knowledgewoods itilv3 foundation level program v1 0

8/8/2019 KnowledgeWoods ITILv3 Foundation Level Program V1 0

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1 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825

Version 1.0 | Document Owner Bhaskar Chowdhury |E-Mail : [email protected]

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KNOWLEDGEWOODS ITIL V3FOUNDATION PROGRAM


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Table of Contents

1. What is ITIL 32. ITIL: Overview and Benefits 33. Adopting ITIL can offer users a huge range of benefits 34. ITIL Users 35. ITIL V3 Qualification Scheme 46. About ITIL V3 Foundation 57. Why should one take ITIL Foundation 58. Course Title 59. Learning Objectives 510.Overview 511.Duration 512.Program Outline 613.Contents 614.Audience 715.Deliverables 816.Format 817.Why Get Certified? 818.Eligibility Criteria 819.Benefits 820.About KnowledgeWoods Consulting 921.Partial Client List 12


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What is ITIL?

ITIL - Information Technology Infrastructure Library is the most widely adopted approach for

Information Technology (IT) Service Management in the world.

It provides a practical, easy to implement framework for identifying, planning, delivering and

supporting IT services to the business.

ITIL: Overview and Benefits

ITIL advocates that IT services must be aligned to the needs of the business and underpin the core

business processes. It provides guidance to organisations on how to use IT as a tool to facilitate

business change, transformation and growth.

The ITIL best practices are currently detailed within five core publications which provide a

systematic and professional approach to the management of IT services, enabling organisations to

deliver appropriate services and continually ensure they are meeting business goals and delivering

benefits.

The five core guides map the entire ITIL Service Lifecycle, beginning with the identification of

customer needs and drivers of IT requirements, through to the design and implementation of the

service into operation and finally, on to the monitoring and improvement phase of the service.

Adopting ITIL can offer users a huge range of benefits that include:

Improved IT services Reduced costs Improved customer satisfaction through a more professional approach to service delivery Improved productivity Improved use of skills and experience Improved delivery of third party service.

ITIL Users

ITIL has been adopted by thousands of organisations worldwide, such as NASA, the UK National

Health Service (NHS), HSBC bank and Disney. ITIL is also supported by quality services from a

wide range of providers including examination institutes, accredited training providers and

consultancies, software and tool vendors and well known service providers such as IBM, Telefonica,HP and British telecom (BT).

A comprehensive qualifications scheme offering a variety of training courses and certifications has

been developed against the guidance. This scheme can help organisations to effectively implement


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ITIL, achieving success by ensuring that employees have the relevant knowledge, skills and

techniques, but most importantly, ensuring the entire organisation is using a common language and

are fully invested in the process.

ITIL Best Practices also underpin the foundations of ISO/IEC 20000 (previously BS15000), the

International Service Management Standard for organisational certification and compliance.

Organisations can therefore implement ITIL to achieve organisational certification.

ITIL V3 Qualification Scheme

The ITIL Qualifications scheme provides a modular approach to ITIL certification, and is comprised

of a series of certifications focused on different aspects of ITIL Best Practice, to various degrees of

depth and detail.

There are four levels of

certification within the scheme:

ITIL Foundation in IT ServiceManagement

ITIL Intermediate Level ITIL Expert Certificate ITIL Master QualificationThe modular, tiered structure of

the certification not only

offers candidates the flexibility

in relating to the different

disciplines and areas of ITIL, but

generally makes ITIL certification

more accessible and achievable.


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About ITIL V3 Foundation

The Foundation Level is the entry level certification which offers candidates a general awareness of

the key elements, concepts and terminology used in the ITIL V3 Service Lifecycle, including the

linkages between Lifecycle stages, the processes used and their contribution to Service Management

practices.

Why should one take ITIL Foundation?

Upon successful completion of the education and examination components related to thiscertification, candidates can expect to gain a general overview, and basic knowledge and

understanding of ITIL.

Successful completion of the Foundation certificate also fulfills the prerequisite entry criteriafor the next level of study within the ITIL qualifications scheme, the ITIL V3 Intermediate

Level.

