ITIL v2

ITIL v2 (Certificate)

In this course, you’ll focus on implementing and managing the processes and functions involved in managing exceptions in normal infrastructure control and service delivery, including being able to organize an effective Service Desk function, along with the related Incident and Problem Management processes. These processes are aimed at optimizing quality of service by effectively responding to incidents and problems, as well as proactively preventing their occurrence. The Service Desk supports IT service users and restores service in the event of a disruption. This course will prepare you for the two-hour-long ITIL Practitioner exam offered on the last day of class at 3 PM.

Course Outline

Introduction
ITIL Training Possibilities
Exam Specifications Review
ITIL/ITSM Overview
Theory: Problem Management
Case Study
Practical AssignmentL Service Desk Management
Theory: Incident Management
Case Study
Practical Assignment: Service Desk Management
Theory: Problem Management
Case Study
Practical Assignment: Problem Management
Theory: Process Relationships
Practical Assignment: Integrated Processes
Review Session
Sample Exam
Exam Preparation
IPSR Certification Exam

Participants will learn the principles and core elements of the Service Lifecycle approach to IT Service Management
according to ITIL v3. An interactive approach is used combining lecture, discussion and simulation-experience to
prepare participants for the ITIL v3 Foundation certification exam. Quint’s award winning Wall Street Business simulation deepens the participant’s appreciation of how ITIL Best Practices can be applied for improved IT performance. Over several rounds of the simulation, participants are challenged to improve their performance.
By immersing themselves in the Wall Street Business simulation, it will become clear to participants that ITIL principles alone are not enough to improve performance.

This five-day ITIL v2-v3 Managers Bridging Course provides you with a very intense and focused overview of the new and modified topics in ITIL v3.

This ITIL training course is intended for those who currently hold a pre-v3 Managers Certificate in IT Service Management and who are well-versed in ITIL’s terminology and processes.

This ITIL training course consists of lectures, discussions, individual and group exercises, examination technique, mock examinations and culminates in an invigilated exam on the final day.

ITIL V2 - V3 Managers Bridge Training Course Objectives
This ITIL training course aims to bridge the gap between the ITIL v2 Managers course and the new elements in ITIL v3. During this ITIL training course candidates will gain competencies in those areas that are new to v3 and be able to identify those areas that were well known at v2 but have changed significantly at v3.

ITIL V2 - V3 Managers Bridge Training Course Content
Introduction to ITIL V3

The Drivers behind ITIL v3
Benefits of ITIL V£
Overview of the Service Lifecycle

The objectives and business value of each phase in the lifecycle (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement)
Service Management as a practice

The concept of “Service� The concept of “Service Management�
Understanding Customer Requirements and building relationships
The concept of “Good Practice� The process model and process characteristics
The Lifecycle Phases in detail:

Service Strategy

Understand and develop markets
Creation of value through services
The four main activities
Risk Management
Service Strategy Processes
Service Design

The importance of People, Processes, Products and Partners for Service Management
The five major aspects of Service Design
Different sourcing approaches and options
The Service Design Processes
Service Transition

Planning and setting expectations
Value of Service Transition
The Service V model
Managing Change
Service Transition Processes
Service Operation

Where the business value is realised
Achieving a Balance
Understanding of the Service Operation Functions
Service Operation Processes
Continual Service Improvement (CSI)

Vital to ensure continued Good Practice
The value of Measurements and metrics
The Deming Cycle & CSI Model
Concepts , process activities, interfaces and metrics for the 7 step improvement process
Implementing IT Service Management

Generic Considerations
Specific implementation considerations for each stage of the lifecycle
Technology and Architecture

Generic Requirements
Service Automation
Planning and implementing Service Management technologies
Benefits of Tools and Technology

ITIL V3 Foundation weekend coruses on 18th and 19th of April 2009.

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