• IT managers, IT staff and process owners.
• Application, project and business managers directly involved in IT.
• Any member of an IT organization in delivery of IT services.

• Understand the main processes, relationships, benefits and challenges of ITIL v3
• Gain insight into the holistic service lifecycle approach that forms the core of ITIL v3
• Understand how these processes contribute to making an IT organization manageable
• Learn the most important ITIL v3 definitions
• Gain access to a standardized vocabulary
• Prepare yourself for the certified ITIL v3 Foundation examination

Day 1:
Introduction to ITIL and Best Practice, Service Lifecycles, Service Operation (including Incident Management and
the Service Desk), Service Transition (including Change Management), Business Simulation round one.

Day 2:
Service Strategy (including the four main activities of strategy, Service Portfolio and Service Catalog). Business Simulation round two. Service Design (including the Service Design package, Service Level Management and the 4Ps: People, Processes, Products, Partners). Business Simulation round three.

Day 3:
Continual Service Improvement (including 7-Step Improvement Process, Deming Cycle and the CSI Model).
Sample exam and feedback session.
Exam for the v3 Foundations certificate