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ITIL® Foundation v3 Training

Synthesis course
Best
Duration : 2 days
Ref : ITP
Price  2020 : Contact us
  • Program
  • Participants / Prerequisite
  • Intra/Tailored
Program

The purpose of this seminar is to give an overview of ITIL that can enable you to learn, understand and use the best practices promoted in ITIL and thus establish the baseline from which you can improve the management of your organization. In particular, you will discover its language and processes. This seminar will also provide an opportunity to think about professionalism in the context of Information and Communication Technology. The instructor illustrates the points presented in this course with many examples taken from real projects.

PROGRAM

General presentation of ITIL and of Service Management

  • ITIL History: origins, players.
  • ITIL Approach - best practices; ITIL and IT Governance.
  • ITIL Ethos and main related concepts.
  • Service Management and its life cycle.
  • Using ITIL: documentation structure.

Service Strategy

  • Definition: Service, Service Strategy and Service Management.
  • Service Strategy principles.
  • Processes and organization.
  • Implementing Service Strategy.

Service Design

  • Service Design principles.
  • Processes and organization.
  • Implementing Service Design.

Service Transition

  • Service-Transition principles.
  • Processes and organization.
  • Implementing Service Transition.

Service Operation

  • Service Operation principles.
  • Processes and organization.
  • Implementing Service Operation.

Continuous Service Improvement

  • Continuous Service Improvement principles.
  • Processes and organization.
  • Implementing Continuous Service Improvement.

ITIL Use and Implementation Plan

  • The instructor describes how to implement ITIL best practices and suggests a project template for developing ITIL processes and restructuring Service Desk activity.
  • An exercise based on a concrete case will allow participants to confirm and consolidate their understanding of the subject.

Conclusion: certification and self-assessment

  • ITIL and certifications: presentation of certification norms for organizations and persons.
  • ITIL and you: Analysis of self-assessment results and identification of an initial action-plan.

Hands-on work
During this seminar participants will use a self-assessment questionnaire allowing them to evaluate the functioning of their own organization with regard to ITIL best practices. With the instructor's help, they will think about and answer numerous questions related to the implementation of ITIL best practices within their organizations: How and where to begin? How to organize the Service Desk? Is the IT Project Department concerned about ITL best practices? How to draw up an SLA? Which indicators must be implemented to monitor SLAs? Etc.

Preparation

    Participants who wish can register for an optional day that includes ITIL-certification preparation and the certification exam itself. During this day, a review and summary of concepts and processes is followed by a practice test corrected collectively by participants and instructor. The official ITIL Foundation exam is then taken.

  • This certification is the first level in the ITIL curriculum. The exam involved asks 40 multiple-choice questions and lasts one hour. Each question can have only one correct response. Certification is awarded to those participants having answered at least 26 questions correctly. The exam is monitored by an examiner independent of the instructor. The test papers are sent to EXIN to be corrected; results arrive within approximately three weeks.
Participants / Prerequisite

» Participants

This seminar is aimed at anyone in charge of Information Technology management and/or in charge of definition or management of IT Services. These individuals include CIOs as well as managers of: Information System Departments, Client Relations, Call Centers, Network Systems, and Applications.

» Prerequisite

Knowledge in Information System management.
Intra/Tailored

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Time schedule

Generally, courses take place from 9:00 to 12:30 and from 14:00 to 17:30.
However, on the first day attendees are welcomed from 8:45, and there is a presentation of the session between 9:15 and 9:30.
The course itself begins at 9:30. For the 4- or 5-day hands-on courses, the sessions finish at 15:30 on the last day
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