Duration: 3 Days Price: USD 1,650 (includes certification exam) Price for V2 Foundation Certificate holders: USD 795 (see press release here) Location: Dubai Knowledge Village
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Overview
ITIL V3’s most significant benefit is that it shows you what to do in terms of improving IT operations – and how to do it. All of the ITIL V2 processes are contained within V3, with greater emphasis on how to demonstrate value to the business with examples of ROI statements and case studies. Now is an opportune time to apply the lifecycle principles to your environment and ensure that the service ethos of continual service improvement is an integral part of business as usual.
Plus, with ITIL now an international quality standard (ISO/IEC 20000), your organization can receive independent verification of IT Service Management excellence. Among the many benefits, this standard provides organizations with a competitive edge in the RFP process and can be instrumental in audit preparation.
This course includes a 60 minute, 40 question, multiple-choice exam. An independent examination body marks the exam.
Course Description
ITIL is a non-proprietary approach for managing IT services, developed in the 1980s by the Office of Government Commerce (OGC) in the United Kingdom. Now considered the de facto standard for managing a business focused, cost effective IT organization, the ITIL framework was recently redesigned from a process-led approach to a service lifecycle approach. This end-to-end view of how IT should be integrated with business strategy is at the heart of ITIL v3’s five core volumes:
Service Strategy which looks at overall business aims and expectations to ensure IT strategy maps back to them
Service Design which starts with a set of new or changed business requirements and ends with the development of a solution designed to meet the documented needs of the business
Service Transition which is concerned with managing change, risk & quality assurance and has an objective to implement service designs so that service operations can manage the services and infrastructure in a controlled manner
Service Operation which is concerned with business as usual activities
Continual Service Improvement which has an overall view of all other elements and looks for ways that the overall process and service provision can be improved
The ITIL V3 Foundation provides you with a general overview of the IT Service Management Lifecycle and its supporting processes, functions and roles. The course also enables you to understand how an integrated IT Service Management framework can be adopted and adapted within your own organization. The ITIL V3 Foundation prepares you for the examination leading to the Foundation Certificate in IT Service Management. An independent examination body facilitates and marks the examination, which is scheduled on the last day of the course.
This certification is the prerequisite for the (later-to-be-announced) Intermediate and Advanced levels of ITIL V3 certification.
Learning Outcome
By the end of the course, you will be able to identify:
ITIL’s key concepts, definitions and objectives
ITIL’s service-driven lifecycle approach and the five key stages of this model
Structure, components and processes of the five core ITIL books
High level description of the main activities, goals, benefits, challenges and management reporting for the respective processes
Outline of relationships between the ITIL processes
Overview of ITIL certifications: Foundation, Intermediate and Advanced
How ITIL processes can improve IT operations
Target Audience
The primary audiences for this course are: All levels of personnel within an IT Service Delivery Organisation. It also benefits internal account managers who interact between the business and IT. These people may hold positions such as: IT Manager, Support team leader, Service Desk supervisor, Change Manager, Service Level Manager, Operations Manager, or Account Manager.
Specific benefits will be derived by IT Managers, Support team leaders, Service Desk supervisors, Change Managers, Service Level Managers, Operations Managers, and Problem Managers.
Prerequisites
There are no pre-requisites for this ITIL training course, however it is assumed that course participants are working or have worked in an IT Service environment or equivalent.
