ITIL V3 Course Outline


ITIL V3 Course Introduction

  • Course Goals and Objectives
  • Enterprise IT Infrastructure Management
  • History of ITIL as a Framework
  • Design and Purpose of ITIL
  • ITIL Support Systems

ITIL Course Topic Overview

  • IT Governance Concepts
  • IT Governance and Industry Standards
  • The ITIL Service Lifecycle
  • COBIT Process Model
  • Introduction to Service Strategy
  • Business Process Management Concepts
  • Using a Configuration Management Database

ITIL Service Strategy Overview

  • Service Management Concepts
  • Development of a Service Strategy
  • Financial Management Concepts
  • Service Implementation
  • Organizational Development

ITIL Service Strategy Planning

  • Service Portfolio and Service Catalog Planning
  • Introduction to Demand Management
  • Business Relationship Management
  • ITIL Service Strategy Implementation

ITIL Service Requirements Processing

  • Understanding the Requirements Problem
  • Gathering User Requirements
  • Requirements Management Issues
  • Output of Requirements Management

ITIL Service Design Overview

  • Service Level Management
  • Service catalog design
  • Service Availability Management
  • Service Capability Documentation
  • Supplier Management in IT

ITIL Service Transition Overview

  • Service Transition Planning
  • Change Management
  • Service Asset Concepts
  • Configuration Management
  • Knowledge Management

ITIL Service Operation Overview

  • Overview of Service Operation Concepts
  • Event and Incident Management
  • Service Desk Operations
  • Problem Management
  • Access Control

ITIL Service Operation & Performance Monitoring

  • Performance Management and Analysis
  • Business Continuity Management
  • Technical Management Considerations
  • Operations Management with ITIL

ITIL Continual Service Improvement

  • Governance of Services
  • Understanding the Business Value
  • Six Sigma For Service Operations
  • Operational Service Metrics
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