Course Title

ITIL V3 Foundation Training ProgramLearning Objectives

Provide insight into the best practices for IT Service Management (ITSM). Explain & discuss ITIL V3 framework structure and basic concepts Identify the goals, objectives, metrics & activities for each process Understand how ITIL processes relate to the roles and responsibilities of an IT

department

Focus on core principles of ITIL practices for Service Management and relationshipsbetween the ITIL processes.

Prepare participants for the ITIL Foundation certificate exam.

Overview

The purpose of the ITIL Foundation certificate in IT Service Management is to certifythat the candidate has gained knowledge of the ITIL terminology, structure and

basic concepts and has comprehended the core principles of ITIL practices for

Service Management.

Duration

Foundation Course: Three(3) Days


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ITIL V3 Foundation - Program Outline

This Foundation course is designed to enable delegates to understand the disciplines and processes

that help service management staff to deliver and support quality products and services.

During Three(3) Days, delegates will gain knowledge of the internationally recognized best practice

terminology, structure, basic concepts and the core principles of ITIL v3 practices for Service

Management.

1. Service Management as a practice Good Practice

Service

Service Management

Functions

Processes Process model

Characteristics of processes

7. Roles Role and the responsibilities of: Process owner Service owner RACI model

2. Service Life Cycle Structure of Service Lifecycle Goals and objectives of service lifecycle

components

8. Service Strategy

3. Generic concepts and definitions 9. Service Design4. Key Principles and Models 10. Continual Service Improvement5. Processes

Service Strategy Service Design Service Transition Service Operation

11. Technology and Architecture Service Automation Integrating Service Management processes

6. Functions Service Desk function Technical Management function Application Management function IT Operations Management function IT Operations Control and Facilities Management

Contents

What is ITSM? Service Management as a practice Introduction to ITIL Service Lifecycle Generic concepts and definitions


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Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes Service Operation Functions

The Service Desk function Technical Management function Application Management function IT Operations Management function

Continual Service Improvement Roles Technology and Architecture ITIL Qualification scheme Mock exam

Audience

IT professional who require basic understanding of the ITIL Framework An individual who is responsible for the delivery of IT services in an organization and

need to understand how ITIL Framework can be used to enhance the quality of IT

service management within an organization.

The program will also benefit:- IT Service Providers IT Directors and Managers CIO Business Managers Service Management Consultants and Contractors Pre-Sales Consultants Business Process Owners Assistant Manager/Manager Quality Operations Configuration Manager Delivery Leader/Manager Infrastructure Project Leader/Manager Support Engineer Network Engineer IT Desk Executive Subject Matter Experts IT Administrators Manager/Assistant Manager Information Security


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Deliverables

Student Handbook Practice Questions

Format

Classroom - Three (3) daysWhy Get Certified?

Widely recognized Service Management Certification Certification increases your Marketability Approval of your knowledge of Service Management Proof of Professional Achievement Improves the way you manage your Projects and IT Services

Better Job prospectsEligibility Criteria

No mandatory pre-requisites to attend the ITIL Foundation course.

Benefits

Understand the common language of ITIL, understood by IT professionalsworldwide, and will increase your standing within the IT community.

Understand an adaptive and flexible ITIL framework managing IT services

Will be able to prepare and clear the ITIL V3 foundation certification Improve your Employment Prospects


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About KnowledgeWoods Consulting

Registered Member of the Microsoft Partner Program

KnowledgeWoods Consulting Pvt. Ltd. is an International Consulting and Training Company with a

focus on providing customer centric solutions which are:-

1. Business, Technology & Quality driven2. Cost-Effective3. Globally Deliverable within agreed Timelines & BudgetWith rich and diverse exposure across industry verticals like Information Technology, BPO, Civil,

Construction, Defense, Government, Telecom, Oil and Gas, Banking and Financial Services Industry,

Energy, Power Distribution KnowledgeWoods Consulting Staff adopt an innovative approach to

ensure an in-depth understanding of customers business needs.

PMI's Global Registered Education Provider (R.E.P Provider ID - 2835), KnowledgeWoods Consulting

Pvt. Ltd. provides Consulting, Training and Support Services in the domain of Project Management

with particular emphasis on Globally Recognized Project Management Certifications like PMP,

CAPM, Prince2 just to name a few.

