ITIL Foundation : 05 ITIL Foundation Service Management Practices Program A 3 day….
Student Folder ITIL V3 Foundations Program V3.05 ITIL Foundation Service Management Practices Program A 3 day Introductory program for IT Service Management best practice 1 Copyright Notes: The Art of Service, [email protected], 2008 The program has been developed and accredited in accordance with guidelines provided by EXIN. Copyright The Art of Service Pty Ltd 2008 This documentation is part of the standard program material of The Art of Service Pty Ltd 1 Student Folder ITIL V3 Foundations Program Lesson 1 – Managing Expectations Your presenter — ITIL Diploma Managing Across the Lifecycle SS SD ST SO CSI Lifecycle Modules OSA PPO RCV SOA Capability Modules ITIL v2 ITIL v2 Managers Practitioner Certificate Certificate ITIL v3 Foundation Certificate in IT Service Management V3 Foundation Bridge ITIL v2 Foundation Certificate 13 OSA – Operational Support & Analysis PPO – Planning, Protection & Optimization RCV – Release, Control & Validation SOA – Service Offerings & Agreements V1/V2 Certification V2 ITIL Foundation V2-V3 Foundation Bridge V2 ITIL Practitioner Clusters: Plan & Improve Agree & Define Support & Restore Release & Control Single Practitioner programs 3.5 3.5 3.5 3.5 2 Credit 1.5 0.5 Holders of 12 credits or more are eligible for the V3 Managers Bridge and Managing Across the Lifecycle, leading to ITIL Diploma Certification.
ITIL Service Manager V1 ITIL Service Manager V2 ITIL Service Manager V3 ITIL Manager Bridge 17 17 5 Copyright The Art of Service Pty Ltd 2008 This documentation is part of the standard program material of The Art of Service Pty Ltd 13 Student Folder ITIL V3 Foundations Program Training & Certification ITIL v2 EXIN Certification Pathway Foundation Certificate in IT Service Management – – 3 Day Course 1 Hour Multiple Choice Exam — What Underpinning Contracts (UCs) are required with external providers in order to support the SLAs? (Maintained by Supplier Management) What Operational Level Agreements (OLAs) are required within your organization in order to support the SLAs? -3- Student Folder ITIL V3 Foundations Program V3.05 ITIL Foundation Service Management Practices Program Day 2: 1 Welcome to Day 2 “ITIL Foundation Program”. Copyright The Art of Service Pty Ltd 2008 This documentation is part of the standard program material of The Art of Service Pty Ltd 1 Student Folder ITIL V3 Foundations Program V3.05 Service Design 2 Service Design’s ultimate concern is the design of new or modified services for introduction into a production (live) environment.
It is also concerned with the design of new and modified processes required to deliver and support these services. Copyright The Art of Service Pty Ltd 2008 This documentation is part of the standard program material of The Art of Service Pty Ltd — Service Validation and Testing How would you ensure that new services meet the functional and technical requirements of your customers? -5- Student Handout ITIL V3 Foundations Program V3.05 ITIL Foundation Service Management Practices Program Day 3 1 Welcome to Day 3 “ITIL Foundation Program”.
Any questions or issues from yesterday??? Copyright The Art of Service Pty Ltd 2008 This documentation is part of the standard program material of The Art of Service Pty Ltd 1 Student Handout ITIL V3 Foundations Program V3.05 Service Operation 2 Copyright The Art of Service Pty Ltd 2008 This documentation is part of the standard program material of The Art of Service Pty Ltd — Evaluate: Improve: (SIP) Reflection: Why do you think the most practices from the ITIL framework can be applied to non-IT businesses? -7- Student Handout ITIL V3 Foundations Program ITIL Foundation Exam – 1 ? ? ? ? ? ? ? 40 questions The correct answer is one of the four Only one answer per question 1 hour 26 out of 40 is a pass (65%) Closed book No notes 87 Copyright The Art of Service Pty Ltd 2008 This documentation is part of the standard program material of The Art of Service Pty Ltd 87 Student Handout ITIL V3 Foundations Program ITIL Foundation Exam – 2 ? ? Read the question CAREFULLY At this level of exam the obvious answer is often the correct answer (if you have read the question carefully!!) Beware of being mislead by the preliminary text for the question If you think there should be another choice that would be the right answer, then you have to choose the “most right” 88 ? ? Copyright The Art of Service Pty Ltd 2008 This documentation is part of the standard program material of The Art of Service Pty Ltd 88 Student Handout ITIL V3 Foundations Program
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ITIL - ITIL Foundation : 05 ITIL Foundation Service Management Practices Program A 3 day….
ITIL - ITIL Foundation : 05 ITIL Foundation Service Management Practices Program A 3 day….