Course Overview

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Course Timings
Registration and refreshments will be at 07.30 on Day One. Each day will commence at 08.00 and conclude at 15.30. Lunch will be served at 12.30 and there will be other refreshment breaks at appropriate times.

Course Introduction
This exciting and dynamic four day course introduces delegates to the lifecycle of managing IT services to deliver to business expectations. As well as an engaging, case study based approach to learning the core disciplines of the ITIL (IT Infrastructure Library) best practice, this course also positions you to successfully complete the associated exam, required for entry into the future ITIL v3 intermediate level training courses.

The ITIL Version 3 best practice is composed of five core disciplines: service strategy, service design, service transition, service operations and continual service improvement. These disciplines represent a service lifecycle framework that further enhances alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs.

Course Objectives
At the end of this course, you will be able to:

• Identify the key principles and concepts of IT service management
• Identify the benefits of implementing ITIL in an organisation
• Identify the service management processes and how they map to the service lifecycle
• Identify the basic concepts and definitions related to the service lifecycle
• Identify the activities and roles involved with the service lifecycle
• Identify the relationship of each component of the service lifecycle and how they map to other components
• Identify the factors that affect the effectiveness of the service lifecycle
• Sit for the online certification within two months of the close of the course through Loyalist College

Course Outline

Day One
Introductions
Service Management As A Practice – Key Principles
Service Strategy
- Financial Management
- Service Portfolio Management
- Demand Management

Day Two
Review Of Day One And Homework Sample Exam Questions
Service Design
- Service Catalogue Management
- Capacity Management
- Availability Management
- Service Continuity Management
- Information Security Management
- Supplier Management
Service Transition (Completed on Day 3)
- Transition Planning And Support
- Change Management
- Service Asset And Configuration Management
- Release And Deployment Management
- Service Validation And Testing
- Evaluation
- Knowledge Management

Day Three
Review Of Day Two And Homework Sample Exam Questions
Complete Service Transition Started On Day Two
Service Operation
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
- Technical Management
- IT Operations Management
- Application Management

Day Four
Review Of Day Three And Homework Sample Exam Questions
Continual Service Improvement (CSI)
- 7-Step Improvement Process
- Service Reporting
- Service Measurement
- Service Level Management