Course Description

Special notes

As of May 1, 2009, this is a 2-day course based on syllabus changes recently announced by APMG (see the announcement here).

NOTE: Students must be able to provide proof of ITIL Foundation certification (V1 or V2) in order to take the ITIL V3 Bridging exam offered as part of this course.

Course overview

This 2-day course introduces the fundamentals of IT Service Management (ITSM) based on Version 3 of the IT Infrastructure Library (ITIL). It describes the key concepts, processes, functions and roles of the ITIL service lifecycle and highlights the main differences between ITIL V2 and V3. The course is made up of lectures and practical assignments, which provide an interactive learning experience. This results in good awareness and comprehension of the main aspects of ITIL V3. The course prepares attendees for the ITIL V3 Foundation Bridge Certificate examination.

NOTE: This course includes a 30-minute 20-question multiple choice exam.

For classroom based sessions, the certification exam will be administered at 1:30pm on the second day of class. Students should make travel plans accordingly.

For RAIL sessions, students will need to register for the exam and travel to an approved site in the local area to take the proctored exam if desired. The exam price is included in the price of the Remote RAIL session. Click HERE for information on how to register and to see a list of pre-approved exam locations across the US.

Prerequisites

• Attendees must hold the ITIL V2 Foundation Certificate

Audience

All IT Staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization.

Course objectives

• Highlight the key differences from Version 2 to Version 3
• Gain an understanding of the ITIL lifecycle approach and its key components
• Gain the knowledge necessary to prepare for the ITIL V3 Foundation Certificate examination from EXIN, ISEB or APM Group

Next steps

• Modular courses covering the ITIL Lifecycle stream or Capability stream leading to the ITIL Expert Certificate

Benefits to you

• Understand how IT Services create value for the business and the importance of IT Service Management in making this happen
• Understand how IT and the Business can collaborate to improve overall productivity and efficiency
• See how each stage of the service lifecycle contributes to the overall service and how each process and role plays a part
• Discover how to become more proactive
• Learn ITSM concepts via a case study and related assignments

Course outline

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

ITIL® Qualification Scheme

Revision and Mock examination