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KNOWLEDGEWOODS ITIL® V3 FOUNDATION PROGRAM

Version 1.0 | Document Owner – Bhaskar Chowdhury |E-Mail : bhaskar@knowledgewoods.in

1 ITIL® isKnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825
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Table of Contents
1. What is ITIL® 3

2. ITIL®: Overview and Benefits 3

3. Adopting ITIL® can offer users a huge range of benefits 3

4. ITIL® Users 3

5. ITIL® V3 Qualification Scheme 4

6. About ITIL® V3 Foundation 5

7. Why should one take ITIL® Foundation 5

8. Course Title 5

9. Learning Objectives 5

10. Overview 5

11. Duration 5

12. Program Outline 6

13. Contents 6

14. Audience 7

15. Deliverables 8

16. Format 8

17. Why Get Certified? 8

18. Eligibility Criteria 8

19. Benefits 8

20. About KnowledgeWoods Consulting 9

21. Partial Client List 12

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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®: Overview and Benefits

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 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. This scheme can help organisations to 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 achieve organisational certification.

ITIL® V3 Qualification Scheme

The ITIL® Qualifications scheme provides a modular approach to ITIL® certification, and is comprised
of a series of certifications focused on different aspects of ITIL® Best Practice, to various degrees of
depth and detail.
There are four levels of
certification within the scheme:

ITIL® Foundation in IT Service
Management

ITIL® Intermediate Level

ITIL® Expert Certificate

ITIL® Master Qualification

The modular, tiered structure of

the certification not only
offers candidates the flexibility
in relating to the different
disciplines and areas of ITIL®, but
generally makes ITIL® certification
more accessible and achievable.

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About ITIL® V3 Foundation

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.

Why should one take ITIL® Foundation?

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

ITIL® V3 Foundation Training Program

Learning Objectives

Provide insight into the best practices for IT Service Management (ITSM).

Explain & discuss ITIL® V3 framework 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

The purpose of the ITIL® Foundation certificate in IT Service Management is to certify
that the candidate has gained knowledge of the ITIL® terminology, structure and
basic concepts and has comprehended the core principles of ITIL® practices for
Service Management.

Duration

Foundation Course: Three(3) Days

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ITIL® V3 Foundation - Program Outline

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 for Service
Management.

1. Service Management as a practice 7. Roles

• Good Practice • Role and the responsibilities of:
• Service • Process owner
• Service owner
• Service Management
• RACI model
• Functions
• Processes
• Process model
• Characteristics of processes

2. Service Life Cycle 8. Service Strategy

• Structure of Service Lifecycle
• Goals and objectives of service lifecycle
components

3. Generic concepts and definitions 9. Service Design

4. Key Principles and Models 10. Continual Service Improvement

5. Processes 11. Technology and Architecture

• Service Strategy • Service Automation
• Service Design • Integrating Service Management processes
• 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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Service Strategy Processes

Service Design Processes

Service Transition Processes

Service Operation Processes

Service Operation Functions
 The Service Desk function
 Technical Management function
 Application Management function
 IT Operations Management function

Continual Service Improvement

Roles

Technology and Architecture

ITIL®® Qualification scheme

Mock exam

Audience

IT professional who require basic understanding of the ITIL® Framework

An individual who is responsible for the delivery of IT services in an organization and
need to understand how ITIL® Framework can be used to enhance the quality of IT
service management within an organization.

The program will also benefit:-

 IT Service Providers
 IT Directors and Managers
 CIO
 Business Managers
 Service Management Consultants and Contractors
 Pre-Sales Consultants
 Business Process Owners
 Assistant Manager/Manager Quality
 Operations
 Configuration Manager
 Delivery Leader/Manager
 Infrastructure Project Leader/Manager
 Support Engineer
 Network Engineer
 IT Desk Executive
 Subject Matter Experts
 IT Administrators
 Manager/Assistant Manager – Information Security

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Deliverables

Student Handbook

Practice Questions

Format

Classroom - Three (3) days

Why Get Certified?

Widely recognized Service Management Certification

Certification increases your Marketability

Approval of your knowledge of Service Management

Proof of Professional Achievement

Improves the way you manage your Projects and IT Services

Better Job prospects
Eligibility Criteria

No mandatory pre-requisites to attend the ITIL® Foundation course.

Benefits

Understand the common language of ITIL®, understood by IT professionals
worldwide, and will increase your standing within the IT community.

Understand an adaptive and flexible ITIL® framework managing IT services

Will be able to prepare and clear the ITIL® V3 foundation certification

Improve your Employment Prospects

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About KnowledgeWoods Consulting

Registered Member of the Microsoft Partner Program

KnowledgeWoods Consulting Pvt. Ltd. is an International Consulting and Training Company with a
focus on providing customer centric solutions which are:-

1. Business, Technology & Quality driven

2. Cost-Effective
3. Globally Deliverable within agreed Timelines & Budget

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.

Member of Microsoft® Partner Program, KnowledgeWoods Consulting specialize in helping clients

leverage the industry-leading project management software from Microsoft® (Project Professional,
Project Server, SharePoint) and Primavera to incorporate Best Practices in Project Management in
the organization culture.

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 highest standards of professional training, consulting and support services.

KnowledgeWoods Services Snapshot:-

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

3. Project Management Training

 Customized Project Management Training Programs
 100% Pass Money Back Guarantee PMP®/CAPM® Preparation : Four Day/Five Days Programs
 Prince2® Foundation & Practitioners Level Training
 ITIL® V3 Foundation Level Training
 Project Management Concepts
 Software Project Management
 Project Management Concepts for Engineering Procurement Construction (EPC) Vertical
 Risk Management
 Program Management
 Earned Value Management
 Project Estimation and Scheduling
 Change Management
 Portfolio Management
 Managing outsourcing effectively
 Essential Interpersonal Skills for Project Managers
 Essential Leadership Skills for Project Managers
 Negotiation Skills for Senior Project Staff
 Mentoring skills for Senior Project Staff
 Counseling skills for Project Staff

3. Project Management Consulting

 Learning Competency
 Organizational Development
 Project Implementation
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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

 Course 6846 : Designing the Microsoft Office Enterprise Project Management

Solution
 Course 6847 : Designing Site Structure and Navigation in Microsoft Office Project
Server 2007
 Course 6848 : Designing Site and Content Security in Microsoft Office Project Server
2007
 Course 6949 : Designing a Microsoft Office Project Server 2007 Infrastructure

More information about the course can be found at:-

http://www.microsoft.com/learning/elearning/course/6758.mspx

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Partial Client List

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

All other trademarks, logos are property of their respective owners.

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