ITIL V3 Foundation

Service Management as a practice:• Concept of Good Practice.• Concept of a Service• Concept of Service

Management• Functions, Rolesand Processes• Process model.• Characteristics of processes.• The Service Life cycle:Service Strategy:• How Service Assets are the

basis for Value Creation• Basics of Value Creation

through Services• Service Portfolio Management

(SPM)• Demand Management• Financial ManagementService Design:• Understand the importance of

People, Processes, Products and Partners for Service Management.

xpertised

ITIL V3 Foundation

• The five major aspects of Service Design

• Service Level Management (SLM)

• Supplier Management• Capacity Management• IT Service Continuity

ManagementService Transition:• Service Vmodel• Change Management• Service Assetand

Configuration Management (SACM)

• Release and Deployment Management

Service Operation:• IT Services versus Technology

components.• Stability versus

Responsiveness.• Quality of Service versus Cost

of Service.

• Reactive versus Proactive.• Incident Management.• Event Management• Request Fulfilment• Problem Management• Access Management• The Service Desk function• The Technical Management

function• The Application Management

function• The IT Operations Management

function (IT Operations Control and Facilities Management)

Continual Service Improvement:• Plan, Do, Check and Act (PDCA)

Model to control and manage quality

• Continual Service Improvement Model

• Role of measurement for Continual Service Improvement

• The 7 step improvement process