Introduction This 2-day workshop/training course introduces the concepts of IT service management based on the ITIL (Information Technology Infrastructure Library) Version 3.

Learning Objectives: • Introduce the concepts of IT Service Management based on ITIL V3 • Prepare the participant to take and pass the ITIL Foundations Certification Examination • Understand the concepts, impact, techniques, their benefits, relationship between the processes and challenges in implementation. • Identify the major deliverables, roles, tasks and responsibilities expected from the various stakeholders

Deliverables: • ITIL V3 Workshop Handbook • Case-study, Exercises,etc • 16 Contact hours course completion certificate Course Contents This course covers the entire ITIL V3 Foundation curriculum in a comprehensive manner and prepares the participant to take and pass the Foundations of IT Service Management - ITIL Certification Examination. Outlined below are the subjects covered. The course is assignment based, with practical coursework based entirely upon the OGC's ITIL V3 Books. There is particular importance placed on developing an underlying service culture within the IT organization. o Service Strategy o Service Design o Service Transition o Service Operation o Continual Service Improvement. o Quality Management Systems o IT Service Culture and Customer Awareness • Managing cultural change • The importance of Service Management • Service Management disciplines • IT Service Management and ITIL • ITIL positioning and overview • ITIL History and philosophy of ITIL