ITIL® v3 Foundation Certification Boot Camp

1. Introduction and Overview

2. ITIL Concepts

• Origins of ITIL
• ITSM - A Real-Life World of Experience
• The History of ITIL
• Why Refresh
• Concepts We Need to Know
• Good Practice
• IT Service Management
• Service
• Service Model
• Function - Process - Role
• What is a Process?
• Process Characteristics
• IT Governance and Service Lifecycle
• ITIL Concepts Checkpoint

3. Continuous Service Improvement

• CSI and the Service Lifecycle
• Managing through the Lifecycle
• CSI Model
• Principles of CSI
• CSI and Organizational Change
• Ownership
• Role Definitions
• Drivers
• Service Level Management
• Continuous Improvement
• Service Measurement
• Knowledge Management
• Benchmarks
• Governance
• Frameworks, Models, and Quality Systems
• 7-Step Improvement Process
• CSI Program Concepts

4. Service Operation

• Service Operation and the Service Lifecycle
• Purpose, Goals, and Objectives of Service Operation
• Scope of Service Operation
• Service Operation's Value to the Business
• Principles of Service Operation

5. Service Transition

• Service Transition and the Service Lifecycle
• Service Transition Model
• Purpose, Goals, and Objectives of Service Transition
• Scope of Service Transition
• Service Transitions Value to the Business
• Principles of Service Transition

6. Service Design

• Service Design and the Service Lifecycle
• Service Design Model
• Purpose, Goals, and Objectives of Service Design
• Scope of Service Desig
• Service Design's Value to the Business
• Principles of
• Service Design

7. Service Strategy

• Service Strategy and the Service Lifecycle
• Service Strategy ModelPurpose, Goals, and Objectives of Service Strategy
• Scope of Service Strategy
• Service Strategy's Value to the Business
• Principles of Service Strategy

8. Open itSM Solutions

• Open Frameworks, Methods and Standards
• The Service Provider Model
• The Open itSM Solutions Reference Model

9. Review Program

10. Self-Study and Exam Preparation