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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]
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
The Swirl logo is a Trade Mark of the Office of Government Commerce
KNOWLEDGEWOODS ITIL V3FOUNDATION PROGRAM
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2 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825
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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3 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825
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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4 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825
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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5 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825
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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7 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825
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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8 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825
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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9 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825
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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10 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825
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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11 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825
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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12 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825
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.