ITIL v3 Foundation

Duration:               3 days. This includes an optional 90 minute multiple choice exam.

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.

Pre-requisites:     None, besides some experience in an IT organization.

Topics Covered:   Day 1:

Introduction to ITIL and Best Practice,

Service Lifecycles,

Service Operation (including Incident Management and the Service Desk),

Service Transition (including Change Management),

Wall Street Business Simulation round one.

Day 2:

Service Strategy (including the four main activities of strategy,

Service Portfolio and Service Catalog).

Wall Street Business Simulation round two.

Service Design (including the Service Design package,

Service Level Management and the 4Ps: People, Processes, Products, Partners).

Wall Street Business Simulation round three.

                                Day 3:

                                Continual Service Improvement (including 7-Step Improvement Process,

Deming Cycle and the CSI Model).

Sample exam and feedback session.

Exam for the v3 Foundations certificate.