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ITIL® V3 Executive Awareness
PULTORAK COURSE CODE
1970
INTRODUCTION
IT organizations are faced with a rapidly evolving environment coupled with a more headcount-constrained staff, where standardization on optimal systems and procedures is a critical success factor. The Information Technology Infrastructure Library (ITIL) is a set of best practices that may be used to deliver high quality IT services. ITIL’s body of knowledge represent the consensus derived from over a decade of work and experience by thousands of IT professionals world-wide, earning for it the status as de facto world standard for IT service management.
ITIL Version 3 (V3) is the latest version of ITIL which puts heavy emphasis on the alignment of IT to the business. While ITIL Version 2 (V2) is more focused on the operational processes of IT, ITIL V3 covers the entire IT service lifecycle of strategy, design, transition, operation, and continuous improvement.
The ITIL V3 Awareness course is a half-day course designed to provide participants just the right level of information needed in order to appreciate ITIL and foster its acceptance with those who will not necessarily be involved in its day-to-day implementation, but whose support is vital to its success in the organization. ITIL V3 Awareness is an important first step when beginning to consider the implementation of ITIL.
AUDIENCE
ITIL V3 Awareness is a high-level course intended for IT professionals responsible for planning and executing service management improvement initiatives. This course is designed for those without prior experience or knowledge of ITIL.
COURSE OBJECTIVES
After completing this course, students should be able to:
- Explain the impact of Service Management processes to IT operations in general.
- Describe IT Service Management and how it contributes to the IT and business objectives.
- Describe key ITIL terminology, structure and basic concepts and give an overview of the ITIL Service Lifecycle.
COURSE FORMAT
This is an instructor-led classroom course that uses a combination of short lectures, case studies, quizzes, and a sample exam, and test taking tips to prepare the student to comprehend, apply, and analyze ITIL V3 principles and techniques. The course culminates in a 20 question scenario-based, complex multiple-choice examination.
PREREQUISITES
There are no prerequisites for this course although a background on IT as well as the participant’s own business environment will be beneficial.
CERTIFICATION EXAMINATION
This is a non-certification-oriented overview of ITIL service management concepts for IT professionals.
COURSE MATERIALS
All students receive a student binder which includes a copy of the course presentation as well as the ITIL Glossary.
COURSE OUTLINE
Introduction
Module 1: Introduction to ITIL Service Management
This module aims to help the candidate explain the concept of IT Service Management and to describe what ITIL is, its history, and how it is being adopted worldwide.
- Lesson 1: Concepts of Service Management
- Lesson 2: ITIL Service Management
- Lesson 3: ITIL History
- Lesson 4: ITIL v2 to v3 Changes
Module 2: The Service Lifecycle
This module aims to help the candidate describe the Service Lifecycle and cite the objectives and business value for each phase in the lifecycle.
- Lesson 1: The Service Lifecycle
- Lesson 2: Service Strategy
- Lesson 3: Service Design
- Lesson 4: Service Transition
- Lesson 5: Service Operations
- Lesson 6: Continual Service Improvement
Module 3: Summary
This module reviews the key learning points of the course and provides an opportunity for final discussion and clarification.
- Lesson 1: Summary
- Lesson 2: Next Steps
For more information, including pricing, availability, and customized solutions for your organization, contact us at (206) 729-1107 or info@pultorak.com.
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