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ATITIL3 - ITILv3 Foundation

If you have any questions about registering for this class, please call (877) 832-0688 Ext. 1493 or email us at getsmart@LRS.com

This course provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision. It also prepares delegates for the ITIL v3 Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.

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Upcoming classes

	Number	Class Date	Location	Length	Cost	Sign up
	ATITIL3	Feb 27, 2012 - Feb 29, 2012	Bloomington	3 days	$1395.00	Register

Prerequisites

There are no prerequisites for this course.

Detailed Class Syllabus

Course Syllabus
· Introduction to Service Management
· The importance of Service Management
· Definition of a Service and Service Management
· The need for a service culture
· Service Management as a practice
· The Service Lifecycle
The following Processes, Functions, Concepts and Terms will be defined and discussed:
· Key Principles and models of ITSM
· The types of service provider
· The five major aspects of Service Design
· The service V model
· The Continual Service Improvement model
· Define the characteristics of a process
· The objectives, business value, basic concepts, roles and interfaces of Service Portfolio Management
· Service Level Management
· Incident Management
· Change Management
· Demand Management
· Financial Management
· Service Catalogue Management
· Availability Management
· Capacity Management
· Supplier Management
· Information Security Management
· IT Service Continuity Management
· Service Asset and Configuration Management
· Release and Deployment Management
· Event Management
· Problem Management
· Request Fulfillment
· Access Management
· The 7 step improvement process
· Service Desk
· Application Management
· Operations Management
· Technical Management
· Organization structure and key roles
· Using the RACI model
· Technology and Architecture
· Generic requirement for an integrated set of ITSM technology