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ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other cou ntries
The Swirl logo ™ is a Trade Mark of the Office of Government Commerce
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Table of Contents
1. What is ITIL® 3
4. ITIL® Users 3
8. Course Title 5
9. Learning Objectives 5
10. Overview 5
11. Duration 5
13. Contents 6
14. Audience 7
15. Deliverables 8
16. Format 8
19. Benefits 8
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What is ITIL®?
ITIL® - Information Technology Infrastructure Library is the most widely adopted approach for
Information Technology (IT) Service Management in the world.
It provides a practical, easy to implement framework for identifying, planning, delivering and
supporting IT services to the business.
ITIL® advocates that IT services must be aligned to the needs of the business and underpin the core
business processes. It provides guidance to organisations on how to use IT as a tool to facilitate
business change, transformation and growth.
The ITIL® best practices are currently detailed within five core publications which provide a
systematic and professional approach to the management of IT services, enabling organisations to
deliver appropriate services and continually ensure they are meeting business goals and delivering
benefits.
The five core guides map the entire ITIL® Service Lifecycle, beginning with the identification of
customer needs and drivers of IT requirements, through to the design and implementation of the
service into operation and finally, on to the monitoring and improvement phase of the service.
Adopting ITIL® can offer users a huge range of benefits that include:
Improved IT services
Reduced costs
Improved customer satisfaction through a more professional approach to service delivery
Improved productivity
Improved use of skills and experience
Improved delivery of third party service.
ITIL® Users
ITIL® has been adopted by thousands of organisations worldwide, such as NASA, the UK National
Health Service (NHS), HSBC bank and Disney™. ITIL® is also supported by quality services
services from a
wide range of providers including examination institutes, accredited training providers and
consultancies, software and tool vendors and well known service providers such as IBM, Telefonica,
HP and British telecom (BT).
A comprehensive qualifications scheme offering a variety of training courses and certifications has
been developed against the guidance.
guidance. This scheme can help organisations to effectively
effectively implement
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ITIL®, achieving success by ensuring that employees have the relevant knowledge, skills and
techniques, but most importantly, ensuring the entire organisation is using a common language and
are fully invested in the process.
ITIL® Best Practices also underpin the foundations of ISO/IEC 20000 (previously BS15000), the
International Service Management Standard for organisational certification and compliance.
Organisations can therefore implement ITIL® to achie ve organisational certification.
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The Foundation Level is the entry level certification which offers candidates a general awareness of
the key elements, concepts and terminology used in the ITIL® V3 Service Lifecycle, including the
linkages between Lifecycle stages, the processes used and their contribution to Service Management
practices.
Upon successful completion of the education and examination components related to this
certification, candidates can expect to gain a general overview, and basic knowledge and
understanding of ITIL®.
Successful completion of the Foundation certificate also fulfills the prerequisite entry criteria
for the next level of study within the ITIL® qualifications scheme, the ITIL® V3 Intermediate
Level.
Course Title
Learning Objectives
Provide insight into the best practices for IT Service Management (ITSM).
Explain & discuss ITIL® V3 framework
f ramework structure and basic concepts
Identify the goals, objectives, metrics & activities for each process
Understand how ITIL® processes relate to the roles and responsibilities of an IT
department
Focus on core principles of ITIL® practices for Service Management and relationships
between the ITIL® processes.
Prepare participants for the ITIL® Foundation certificate exam.
Overview
Duration
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This Foundation course is designed to enable delegates to understand the disciplines and processes
that help service management staff to deliver and support quality products and services.
During Three(3) Days, delegates will gain knowledge of the internationally recognized best practice
terminology, structure, basic concepts and the core principles of ITIL v3 practices f or Service
Management.
• Service Transition
• Service Operation
6. Functions
• Service Desk function
• Technical Management function
• Application Management function
• IT Operations Management function
• IT Operations Control and Facilities Management
Contents
What is ITSM?
Service Management as a practice
Introduction to ITIL®
Service Lifecycle
Generic concepts and definitions
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Audience
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Deliverables
Student Handbook
Practice Questions
Format
Benefits
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KnowledgeWoods Consulting Pvt. Ltd. is an International Consulting and Training Company with a
focus on providing customer centric solutions which are:-
With rich and diverse exposure across industry verticals like Information Technology, BPO, Civil,
Construction, Defense, Government, Telecom, Oil and Gas, Banking and Financial Services Industry,
Energy, Power Distribution – KnowledgeWoods Consulting Staff adopt an innovative approach to
ensure an in-depth understanding of customer’s business needs.
PMI's Global Registered Education Provider (R.E.P Provider ID - 2835), KnowledgeWoods Consulting
Pvt. Ltd. provides Consulting, Training and Support Services in the domain of Project Management
with particular emphasis on Globally Recognized Project Management Certifications like PMP®,
CAPM®, Prince2® just to name a few.
Acknowledging that your Human Resource Development Needs are unique, KnowledgeWoods
provides range of Employee Development Programs & Human Resource Consulting Solutions
tailored to suit your specific requirements.
We also provide you the option of Bringing a Training Onsite – at your company premises offering
organization the benefit of Customized Training Program that addresses your exact business
challenges, issues and provides a more personalized learning experience while reducing/eliminating
travel expenses.
Whether you are looking to train a particular department or systematically roll out an
organization-wide initiative, the advanced Adult Learning Techniques and Project Management Best
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Practices employed by KnowledgeWoods Consulting will create an intimate training atmosphere that
maximizes knowledge transfer to develop, enhance and retain the talent within your organization.
With presence in India, Middle East and Republic of South Africa – KnowledgeWoods Consulting is
committed to facilitate companies in the task of developing and maintaining competitive
advantage, ensuring growth and survival in the competitive business scenarios, through the design
and delivery of the h ighest standards of professional training, consulting and support services.
1. Microsoft® Office Project 2007 & Newly Launched Microsoft® Project 2010
Training : Two Days/Three Days
Consulting : Macro Development
Support : Providing Project Managers/Project Analysts
2. Enterprise Project Management using Microsoft® Project Server 2007 & Newly Launched
Microsoft® Project Server 2010
Training : For Project Managers, Team Members, Resource Managers, Executives
Consulting : Implementation across the enterprise
Support : Post Implementation Support
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4. Microsoft® Office SharePoint Server 2007 & Newly Launched Microsoft® Office SharePoint® Server
2010
Training : For Administrators, End Users
Consulting : Implementation
Support : Post Implementation Support
5. Soft Skills Training / Employee Development Programs across : Sales, Customer Relationship,
Recruitment, Leadership Development, Negotiation, Communication Skills, Business Etiquettes,
Supervisory Development, Personal Effectiveness, Change Management, Managerial Effectiveness,
Interviewing Skills, Campus to Corporate Transition just to name a few.
Also, KnowledgeWoods Consulting Team was recognized for their role of Subject Matter Expert in
designing and developing Microsoft® E-Learning Courses on Project Server 2007 Design.
Course 6758AE: Designing the Deployment of Microsoft Office Project Server 2007
http://www.microsoft.com/learning/elearning/course/6758.mspx
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Disclaimer:- KnowledgeWoods Consulting Pvt. Ltd. is a Project Management Institute (PMI®) Global Registered Education
Provider (R.E.P.). KnowledgeWoods Consulting Pvt. Ltd. is committed to contribute towards the ongoing professional
development of PMI Members, PMI-certified Project Management Professionals (PMP®), and other project management
stakeholders through appropriate project management learning activities and products.
“PMI” and the PMI logo are service and trademarks registered in the United States and other nations; “PMP” and the PMP logo
are certification marks registered in the United States and other nations;
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
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