Program Overview

ITIL® is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations. Since early 1990, ITIL® has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under version 3.

ITIL® version 3 suggests many improvements over previous versions, including a focus on business and IT integration and a holistic Service Lifecycle approach. This course focuses on the new ITIL® V3 concepts and contents and the main differences between ITIL® V2 and V3.

Included in this course is the ITIL® V3 Foundation “Bridge” formal certification exam.

Duration

2 Days

Delivery Methods

- Instructor led Classroom environment
- Virtual Web based

Audience

This two-day course is only intended for existing holders of the ITIL® V2 Foundation Certificate in Service Management who wish to get an equivalent of their ITIL® V2 Foundation certificate to V3 Foundation.

Prerequisites

• ITIL® V2 Foundation certificate

Content and Objectives

An effective lecture designed at achieving a clear understanding of the new ITIL® V3 Best Practice and Service Management lifecycle model, the required knowledge and pre-requisite to prepare for the ITIL® V3 Foundation Certification exam

• Overview of ITIL® V3 drivers
• Key differences between ITIL® V2 and ITIL® V3 - What are the major changes?
  • New concepts, definitions and terminology
  • Key interfaces, processes and functions

Overview of:

• The Service Lifecycle approach and components of each stage within the lifecycle
• The benefits of adopting ITIL® V3 Best Practice
• The main components (the new books) within the 5 stages in the lifecycle:
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
• Key roles and responsibilities
• Technology and Architecture considerations
• The future of ITIL® Qualification

Program Material

This training program includes the following as reference documentation:

• Program slide presentation
• Exam study guide
• ITIL® V3 acronyms and glossary
• Sample examination questions and answers

Simulation and practical application

We provide the students with real life experiences; we use the client organization as “Case study” example for the purpose of discussion to show the value of using best practice.