Overview

This dynamic 3-day course introduces the ITIL Service Lifecycle for managing IT services to deliver on business expectations, and an engaging, case study based approach to learning the core disciplines of ITIL practices. While this course will not enable holders of the certificate to implement practices for Service Management without further guidance, students will be positioned to successfully pass the exam required for entry to all intermediate or advanced certification tracks. The Foundations V3 exam will be taken on the third day of class and is included in the cost of the course. Version 3 practice is composed of 5 core disciplines: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, within a life cycle framework enhancing alignment to the business while demonstrating business value, ROI and enabling IT to solve specific operational needs.

This project funded in whole or part with funds from Employer Workforce Training Funds administered by the Oregon Department of Community Colleges and Workforce Development and Worksystems, Inc.

Course Outline

Training Objectives:

The ITIL Version 3 best practice is composed of five core disciplines:

• Service Strategy
• Service Design
• Service Transition
• Service Operations
• Continual Service Improvement

These disciplines represent a Service Lifecycle framework that further enhances IT alignment to the business while demonstrating business value, ROI & enabling IT to solve specific operational needs.

At the end of this course, you will be able to:

• Understand and explain the key principles and concepts of IT Service Management.
• Identify strategic benefits of implementing ITIL in an organization, and the need for IT to become integrated with Business Services.
• Explain basic ITIL concepts, definitions and processes and how they map to the Service Lifecycle.
• Identify the basic concepts and definitions related to the Service Lifecycle.
• Identify the activities and roles involved with the Service Lifecycle.
• Identify opportunities for Continual Service Improvement, not merely in daily operations, but across all aspects of IT Service delivery.
• Identify the factors that affect the effectiveness of the Service Lifecycle.
• Successfully negotiate the exam in preparation for gathering further capabilities for yourself and your organization.

Agenda

• Service Management as a Practice
• Service Lifecycle
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Technology and Architecture
• Exam Prep
• Exam

Instructor Bio

Mr. Anessi offers 30 years of practical, operational experience in all areas of IT Support, Technology Development, Training and Customer Service. His resume includes leadership and management of Hardware and Software development teams, Data Centers, Network Operations Centers and Service Desks, and IT organizations of 700+ personnel with working budgets of more than $100 million. Embracing ITIL Service Management principles in 1994, he has been an active proponent and architect of many ITIL based initiatives designed to bring strategic business objectives and everyday IT tactical and operational goals into alignment during each of these positions.

Mr. Anessi is an enthusiastic teacher with a passion for his subjects, and years of experience provide him with an enhanced set of relevant use cases for students to embrace, increasing his ability to bring the subject matter to students in practical and engaging terms. He is accomplished at all levels of ITIL instruction, including Service Manager lead, with class certification and satisfaction rates among the highest in the industry.