ITIL v3 Foundation

Call 0777 318 120
Call 011 2556 402
Email: pdc@cicra.lk

Duration: 3 Days

Day 1

PRE ITIL BASICS
❖ Understanding ‘IT’ Projects Failure Causes
❖ Understanding view of ‘IT’ by Businesses
❖ Proprietary Knowledge & Public Frameworks / Standards
❖ ITIL v3 Qualification Scheme
❖ ISO/IEC Standards
❖ Understanding ITIL Benefits to organizations
❖ Understanding Different Sourcing Strategies

ITIL V3 FOUNDATION COURSE (FROM HERE)
INTRODUCTION
❖ Enterprise Governance
❖ ITIL Origination
❖ ITIL v2 Framework – Overview
❖ ITIL v3 Framework Structure
❖ Lifecycle of a service
❖ Understanding Goals and Objectives of
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

❖ Service Management Concepts
• Service
• Service Management
• Functions
• Role
• Process
• Process Model
• Process Measurement
• Process Characteristics
• Process Owner
• Service Owner
• Suppliers & Contractors

SERVICE STRATEGY
❖ Value Capture
❖ Value Creation
❖ Utility of a Service
❖ Warranty of a Service
❖ Demand Management
• Objectives
• Pattern of Business Activity, User Profiles
• Core Service, Supporting Service
• Core Service Package, Service Level Package
• Roles

❖ Financial Management
• Objectives
• Service Investment Analysis
• Business Impact Analysis
• Service Valuation
• Business Case
• Roles

❖ Service Portfolio Management
• Objectives
• Activities
• Service Assets
• Roles

SERVICE DESIGN
❖ 4 P’s
❖ RACI Model
❖ Service Level Management
• Objectives
• Business Value
• Activities
• SLA Structure – SLA, OLA, UC’s
• SLA Framework – Service Based, Customer Based, Multi-Level
• Challenges

DAY 2
SERVICE DESIGN….CONTD
❖ Availability Management
• Objectives
• Activities
• Availability, Reliability, Resilience, Maintainability, Serviceability
• Roles

❖ Capacity Management
• Objectives
• Activities
• CMIS
• Sub Processes

❖ Information Security Management
• Objectives
• ISMS
• Security Policies
• Security Controls
• Roles

❖ IT Service Continuity Management
• Objectives
• Recovery Options
• Activities
• Roles

❖ Supplier Management
• Objectives
• Supplier Contract Database
• Activities
• Roles

❖ Service Catalogue Management
• Objectives
• Business Service Catalogue, Technical Service Catalogue
• Roles

SERVICE TRANSITION
❖ Knowledge Management
• DIKW
• SKMS

❖ V Model
❖ Change Management
• Objectives, Scope
• Change Types – Emergency, Standard, Normal
• Activities
• CAB & Other Roles
• Challenges

❖ Service Asset and Configuration Management
• Configuration Item
• Configuration Model & CMS
• Objectives
• CI Categories
• Roles

❖ Release and Deployment Management
• Release, Release Unit, Release Package
• Objectives
• Release Types
• Roles

SERVICE OPERATIONS
❖ Event Management
• Objectives
• Event, Logging & Filtering, Exception Management
• Roles

❖ Incident Management
• Objectives
• Scope, Business Value
• Incident, Model, Key Metrics
• Roles, Challenges

❖ Problem Management
• Objectives
• Problem, Workarounds, Known error, KEDB’s
• Sub processes
• Roles

❖ Request Fulfillment
• Objectives
• Service Request
• Self Help
• Roles

❖ Access Management
• Objectives
• Access, Identity, Rights etc
• Activities
• Roles

❖ Function – Service Desk(SD)
• Definition of SD
• Types of SD
• Skills of SD
• SD Metrics

❖ Function – Technical Management
• Introduction
• Objectives & Responsibilities
• TM list
• Roles

❖ Function – Application Management
• Introduction
• Objectives & Responsibilities
• Roles

❖ Function – IT Operations Management
• Introduction
• Activities
• Objectives
• Roles

DAY 3
CONTINUAL SERVICE IMPROVEMENT
❖ PDCA Model- Deming Cycle & Activities
❖ CSI Model & Activities
❖ 7 Step Improvement (Measurement) Activities
❖ Critical Success Factors (CSF) & Key Performance Indicators (KPI)
❖ Types of Metrics
❖ Roles

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