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The ITIL® v3 Foundation course provides delegates with an overview of the IT Service Management Lifecycle and its supporting processes, functions and roles. The course will enable delegates to understand how an integrated IT Service Management (ITSM) framework can be adopted and adapted within their own organisations.

All of the ITIL® v2 processes are contained within v3, with a greater emphasis on how to demonstrate value to the business. The course prepares students for the Foundation Certifi cate in ITSM examination, which takes place on the last day of the course.

ITIL® V3’S FIVE CORE BOOKS ARE:

Service Strategy – this looks at overall business aims and expectations to ensure that IT strategy is mapped to them correctly Service Design – this begins with a set of new or changed business requirements and concludes with the development of a solution that is designed to meet the documented needs of the business Service Transition – this is concerned with managing change, risk and quality assurance. Its objective is to implement service designs in order that service operations can manage the services and infrastructure in a controlled manner Service Operation – this is concerned with ‘business as usual’ activities Continual Service Improvement – this has an overall view of all the other elements and looks for ways in which the overall process and service provision can be improved

COURSE MEDIUM: Classroom slides Textbook

COURSE DURATION: 3 days, including a 60 minute, 40 question multi-choice exam

WHO SHOULD ATTEND?ITIL® v3 Foundation Certifi cate is suitable for anyone working in IT services requiring more information about the ITIL® best practice framework or individuals who are v2 certifi ed and wish

to upgrade their knowledge and receive v3 certifi cation.

OUTPUTSIn this course delegates will learn about:

ITIL’s® key concepts, defi nitions and objectives ITIL’s® service-driven lifecycle approach and the fi ve key stages of this model The structure, components and processes of the fi ve core ITIL® books How ITIL® processes can improve IT operations High level descriptions of the main activities, goals, benefi ts, challenges and management reporting for the respective processes for each of the fi ve core books in the service lifecycle Outlines of the relationships between the ITIL® processes for each of the fi ve core books in the service lifecycle

BENEFITS FOR YOUR BUSINESS ROI -The most signifi cant benefi t of ITIL® v3 is that it not only shows your IT department what to do to improve IT operations but also how to do it, thus enabling a more cost-effective and effi cient operation Improved resource utilisation and elimination of redundant work Services will meet business, customer and user requirements Improved availability, reliability and security of business-critical IT services

COSTPlease contact Marval Africa Education (education@marvalsa.net) for further information.

WHERE WILL IT BE HELD?This course is run at Marval Africa’s Education Centre in Johannesburg, South Africa; alternatively it can be delivered on site or at a venue of your choice.

ITIL® FOUNDATION