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Foundation V3

IT service management

Nextec’s ITIL V3 Foundation course prepares attendees to successfully achieve their Foundation certification.

This course provides IT Managers and Practitioners with a practical understanding of the key concepts, principles, processes and functions that enables successful IT Service Management provision. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL best practice service lifecycle approach.

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Embedded into the ITIL V3 Foundation course is Nextec’s unique virtualization, Living the Lifecycle™. Woven through all of Nextec Academy’s ITIL V3 Certification courses, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, a new web service is introduced and then, as a group, we guide the service through its strategy, design, transition, operation and continual improvement within a virtual business environment.

Prerequisites
Familiarity with IT Services is recommended.

Exam
Learners will be equipped to earn their ITIL V3 Foundation Certificate in IT Service Management by achieving a passing score on a 60 minute, 40 question examination.

Audience
ITIL Foundation training is essential for anyone involved in the internal or external delivery of IT services including;

  • IT Leadership
  • Key Business Managers
  • Network Operations
  • Business Process Analysts
  • Business Analysts
  • IT Consultants
  • Project Managers
  • Systems Integrators
  • Help Desk / Service Desk Managers and Analysts
  • Managed Service Providers
  • Application Developers
  • Solution Providers and Sales Staff

Who should attend?
This course is for IT Managers and Practitioners involved in the strategy, design, and implementation and on going delivery of business-used IT services and who require an insight into Service Management best practice.

Course Content

Topics covered include:

Introduction to Service Management

  • The importance of Service Management
  • Definition of a Service and Service Management
  • The need for a service culture
  • Service Management as a practice

The Service Lifecycle

  • The objectives and business value for each phase of the lifecycle
  • The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:
    - Service Strategy
    - Service Design
    - Service Transition
    - Service Operation
    - Continual Service Improvement

Key Principles and models of ITSM

  • The types of service provider
  • The five major aspects of Service Design
  • The service V model
  • The Continual Service Improvement model

The Processes and Functions

  • Define the characteristics of a process
  • The objectives, business value, basic concepts, roles and interfaces of:
    - Service Portfolio Management
    - Service Level Management
    - Incident Management
    - Change Management
  • The objectives and basic concepts of:
    - Demand Management
    - Financial Management
    - Service Catalogue Management
    - Availability Management
    - Capacity Management
    - Supplier Management
    - Information Security Management
    - IT Service Continuity Management
    - Service Asset and Configuration Management
    - Release and Deployment Management
    - Event Management
    - Problem Management
    - Request Fulfilment
    - Access Management
    - The 7 step improvement process
  • Explanation of the functions:
    - Service Desk, Application Management, Operations Management, Technical Management
  • Organisation structure and key roles
    - Using the RACI model
  • Technology and Architecture
    - Generic requirement for an integrated set of ITSM technology