation of integrated centralized processes
• Principle IT Service Management framework terms and concepts
• Preparation to complete the one-hour, 40-question certification test to become ITIL v3 Foundation certified