OverviewTo operate IT as a business-within-a-business, IT Staff must understand how to define business value in service terms and justify service costs using proven accounting principles. In addition, IT Staff must be able to define their activities in process terms and become skilled at optimizing process performance in line with business needs. ITIL Version 3 covers much more material than did ITIL Version 2. In addition, much more material is included in the course syllabus. ITIL Foundations V3 is designed to prepare students for the new V3 educational paths that cover a much wider scope of material than did V2. Students will be introduced to strategic components of operating IT as a business-within-a-business, the new Service Lifecycle Model, ITIL common language, and most of the processes, functions, and roles introduced in ITIL version 3. Students will leave this course prepared to integrate into existing ITIL implementation teams and with the foundation necessary to understand how operational excellence can contribute to business value. This course includes the ITIL Foundation V3 Certification Exam. IT Service Management Foundations: ITILŪ Study GuideMany times students leave courses well motivated and eager to implement changes only to find that they can't quite remember specific details critical to success. To meet this challenge, Ron B Palmer, has created a comprehensive value-packed book that provides students all the guidance needed to pass the Foundations Exam. Ron's book also provides students with additional knowledge that leads to real world implementation success. Students in Ron's courses receive a copy of his book to serve as an implementation reference and a continuing education resource. Course Schedule The ITIL Foundations V3 course is conducted over three days, with class running from 9:00 to 6:00. The exam will begin at 5:00. A continental breakfast is served daily from 8:30 AM to 9:00 AM and afternoon snack at 3:00 PM. Course Syllabus - Module 0: ITIL Foundations Course Introduction
This module introduces the candidates to the course. - Lesson 1: General Introductions
- Lesson 2: Course Overview
- Module 1: Service Management as a Practice
This module introduces the concepts of 'good practice', defining and describing a service, and the concept of service management as a practice. - Lesson 1: Concepts of Service Management
- Lesson 2: Processes
- Module 2: The Service Lifecycle
This module introduces the Service Lifecycle and explain the objectives for each lifecycle phase. - Lesson 1: The Service Lifecycle
- Lesson 2: Service Strategy
- Lesson 3: Service Design
- Lesson 4: Service Transition
- Lesson 5: Service Operations
- Lesson 6: Continual Service Improvement
- Module 3: Concepts & Definitions
This module introduces a baseline of definitions and concepts that students need to understand about Service Management. - Lesson 1: Baseline Concepts and Definitions in Service Strategy
- Lesson 2: Baseline Concepts and Definitions in Service Design
- Lesson 3: Baseline Concepts and Definitions in Service Transition
- Lesson 4: Baseline Concepts and Definitions in Service Operation
- Lesson 5: Baseline Concepts and Definitions in Continual Service Improvement
- Module 4: Key Principles and Models
This unit introduces students to the key principles and models of Service Management preparing them to balance opposing forces within Service Management. - Lesson 1: Key Principles and Models in Service Strategy
- Lesson 2: Key Principles and Models in Service Design
- Lesson 3: Key Principles and Models in Service Transition
- Lesson 4: Key Principles and Models in Service Operation
- Lesson 5: Key Principles and Models in Continual Service Improvement
- Module 5: Processes
This unit introduces students to the Service Management processes, their place in the lifecycle, and the high level objectives, scope, basic concepts, activities, key metrics and challenges for three of the core processes. this module also introduces students to the objectives, business value, basic concepts, and interfaces for ten of the remaining processes. - Lesson 1: Service Strategy
- Lesson 2: Service Design
- Lesson 3: Service Transition
- Lesson 4: Service Operation
- Lesson 5: Continual Service Improvement
- Module 6: Functions
This unit introduces students to the role, objectives, organizational structures, staffing and metrics of the Service Desk function and to the roles, objectives and overlap of three other functions. - Lesson 1: The Service Desk Function
- Lesson 2: The Technical Management Function
- Lesson 3: The Application Management Function
- Lesson 4: The IT Operations Management Function
- Module 7: Roles
This unit introduces students to the role of Service Owner specifically as well as other aspects of managing to roles in general. - Lesson 1: Service Management Roles
- Lesson 2: The RACI Model
- Module 8: Technology and Architecture
This unit introduces students the requirements and issues of integrating technology into service management. - Lesson 1: Service Management Technology
- Lesson 2: Service Automation
- Module 9: ITILŪ Qualification and Mock Exam
This unit introduces the student the new ITIL v3 qualification scheme and prepares the candidate to pass the ITIL Foundation exam. - Lesson 1: The ITILŪ Qualification scheme
- Lesson 2: Mock Examination
- Lesson 3: Revision
PrerequisitesThis course has no prerequisites. However students should have working experience with technology or technology management in a business or nonprofit organization. StructureThis course combines lectures with exercises designed to drive home key concepts. Most sections end with a quiz. The course ends with an interactive question-and-answer exercise in the form of a popular TV game show. In this activity, students will be divided into groups to compete with one another to answer questions from the lectures. The competition enhances the learning experience, and provides bragging rights for the groups. Intended AudienceThe intended audience for this course is anyone involved in implementing, administering, or managing technology assets for a business or nonprofit organization. Business managers tasked with managing the provisioning of IT services should take this course, regardless of technology experience. Specifically: - IT support and technical staff
- Help desk and operations staff
- Help desk and IT managers
- Change managers
- Configuration managers
- Relationship managers
- IT customer and end-user representatives
- Business owners of IT
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[Buy Now] |   Quotes from Industry Leaders about Ron's Book"Probably the best summary of the key ITIL concepts and guidance available from any source, this book is designed to help students rapidly get to the heart of the crucial messages needed to pass the ITIL examinations. It is an excellent management overview of the core material." Brian Johnson
Member of the original "CCTA ITIL team"
Contributor to more than fifteen volumes of best practice in the ITIL space “In 2006, Siemens trained 300+ internal consultants and staff using Ron’s book, IT Service Management Foundations: ITIL Study Guide and will be training an additional 300 Siemens’ professionals in 2007 using the book. Ron’s study guide is a core component of our ITIL e-Foundations courses and ITIL Foundations competency and certification program. It not only prepares students for the exam, it makes ITIL easily understandable and fixes ITIL’s business value firmly in the reader’s mind. I recommend IT Service management Foundations: ITIL Study Guide by Ron Palmer to everyone that wants a straight forward but deep dive into the often confusing reference material contained in the IT Infrastructure Library.” Margo Fullilove
Corporate Quality & Continuous Improvement
ITIL/ITSM Alignment Program Manager
Siemens Business Services, Inc. "An Excellent Read on ITIL Foundations"
"Ron Palmer has done an excellent job of not only telling you what ITIL is and how it works at a fundamental level, he weaves in his own extensive experience and perspectives to challenge the reader's thinking. He has also brought in the knowledge and expertise of an organizational communications consultant, bringing a non-IT style perspective to the content. In addition, the author provides detailed study guide questions at the end of each chapter, with a cross-referenced answer key at the end of the book." Christopher Byrne, CISA, IBM CAAD/CASA
The Cayuga Group, LLC
An Advanced IBM Business Partner
"This is the most ‘experience tempered’ presentation of IT Service Management fundamentals that I’ve read and I have read several over the years. I picked this book up anticipating yet another rehash of ITIL. Five minutes into the first chapter, I knew this book was different." Steve Janssen
ITIL Service Manager, Service Quality Consultant
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