ITIL V3 Foundation Course Details                                            

ITIL V3 is the latest evolution of ITIL published in 2007 with the focus on total service lifecycle management. The ITIL foundation level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL. This self study eLearning course will provide you with study guide, self paced eLearning course and Mock exam needed to pass the ITIL v3 foundation exam.

Pre-requisites :

None but basic understanding of IT service management is highly recommended.

Total Cost :

Cost of ITIL eLearning course + Study Guide + Mock Exam from Technology Governance Solutions : $75.00 (Limited Time Only).
Cost of registering ITIL Foundation web exam from Loyalist Certification Services : $150.00 (appox)

Exam Format :

After completing this eLearning course, candidates must register for ITIL foundation course and achieve a pass score of 65% to gain the ITIL V3 Foundation Certificate.

Exam Type: Multiple choices, 40 questions
Duration: Maximum 60 minutes.
Supervised: Yes
Open Book: No
Pass Score: 65% (26 out of 40)
Delivery: Online    

Hardware / Software Requirements For eLearning Course:

You need a computer with speakers and high speed Internet connection with the following requirements:
Operating System - Linux or Microsoft Windows 98, Me, NT, 2000, XP.
Internet Browser - Microsoft Internet Explorer 5.0 (Internet Explorer 5.5 or higher recommended),
                               Mozilla FireFox 1.0 or higher, Netscape 7.2 or higher;
Flash Player - Adobe Flash Player (Free download from Adobe website);
Other - JVM, JavaScript enabled; XML support enabled;

Syllabus v4.3:    

      Introductions Chapter
            Chapter Objectives
            ITIL As Good Practice
            ITIL Library
            Definitions
                Service
                Service Management
                Funtions & Roles
                Generic Roles
                Process
               RACI
            MiniQuiz

      ITIL LifeCycle Chapter
          Chapter Objectives
          IT Governance
          ITIL Lifecycle
             Service Strategy
             Service Design
             Service Transition
             Service Operation
             Continual service Improvement
          MiniQuiz

     Service Strategy Chapter
         Chapter Objectives
         Definitions
             Warranty & Utility
             Resource & Capacity
             Service Portfolio
             Service Model
             Service Proivders
             Business Case
             Risks
         Service Strategy Automation
         Activities
             Define Market
             Develop Offering
             Develop Strategic Assets
             Prepare For Execution
         Processes
             Portfolio Management
             Demand Management
             Financial Management
         MiniQuiz

    Service Design Chapter
           Chapter Objectives
           Definitions
               SLA
               OLA
               Contracts
               Service Design Package
            Availability
           Principles
               Four P's Of Design
               Design Aspects
               Sourcing
           Processes
               Service Level Management
               Service Catalogue Management
               Availability Management
               Information Security Management
               Supplier Management
               Capacity Management
               Service Continuity Management
           MiniQuiz

    Service Transition Chapter
           Chapter Objectives
           Definitions
               SKMS
               CI
               CMS
               DML
               Change Types
               7 R's Of Change Management
           Processes
              Change Management
              Service Asset & Configuration Management
              Release & Deployment Management
           MiniQuiz

    Service Operation Chapter 
          Chapter Objectives
          Definitions
              Alert, Event & Incidents
              Impact, Urgency & Priority
              Service Request
              Problem & Workaround
              Known Error & Known Error Database
          Service Balance
             Internal vs Expernal
             Stability vs Responsiveness
             Quality vs Cost
             Reactive vs Proactive
          Processes
             Incident Management
             Event Management 
             Request Fulfilment 
             Problem Management 
             Access Management
          Functions
             Service Desk
             Technical Management
             Application Management 
             Operations Management
          MiniQuiz

     Continuous Service Improvement Chapter
           Chapter Objectives
           PDCA
           Approach
           Baseline
           Value To Business
           Metrics
           Seven Step Process
           MiniQuiz   

 Mock Exams