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ITIL V3 I 15/12/08 10:18 Page 1

The Complete Interactive ITIL® V3
Foundation Training Package
for individuals

ILX Group’s accredited ITIL® V3 Foundation course is a completely integrated training course
for individuals that wish to train to ITIL® V3 Foundation level.
The course combines multiple voices, with animation and interactive exercises,
allowing learning at a time, pace and location to suit you. The ITIL® V3 Foundation course
has been fully accredited by the APM Group and consists of seven topics, including a mock
exam simulator to test yourself before the exam.
• Cost effective approach to becoming ITIL® V3 qualified
• Full tutorial support
• Interactive questioning throughout the course to help retain knowledge
• Dual English voices to keep learners interested
• Self paced so you can move forward as your confidence increases
• On demand training
ITIL® V3 Foundation for individuals
Ta r g e t a u d i e n c e
ITIL® V3 is primarily targeted at those people responsible for delivering IT services, however
all staff involved in IT services delivery will find the course useful.
Multimedia Computer Based Training Course
Tel: +44 (0)1270 611600
B IT directors need to be aware of ITIL® V3 to ensure that staff in their organisation have the
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required level of knowledge. It is also important for business staff, managers, day-to-day
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customers and end users involved in building good relationships with their IT service providers.

Software developers, maintainers and testers need to be aware of IT service management
requirements so that they can understand their relationship with IT service managers and ensure
that requirements are incorporated into new and revised products and services from the outset.

Why e-learning?
E-learning provides a flexible and cost effective way to increase your qualifications. It puts
you in control and makes learning easier and more enjoyable by allowing you to study in
your own time and at your own pace. It also enables you to focus on subjects and
information that interest you or where you need to improve your knowledge. You can also
repeat sections as many times as you need during the course and as a refresher.

W h a t ’s i n c l u d e d ?
The package consists of an interactive CD-ROM based on the ITIL® V3 Foundation syllabus
which uses innovative multimedia training features and a mock exam simulator. It is
equivalent to a 3 day classroom training course.
• Leather binder complete with Foundation interactive CD-ROM
• A Dictionary of IT Service Management – Terms, Acronyms and Abbreviations
• ITIL® V3 Foundation exam fee
• IT Service Management Based on ITIL® V3 – A Pocket Guide O N LY

ITIL® V3 Process Model Wall Chart
FAQ’s and keyword search
Full tutorial support
M i n i m u m R e q u i re m e n t s
The course is designed to be run For further information call ILX on
from a multimedia PC, with a
+44 (0)1270 611600 or visit our website at
CD-ROM and sound. The PC
should have a minimum of 128MB memory
and SVGA graphics.
ITIL V3 I 15/12/08 10:18 Page 2

Course Synopsis
O v e r v i e w o f I T I L® V 3 a n d S e r v i c e M a n a g e m e n t
• What is ITIL® V3?
• ITIL® V3 and Quality
• Service Management
• ITIL® V3 Processes

Service Strategy – Overview of Goals and Objectives
• Define the Market
• Develop Offerings
• Develop strategic assets
• Prepare for Execution
• Service Portfolio Management
• Demand Management
• Financial Management

Service Design – Overview of Goals, Objectives and Roles
• Service Level Management & Supplier Management
• Service Catalogue Management
• Availability Management
• Information Security Management
• Capacity Management
• IT Service Continuity Management

S e r v i c e Transition – O v e r v i e w o f G o a l s , O b j e c t i v e s a n d R o l e s
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management

Service Operation – O v e r v i e w o f G o a l s , O b j e c t i v e s a n d R o l e s
• Incident Management
• Event Management
• Request Fulfilment
• Problem Management
• Access Management
• Service Desk
• The Technical Management Function
• The Application Management Function
• The IT Operations Management Function

C o n t i n u a l S e r v i c e I m p ro v e m e n t – O v e r v i e w o f G o a l s , O b j e c t i v e s a n d R o l e s
• Continual Service Improvement – 7 Step
Improvement Process
• CSI – Improvement Model
• CSI – Deming Cycle

Te c h n o l o g y a n d A rc h i t e c t u re – O v e r v i e w o f G o a l s a n d O b j e c t i v e s
• ITIL® V3 Qualification Scheme and Exam Techniques

I T I L® V 3 Q u a l i f i c a t i o n S c h e m e a n d E x a m Te c h n i q u e
• ITIL® V3 Qualification Scheme and Exam Techniques

I T I L® V 3 M o c k E x a m S i m u l a t o r
• Randomised ITIL® V3 Foundation level exam questions

For further information contact:
ILX Group plc, George House, Princes Court, Beam Heath Way, Nantwich, Cheshire CW5 6GD.
Telephone +44 (0)1270 611600 Fax +44 (0)1270 628513
Email or visit our web site at for the latest news and updates.
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered
in the U.S. Patent and Trademark Office. The swirl logo™ is a Trade Mark of the Office of Government Commerce.
ILX Group plc. Registered in England & Wales No. 03525870. Registered Office: One London Wall, London, EC2Y 5AB 12/08 ITIL V3 I V2