• Improvise and extend the processes taught in ITIL v2.
• Identify the role of ITIL Service Management (ITSM) in the business environment.
• Identify the key concepts and activities related to each of the service lifecycles.
• Identify the benefits and activities of implementing each of the service lifecycles.

Demo

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Duration

This is a 16.5-hour flexible and self-paced learning courseware, where participants, upon registration are given a 6-months timeframe to learn at their own time and pace.

Prerequisites

There is no mandatory prerequisites, although experience in IT or related fields is recommended.

Course Outline

The courseware is based on principles detailed out in the IT Service Management book. Our ITIL v3 Foundation e-Learning course is developed based on APMG-accredited materials. The course consists of 5 modules and features examination preparation guide and practices as well as mock examinations. The course outlines includes in-depth introduction of:

1. Service Strategy
   • Service Strategy Process, Service Portfolio Management, Demand Management, Financial Management
      
2. Service Design
   
   • Service Level Management, Service Catalogue Management, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Supplier Management
      
3. Service Transition
   
   • Process Overview, Change Management, Service Asset and Configuration Management , Release and Deployment Management, Knowledge Management
      
4. Service Operation
   
   • Definitions, Event Management, Incident Management, Request Fulfillment, Access Management, Problem Management, Service Operation Overview of Functions, Service Desk, Technical Management and Applications Management, IT Operations ManagementService Operation Processes
      
5. Continual Service Improvement
   • Models and Processes, Measurements, Activities and Concepts

Why Quint Wellington Redwood?

• Quint is a global organization that has specialized in ITIL Education, Consulting and Measurement solutions for over 17 years.
• Quint teaches over 17,000 students per year.
• Quint trainers have proven to achieve the best exam pass rates, and Quint trainers have extensive practical experience on the topics they teach.

Course Overview

This course introduces the principles and core elements of IT Service Management (ITSM) based on the ITIL v3 set of best practices.

This course has been enhanced with Quint's exclusive business simulation Quintegrator; where the ITSM lessons learned will be reinforced through role playing and insightful examples from experienced instructors.
   
Objectives

• Understand the main processes, relationships, benefits and challenges of ITIL v3.
• Gain insight into the holistic service lifecycle approach that forms the core of ITIL v3.
• Understand how these processes contribute to making an IT organization manageable.
• Learn the most important ITIL v3 definitions.
• Gain access to a standardized vocabulary.
• Prepare yourself for the certified ITIL v3 Foundation examination.   

Target Audience

• IT Managers, IT staff and process owners.
• Application, project and business managers directly involved in IT.
• Any member of an IT organization in delivery of IT services.