Xpertised Offers Online Interactive ITIL V3 Foundation Training delivered from certified trainers from across the country. Xpertised is an Industry leader in Online Interactive/Corporate Training for Professional Certification Courses.

1. ITIL V3 Foundation

2. Service Management as a practice:
• Concept of Good Practice.
• Concept of a Service
• Concept of Service
Management
• Functions, Rolesand Processes
• Process model.
• Characteristics of processes.
• The Service Life cycle:
Service Strategy:
• How Service Assets are the
basis for Value Creation
• Basics of Value Creation
through Services
• Service Portfolio Management
(SPM)
• Demand Management
• Financial Management
Service Design:
• Understand the importance of
People, Processes, Products
and Partners for Service
Management.
xpertised
ITIL V3 Foundation
• The five major aspects of
Service Design
• Service Level Management
(SLM)
• Supplier Management
• Capacity Management
• IT Service Continuity
Management
Service Transition:
• Service Vmodel
• Change Management
• Service Assetand
Configuration Management
(SACM)
• Release and Deployment
Management
Service Operation:
• IT Services versus Technology
components.
• Stability versus
Responsiveness.
• Quality of Service versus Cost
of Service.
• Reactive versus Proactive.
• Incident Management.
• Event Management
• Request Fulfilment
• Problem Management
• Access Management
• The Service Desk function
• The Technical Management
function
• The Application Management
function
• The IT Operations Management
function (IT Operations Control
and Facilities Management)
Continual Service Improvement:
• Plan, Do, Check and Act (PDCA)
Model to control and manage
quality
• Continual Service Improvement
Model
• Role of measurement for
Continual Service Improvement
• The 7 step improvement
process