Syllabus

Accord Soft Offers Best ITIL V3 Training in Chennai. We offer Internships in Real-Life Business Applications of our clients. Students are given Practical Training in the below mentioned syllabus. The syllabus can be customized according to individual needs.

About the Topic
ITIL v3: Achieving Foundation Certification

The Information Technology Infrastructure Library (ITIL) is a set of concepts and policies for managing information technology (IT) infrastructure, development and operations. The ITIL contains a comprehensive description of the processes involved in managing IT services. The Manager's Certificate in Information Technology (IT) Service Management is an international certificate recognized by the Central Computer and Telecommunication Agency (CCTA)

Audience:- Those who want to achieve ITIL v3 Foundation Certification.

Objectives:

• Prepare for and take the ITIL v3 Foundation Certification Exam
• Identify opportunities to develop IT processes using ITIL v3
• Interact with IT teams using ITIL terminology and concepts
• Explore the components of Service Management processes
• Recognize the importance of IT and business integration
• Explain the benefits of Continual Service Improvement to the organization

Contents

Prerequisites: General IT knowledge is assumed

ITIL Fundamentals

• Defining IT Service Management
• Reviewing the structure and scope of the Foundation Certification Examination
• People, process, technology and partners

The Five Core Processes

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

Service Management as a Practice Concepts of Service Management

The efficient development of new services and the improvement of existing services, Good practice, Functions, Roles and Processes

The Service Lifecycle

• The ongoing design, development and utilization of services
• Utility and Warranty
• Service Design and the business
• IT and the business integration

ITIL v3 Core Concepts

Identifying and documenting the services

• Service Portfolio
• Service Catalog
• Business case
• Risk
• Service model
• Service provider
• Supplier
• Service Level Agreement(SLA)
• Operational Level Agreement(OLA)
• Contract
• Service Design Package (SDP)

Data information and knowledge

• Configuration Management System
• Service Knowledge Management System(SKMS)
• Definitive Media Library(DML)

Optimizing the infrastructure

• Service Request
• Change and Release
• The seven Rs of Change Management
• Event, Alert and Incident
• Problem and Workaround
• Known Error and Known Error Database (KEDB)
• Service Measurement
• Availability
• Diagrams to illustrate the infrastructure

ITIL v3 Key Principles and Models

Service Strategy

• The three types of Service Providers
• Perspective, position, plan or pattern

Service Design

• Service Portfolio design
• Technology design
• Process design
• Insourcing, outsourcing and partnership

Service Transition

• The Service V model
• Business value, asset and configuration management

Service Operation

• Quality of Service vs. Cost of Service
• Reactive vs. proactive

Continual Service Improvement

• Plan, Do, Check, Act
• Business mission, goals and objectives

ITIL v3 Processes

The roles in Service Management

• Defining the market
• Strategic assets
• Service Level Management
• Information Security Management
• Supply Management

Resilience and reliability in Service Management

• Availability Management
• Event Management
• Release and Deployment Management

Service Management Functions and Roles

Outlining IT organization functions

• Service Desk function
• Technical Management function
• IT Operations function
• Process owner
• Service owner

Defining service roles

• Service Design roles
• Service Transition roles
• Service Operation roles
• Continual Service Improvement roles