ITIL V3 Foundation Course eBook

ITIL V3 Foundation Course eBook

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ITIL® V3 FOUNDATION CERTIFICATION E-LEARNING COURSE ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's Office of Government Commerce (OGC) in United kingdom and other countries

Ver. 1.0

ITIL® V3 Foundation Course Objectives 2

At the end of the course, you should be able to ƒ ƒ ƒ ƒ ƒ ƒ ƒ

Discuss the ITIL v3 qualification scheme Explain the practice of Service Management Describe Service Lifecycle Identify key principles and models of ITIL V3 Define generic concepts in ITIL v3 Discuss the processes, roles and functions in ITIL V3 Summarize the use of technology with ITIL V3

ƒ Successfully clear your ITIL v3 foundation exam.

ITIL® V3 Foundation Course Agenda 3

Module 1: Introduction to Service Management Lifecycle Principles of Service Management, Processes, The ITIL Service Lifecycle Module 2: Service Strategy Concepts and Models, Processes Module 3: Service Design Concepts and Models, Key Principles, Processes Module 4: Service Transition Concepts and Models, Key Principles, Processes Module 5: Service Operations Concepts and Models, Key Principles, Processes and Functions Module 6: Continual Service Improvement Concepts and Models, Key Principles, Processes Module 7 : Summary and Exam Preparation Review of Key Concepts and Practice Exam

Module 1 4

Introduction To Service Management Lifecycle

Lesson 1.0: What is ITIL ? 5

What is ITIL® ?

ƒ A set of publications for good practices in IT service Management. ƒ Why ITIL ? • Focuses on descriptive guidance on IT Service Management that’s easily adapted. • Emphasizes Quality Management approach, standards

ƒ ITIL® goals • • • •

Consistent, comprehensive, hygienic set of Best-Practice guidance Platform independent discussion of processes Common Language, Standardized vocabulary Flexible framework, adaptable to different IT environments.

ƒ De-Facto Industry Standard

Lesson 1.1: ITIL V3 Components 6

Lesson 1.2: ITIL Core Publications 7

Each lifecycle phase of ITIL V3 Core is represented by a Volume in the Library 1. 2. 3. 4. 5.

Service Strategy Service Design Service Transition Service Operation Continual Service Improvement


Lesson 1.3: ITIL V3 Qualification Scheme: Credits System Lifecycle Modules Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Capability Modules Operational Support and Analysis (OSA) Planning Protection & Optimization (PPO) Release Control and Validation (RCV) Service Offerings & Agreements (SOA)

Lesson 1.4: ITIL V3 Foundation Exam Format 9


Online, Multiple choice, 40 questions. The questions are selected from the full ITIL Foundation in IT Service Management examination question bank.


Maximum 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes



Open Book


Pass Score

65% (26 out of 40)

Where ?

Prometric Centers, visit, Exam Code: EX0-101


Lesson 2.0: Principles of IT Service Management Lesson objectives At the end of this lesson, you should be able to: ƒ

Explain the concept of good practice


Define the concepts of service, Service Management, Functions, Roles &Processes, and RACI


The role of IT Governance across the Service Lifecycle

Lesson 2.1: ITIL is presented as Good Practice. What are good Practices? 11

Good Practices are generally commoditized, generally accepted, proven effective ways of doing things which were