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Course Length: 1.5 days.
Includes a half-hour exam.

Overview

Students will gain an understanding of the guidance ITIL V3 provides on Service Management as a practice and the Service Lifecycle. They will also learn about the generic concepts and key principles of good practice in IT Service Management as well as the relationship between the lifecycle and the functions, processes and roles that support it. The course assumes knowledge of processes covered in the ITIL Version 2 courses and concentrates on the new content only.

Students undertaking this course will benefit from completing and reviewing a mock examination before sitting a half hour exam.

Audience

This course is recommended for existing holders of an ITIL v2 Foundation certificate who want to extend their knowledge of the new content of ITIL v3 and gain the pre-requisite certification for more advanced ITIL training.

Outline
1.  Introduction
2.  Key differences between Versions 2 and 3
3.  ITIL V3 Qualifications Scheme
4.  Key principles to remember
5.  Service Operation
     -  Event Management
     -  Request Fulfilment Management
     -  Access Management
     -  Operations Management
     -  Technical Management
     -  Applications Management
6.  Service Strategy
     -  Service Portfolio Management
     -  Demand Management
7.  Service Design
     -  Service Catalogue Management
     -  Information Security Management
     -  Supplier Management
8.  Service Transition
     -  Change Management
     -  Service Asset and Configuration Management
     -  Release and Deployment Management
9.  Continual Service Improvement
     -  7-Step Improvement Process

Prerequisites
Students must provide evidence of their ITIL v2 Foundation qualification. It is also expected that participants will refresh their knowledge of ITIL v2 before commencement of the course.

EXCOM Education’s IT Service Management courses and examinations are delivered through partnership with Contactability and Solisma, which are an ITIL® Accredited Training Provider (ATP) and EXIN Authorised Examination Center (AEC). ITIL® is a Registered Trade Mark of the Office of Government Commerce and is used here by Contactability under license from and with the permission of OGC.

This course will be available subject to final accreditation of the courseware and instructor by the Office of Government Commerce.

ITIL® is a Registered Community Trade Mark of the Office of Government Commerce.