ITIL V3 Foundation for IT Service Management

Course Introductions

Intro - 3

Course introductions• Course format, agenda

and timings• Exam format and details• Personal introductions• Expectations?

Intro - 4

Course format• Instructor-led teaching

modules• Assignments• Mock examination

questions• Mock examination and

review

Intro - 5

AgendaDay 1• Course Introduction• Service Management

Overview• Service Lifecycle• Key Principles, Models and

Concepts• Concepts, Processes, Roles

and Functions– Service Operation

Day 2• Concepts, Processes and

Roles– Service Transition – Service Design– Continual Service

Improvement

Day 3• Concepts, Processes and

Roles (Cont)

– Service Strategy• Technology and Architecture• ITIL Qualification Scheme• Revision and Mock

Examination

Intro - 6

Timing• Start times

• End times

• Breaks

• Examination

• Time-keeping

Intro - 7

Exam format and details• Multiple choice• 40 questions• 60 minutes

– 15 extra minutes if English is not your first language

• 65% pass mark (26 out of 40)

• Enrollment and exam procedure:

– Enroll on the learning activity ITILV3EX (http://w3.ibm.com/learning/lms/Saba/Web/Main/goto/OfferingDetails?offeringId=dowbt000000000030969) .

– Pass exam together with the group

– Ask Larisa Mikhailova for information!

Intro - 8

Personal introductions• Name

• Job Title/Responsibilities

• ITSM experience?

• Expectations?