As organizations take on new challenges and opportunities, service management needs to develop. ITIL V3 provides guidance on how to increase the value of an IT service provider’s contribution to its customers and how to have better integration with the business. The overall design of the ITIL books has moved from a process based structure to a service lifecycle structure that creates great opportunities for service improvement.

As an author of the ITIL V3 Service Transition book, ConnectSphere will provide insight into V3 that will make this overview enjoyable and relevant for you. It is designed to facilitate discussion and will introduce the rationale behind some of the changes. ConnectSphere is accredited to provide ITIL education through the Information Systems Examination Board (ISEB). This course is delivered as a public course, or on site course to deliver the topics and relate to challenges that your organization faces. The course concludes with the provision of a half an hour multiple choice examination.

Course Schedule

Learning Objectives

• Understand the differences between ITIL V2 and V3
• Understand the new concepts and terminology in V3 and an overview of the content of each of the ITIL V3 books.
• Gain an awareness of the benefits that can be achieved by applying the ITIL V3 best practices for your customers.
• Identify the various ways that ITIL V3 can add value for your organization

Audience and prerequisites

This course is aimed at people that already have the ITIL V2 Foundation Certificate in Service Management. This certification is the prerequisite forthe intermediate and advanced levels of ITIL certification.

Course Content

• Introduction to ITIL V3
• The service lifecycle – what it means for you and your customers
• Key overall differences between V2 and V3 covering concepts, definitions, terminology and content changes
• Service strategy overview – a look at the overall customer, business aims and expectations to ensure that the service strategy maps onto these.
• Service design overview - takes new or changed business requirements and develops a solution designed to meet the service requirements whilst creating value delivery
• Service transition overview - covers the management of changes, configurations, risk and validates the service design against service requirements
• Service operation overview - covers the business as usual activities to operate the services and infrastructure
• Continual service improvement overview - an overall view and guidance on ways that processes and service provision can be improved.
• The new qualification scheme
• Exercises to consolidate the learning experience
• Question and answer session
• Invigilated 30 minute multiple choice examination