Member of Microsoft Partner Program, KnowledgeWoods Consulting specialize in helping clients

leverage the industry-leading project management software from Microsoft (Project Professional,

Project Server, SharePoint) and Primavera to incorporate Best Practices in Project Management in

the organization culture.

Acknowledging that your Human Resource Development Needs are unique, KnowledgeWoods

provides range of Employee Development Programs & Human Resource Consulting Solutions

tailored to suit your specific requirements.

We also provide you the option of Bringing a Training Onsite at your company premises offering

organization the benefit of Customized Training Program that addresses your exact business

challenges, issues and provides a more personalized learning experience while reducing/eliminating

travel expenses.

Whether you are looking to train a particular department or systematically roll out an

organization-wide initiative, the advanced Adult Learning Techniques and Project Management Best


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Practices employed by KnowledgeWoods Consulting will create an intimate training atmosphere that

maximizes knowledge transfer to develop, enhance and retain the talent within your organization.

With presence in India, Middle East and Republic of South Africa KnowledgeWoods Consulting is

committed to facilitate companies in the task of developing and maintaining competitiveadvantage, ensuring growth and survival in the competitive business scenarios, through the design

and delivery of the highest standards of professional training, consulting and support services.

KnowledgeWoods Services Snapshot:-

1. Microsoft Office Project 2007 & Newly Launched Microsoft Project 2010

Training : Two Days/Three Days Consulting : Macro Development Support : Providing Project Managers/Project Analysts

2. Enterprise Project Management using Microsoft Project Server 2007 & Newly Launched

Microsoft Project Server 2010 Training : For Project Managers, Team Members, Resource Managers, Executives Consulting : Implementation across the enterprise Support : Post Implementation Support

3. Project Management Training

Customized Project Management Training Programs 100% Pass Money Back Guarantee PMP/CAPM Preparation : Four Day/Five Days Programs Prince2 Foundation & Practitioners Level Training ITIL V3 Foundation Level Training Project Management Concepts Software Project Management

Project Management Concepts for Engineering Procurement Construction (EPC) Vertical Risk Management Program Management Earned Value Management Project Estimation and Scheduling Change Management Portfolio Management Managing outsourcing effectively Essential Interpersonal Skills for Project Managers Essential Leadership Skills for Project Managers Negotiation Skills for Senior Project Staff Mentoring skills for Senior Project Staff

Counseling skills for Project Staff

3. Project Management Consulting

Learning Competency Organizational Development Project Implementation


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4. Microsoft Office SharePoint Server 2007 & Newly Launched Microsoft Office SharePoint Server

2010

Training : For Administrators, End Users Consulting : Implementation Support : Post Implementation Support

5. Soft Skills Training / Employee Development Programs across : Sales, Customer Relationship,

Recruitment, Leadership Development, Negotiation, Communication Skills, Business Etiquettes,

Supervisory Development, Personal Effectiveness, Change Management, Managerial Effectiveness,

Interviewing Skills, Campus to Corporate Transition just to name a few.

Also, KnowledgeWoods Consulting Team was recognized for their role of Subject Matter Expert in

designing and developing Microsoft E-Learning Courses on Project Server 2007 Design.

Course 6758AE: Designing the Deployment of Microsoft Office Project Server 2007

Course 6846 : Designing the Microsoft Office Enterprise Project ManagementSolution

Course 6847 : Designing Site Structure and Navigation in Microsoft Office ProjectServer 2007

Course 6848 : Designing Site and Content Security in Microsoft Office Project Server2007

Course 6949 : Designing a Microsoft Office Project Server 2007 InfrastructureMore information about the course can be found at:-

http://www.microsoft.com/learning/elearning/course/6758.mspx


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Partial Client List

Disclaimer:- KnowledgeWoods Consulting Pvt. Ltd. is a Project Management Institute (PMI) Global Registered Education

Provider (R.E.P.). KnowledgeWoods Consulting Pvt. Ltd. is committed to contribute towards the ongoing professional

development of PMI Members, PMI-certified Project Management Professionals (PMP), and other project management

stakeholders through appropriate project management learning activities and products.

PMI and the PMI logo are service and trademarks registered in the United States and other nations; PMP and the PMP logo

are certification marks registered in the United States and other nations;

ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries

All other trademarks, logos are property of their respective owners.

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