ITIL Certification v3 Curriculum Outline
ITIL V3 - Service Transition Processes and Principles
Overview/Description
IT organizations need to transition their service designs into operations. Service Transition processes are important to provide companies with information to ensure that their service design solutions will achieve their expectations. This course will help learners understand Service Transition processes.
Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization, and indiums preparing for the ITIL V3 Foundation exam.
Expected Duration
2.5 hours
Objectives :Basics of Change Management
Identify Change Management scope and objectives Identify policies that support Change Management Recognize examples of normal, standard, and emergency changes Change Management Process Activities
- Recognize factors to consider when recording and reviewing the RFC
- Recognize factors to consider when assessing and evaluating the change
- Recognize factors to consider when authorizing, coordinating, reviewing, and closing the change
Change Triggers, Inputs, Outputs, KPIs, and Roles
- Recognize how components and processes are affected by the Change Management process
- Identify KPIs that organizations use to measure change
- Match Change Management roles with responsibilities
Service Asset and Configuration Management
- Recognize the functions of the Configuration Management System (CMS)
- Recognize the responsibilities of Service Asset and Configuration Management roles
Release and Deployment Management
- Recognize how to determine release-unit levels, which deployment option to choose, and what model to use to build and deploy the release
- Match Release and Deployment roles with given examples
The Service V-Model
- Identify the features of the Service V-Model
Knowledge Management
- Identify the components of the DIKW structure
- Identify the relationship between the SKMS, CMDB, and CMS
- Identify Knowledge Management tools
Back to ListITIL V3 - Service Design Processes
Overview/Description
IT organizations require information to create the design specifications necessary to provide IT services to their customers. Service Design processes are important because they provide organizations with information that will affect their decisions on designing solutions for new or changed services. This course is intended to introduce learners to the Service Design processes.
Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.
Expected Duration
2.5 hours
Objectives :Introduction to Service Level Management
Recognize the basic concepts of Service Level Management Identify the scope of the Service Level Management process Identify the objectives of Service Level Management Service Level Management Process Activities
- Recognize how to conduct the activities involved in the negotiating phase of the SLM process
- Recognize how to conduct the activities in the monitoring and reporting phases of the SLM process
- Recognize the activities in the reviewing phase of the SLM process
Effective Service Level Management
- Recognize the KPIs to judge the effectiveness of Service Level Management activities
- Recognize examples illustrating the challenges to effective Service Level Management
Service Catalog and Availability Management
- Recognize the characteristics of the Service Catalog
- Recognize which Availability Management formula to use in given scenarios
- Recognize the responsibilities of the Service Catalog manager and the availability manager
Capacity Management and Supplier Management
- Recognize the focus of Capacity Management subprocesses
- Recognize the components of the Supplier and Contracts Database
- Recognize the responsibilities of the capacity manager and the supplier manager
Information Security Management and ITSCM
- Recognize the components of the ISM and the objectives of the ISMS elements
- Sequence the stages of ITSCM Lifecycle
- Recognize the responsibilities of the security manager and the IT service continuity manager
Back to ListITIL V3 - Service Design Fundamentals
Overview/Description
IT organizations must design their services according to their business objectives, thereby aligning those services with their business needs. Within ITIL, Service Design is a phase of the Service Lifecycle that helps IT organizations create the design specifications to provide these IT services.
Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.
Expected Duration
2.0 hours
Objectives :Aspects of Service Design
Identify the five aspects of Service Design Recognize how to ensure that Service Design scope is aligned with business needs Design Service Solutions and Service Portfolio
- Identify considerations when designing a service solution
- Identify the options of status within the Service Portfolio
Design Technology Architectures
- Match roles in the Enterprise Architecture with their functions
- Recognize the areas to consider when designing a management architecture that integrates IT needs with business needs
Design Processes
- Identify the features of process design
Design Measurement Systems and Metrics
- Recognize scenarios that illustrate metric tree benefits
Service Delivery Strategies
- Recognize which service delivery strategy to use in a given scenario
- Match delivery strategies with descriptions
Service Design Tools
- Identify how the use of tools facilitates the Service Design process
Back to ListITIL V3 - Service Operation Principles and Functions
Overview/Description
IT organizations must manage their day-to-day service operations according to their business objectives, so that their services are aligned with their business needs. Within the IT Infrastructure Library (ITIL), Service Operation is a phase of the Service Lifecycle that helps IT organizations manage their daily operations to provide these IT services. This course is intended to help learners understand Service Operation with the Service Lifecycle.
Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.
Expected Duration
2.0 hours
Objectives :Achieve Balance in Service Operation
Differentiate between examples of the conflicts that Service Operation aims to balance Identify the key conflicts that Service Operation must balance The Role of Communication in Service Operation
- Identify the best practice principles for effective communication in Service Operation
- Identify strategies for facilitating successful meetings
Service Desk Roles and Objectives
- Determine which service desk structures to use in given examples
Service Desk Staffing and Metrics
- Recognize examples of the factors to consider when determining staffing
- Recognize how to measure the effectiveness of the service desk
Other Service Operation Functions
- Recognize the dual role of Technical Management
- Recognize how IT Operations Management achieves balance between its dual roles
- Identify the four roles of Application Management
Back to ListITIL V3 - Service Strategy Fundamentals
Overview/Description
IT organizations face a variety of challenges to maintain a strategic advantage over their competitors. Within IT Infrastructure Library (ITIL), Service Strategy is a phase of the Service Lifecycle that helps IT organizations create value for their organizations through their service assets. This course examines how value is created through service assets, and how these service assets can perform better through service automation. It also details the four main activities in the Service Strategy process.
Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.
Expected Duration
2.4 hours
Objectives :Create Value with Assets and Services
Recognize how organizations use assets to create and add value Automate Service Processes
- Recognize how to implement service automation guidelines
- Identify the advantages of service automation
Define the Market
- Recognize examples of defining the market activities
Develop Offerings
- Recognize how identifying the market space helps when developing offerings
- Recognize how to determine if there is value in a service
- Identify how the Service Portfolio assists in developing offerings
Develop Strategic Assets
- Identify reasons why organizations should develop Service Management as a strategic asset
- Recognize how an organization develops Service Management as a strategic asset in a given example
Prepare for Execution I
- Recognize examples of the first five steps in preparing for execution
Prepare for Execution II
- Recognize examples of steps six to ten in preparing for execution
Back to ListITIL V3 - ITIL and the Service Lifecycle
Overview/Description
Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL) can help organizations achieve these goals and increase external and internal customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to ensure these capabilities are fully utilized. This course addresses using service management as a practice for IT companies.
Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.
Expected Duration
1.5 hours
Objectives :ITIL Overview
Match the organizations involved with the IT infrastructure library and examinations with their role Identify the reasons for ITILs success Identify the features of the ITIL qualification and examination scheme Basics of Service and Service Management
- Identify how a service can provide value
- Identify the features of services
- Identify the features of Service Management
The ITIL Service Lifecycle
- Match each ITIL volume with a description of what it provides
- Recognize the goals and objectives of each Lifecycle phase
Scope and Value of Lifecycle Phases
- Recognize the scope of each Service Lifecycle phase
- Recognize the value of each Service Lifecycle phase
Lifecycle Roles, Functions, and Processes
- Recognize definitions of functions, roles, and processes
Back to ListITIL V3 - Continual Service Improvement Fundamentals
Overview/Description
IT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL, Continual Service Improvement (CSI) is a phase of the Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will improve the services they offer their customers.
Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.
Expected Duration
1.5 hours
Objectives :Measuring Services for CSI
Identify the metrics organizations gather to support CSI activities The 7-Step Improvement Process
- Sequence examples that illustrate the steps in the 7-step improvement process
Service Level Management
- Identify the role of SLAs and SIPs in Service Level Management
CSI Supporting Roles
- Match process owner, service owner, service manager, and CSI manager with responsibilities
- Identify the roles involved in the 7-step improvement process
Using Models for CSI
- Recognize how to implement the Deming cycle in CSI in a given example
- Sequence the steps in the CSI model
- Identify the characteristics of the RACI authority matrix
Back to ListITIL V3 - Service Strategy Processes
Overview/Description
In order to decide the best path for an IT service organization to grow, service providers need to develop a strategy to maintain an advantage over their competitors. This course details the processes that affect Service Strategy.
Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.
Expected Duration
1.1 hours
Objectives :Service Portfolio Management
Sequence examples of the Service Portfolio Management process Demand Management
- Identify the role of Pattern of Business Activity (PBA) and User Profile (UP) in Demand Management
- Distinguish between SLPs and CSPs
Financial Management
- Recognize the characteristics of Financial Management concepts
- Recognize examples of Financial Management key inputs
- Recognize examples of Financial Management key outputs
Back to ListITIL V3 - Service Operation Processes
Overview/Description
IT organizations need to ensure that their services are operating properly. Service Operation processes are important because they enable organizations to correctly perform, manage, and control their day-to-day operations. This course is intended to help learners understand the Service Operation processes within the ITIL Service Lifecycle.
Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL V3 Foundation exam.
Expected Duration
1.5 hours
Objectives :Introduction to Incident Management
Recognize how to measure, and how to identify the challenges to, effective Incident Management Match Incident Management roles with responsibilities Incident Management Process Activities
Back to List1yr license: $187.00 per course
*Contact a Training Advisor for Discounted Student and Corporate pricing*
ITIL Certification v3
(Information Technology Infrastructure Library)
ITIL® (the IT Infrastructure Library®) is the most widely accepted approach to IT service management in the world and is supported
by professionals who have obtained their ITIL certification v3. Because it provides a cohesive set of best practices, drawn from the
public and private sectors internationally, professionals benefit from ITIL training to help them pass the ITIL certification v3 exam.
IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology
and the huge range of organizational environments in which it operates, it is in a state of constant evolution, which makes ITIL
training critical for professionals to stay informed. ITIL has undergone a major refresh which is reflected in ITIL v3 and represents
an important evolutionary step in its life.
The refresh has transformed ITIL certification v3 guidance from providing a great service to being the most innovative and best in
class. V3 allows users to build on the successes of V2, but take IT service management even further.
ITIL version 3 is supported by a comprehensive qualifications scheme, accredited training organizations, and implementation and
assessment tools, making it critical for professionals to participate in ITIL training in preparation for their ITIL exam.
Benefits of CBT Direct’s Online ITIL Certification Training
CBT Direct boasts the most beneficial online certification training on the market. With online training, you have the flexibility
to study on your schedule, and with the speed and reliability of the internet, CBT Direct’s ITIL training course is accessible anywhere
you have an internet connection. Convenience finally costs less with CBT Direct – the most affordable online training solution today.
The unique design of CBT Direct’s ITIL certification v3 course emphasizes learner initiative, self-management and experiential
learning. CBT Direct’s online course design begins with the definition of user-focused performance objectives and then proceeds to
the selection and implementation of instructional strategies and learning activities appropriate for those objectives. This effective
instruction model for CBT Direct’s ITIL training course ensures the greatest level of comprehension and retention to prepare you for
your ITIL exam.
CBT Direct also offers online mentoring for over 100 current major certification exams, including ITIL certification v3, for IT
professionals and end-users alike. CBT Direct’s mentors have a minimum of 20 certifications each and are available 24/7*.
* Available for most courses.
Who Benefits from CBT Direct’s ITIL Training?
This course is for information technology managers and support personnel who are looking to improve and streamline the processes
used to support the deployment of information technology within an organization, and individuals preparing for the ITIL certification
V3 exam.
What Professionals Will Learn from CBT Direct’s ITIL Training
Professionals who participate in CBT Direct’s ITIL certification v3 training will understand the reasons for ITIL’s popularity and
success as well as the features on the ITIL qualification examination scheme.
Our ITIL training program covers the basics of service and service management by identifying how a service can provide value, the
features of services and the features of service management. Professionals will be shown how the ITIL Service Lifecycle matches to
each ITIL volume in the ITIL book set with a description of what it provides as well as the goals and objectives of each phase.
Click here to see a detailed curriculum outline.
IT organizations require information to create the design specifications necessary to provide IT services to their customers.
Service design processes are important because they provide organizations with information that will affect their decisions on
designing solutions for new or changed services. CBT Direct’s ITIL certification v3 training is intended to introduce learners to
the service design processes.
By taking our ITIL training course, learners will be able to identify reasons why organizations should develop service management
as a strategic asset and recognize how an organization develops service management as a strategic asset in a given example.
ITIL training will help professionals identify the role of Pattern of Business Activity (PBA) and User Profile (UP) in demand
management. They will also learn how to recognize the characteristics of Financial Management concepts, understand Financial Management
key inputs and key outputs.
In preparation for their ITIL certification v3 exam, candidates will study aspects of service design, design technology
architectures, design processes and measurement systems and metrics. Our ITIL training will also help them become knowledgeable
in service delivery strategy, service design tools and process activities.
CBT Direct’s ITIL certification v3 training covers basic concepts of IT service management, the production and maintenance of IT
policies, architectures and documents for the design of innovative IT infrastructure service solutions and processes. Professionals
who participate in our ITIL training program will recognize the benefits of the program when they successfully complete the ITIL exam
and put into practice the knowledge they gained.
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