ASK Process, Inc is officially accredited as Accredited Training Provider
for ITILv3 Foundations by EXIN, the examination Institute for Information Science.

All instructors are Certified ITIL Experts.

ITIL® V3 Foundations Prep

2 Days

Understand the best practices in IT Service Management!
Prepare to earn your ITIL® V3 Foundations Certification too!

The IT Infrastructure Library (ITIL®) documents best practices in IT Service Management (ITSM). It provides organizations with a roadmap for improving IT services delivery to all of their customers, while constraining costs and addressing the threats to those services. The ITIL® Foundations certification is the prerequisite to all follow-on ITIL® training, and shows that the certificate-holder understands the basic ITIL® terminology, principles and processes.

This course will take you from any starting-point (even a vague understanding of what ITIL® encompasses) to the level of understanding that will allow you to capitalized on these best practices and successfully sit for your ITIL® Foundations certification.

During this course, you will:

• Learn what ITIL® and IT Service Management are all about
• Understand the IT Service Management Lifecycle
• Master each of the ITIL® Processes and Functions
• Apply each of the ITIL® processes and functions to a case study organization
• Apply each of the ITIL® processes and functions to your own organization
• Answer practice exam questions

Who should attend this course?

• IT Directors and Managers
• IT Team Leads and personnel
• Service Desk Managers and personnel
• Anyone seeking other ITIL® certifications

Course Outline (2 Days):

• Day 1
  1. Introduction to ITIL® and IT Service Management
     • ITIL® Qualification Scheme & the Foundations certificate
     • History of ITSM and ITIL®
     • Basic Concepts and terminology
     • The IT Service Lifecycle
     • Overview of IT Service Lifecycle Phases
  2. Service Operation Lifecycle Phase
     • Incident Management Process
     • Problem Management Process
     • Event Management Process
     • Request Management Process
     • Access Management Process
     • Service Desk Function
     • IT Operations Management Function
     • Technical Management Function
     • Application Management Function
  3. Service Transition Lifecycle Phase
     • Change Management Process
     • Service Validation and Testing Process
     • Release and Deployment Management Process
     • Service Asset and Configuration Management Process
     • Knowledge Management Process
• Day 2
  4. Service Design Lifecycle Phase
     • Service Design Basic Principles
     • Service Catalog Management Process
     • Service Level Management Process
     • Supplier Management Process
     • Capacity Management Process
     • Availability Management Process
     • IT Service Continuity Management Process
     • Information Security Management Process
  5. Service Strategy Lifecycle Phase
     • Service Assets
     • Demand Management Process
     • Financial Management Process
  6. Continual Service Improvement Lifecycle Phase
     • The Deming Cycle
     • Continual Service Improvement Model
     • Measurement and Metrics
     • IT Governance
     • Service Automation and Tool Selection
     • Organizational Roles