Outlines

Overview of ITIL® v3 and Service Management

• What is ITIL® v3?

• ITIL® v3 and Quality

• Service Management

• ITIL® v3 Processes

Service Strategy – Overview of Goals and Objectives

• Define the Market

• Develop Offerings

• Develop strategic assets

• Prepare for Execution

• Service Portfolio Management

• Demand Management

• Financial Management

Service Design – Overview of Goals and objectives + Roles

• Service Level Mgmt & Supplier Management

• Service Catalogue Management

• Availability Management

• Information Security Management

• Capacity Management

• IT Service Continuity Management

Service Transition – Overview of Goals and objectives + Roles

• Change Management

• Service Asset and Configuration Management

• Release and Deployment Management

Service Operation – Overview of Goals and objectives + Roles

• Incident Management

• Event Management

• Request Fulfilment

• Problem Management

• Access Management

• Service Desk

• The Technical Management Function

• The Application Management Function

• The IT Operations Management Function

Continual Service Improvement – Overview of Goals and objectives + Roles

• Continual Service Improvement – 7 Step Improvement Process

• CSI – Improvement Model

• CSI – Deming Cycle

Technology and Architecture – Overview of Goals and objectives

ITIL EXAM simulation

ITIL® v3  Exam

ITIL® v3  Exam ( 1 HR) , delegate can choose to sit for exam at one go or deffered the exam to a later date.