ITIL v3 Foundation with Wall Street Business Simulation

3 Days Course No. ITIL211 TARGET AUDIENCE: IT Managers, Team Leaders, Support Staff, Business and Project Managers involved in IT Services PREREQUISITES: None, experience in IT or related field is recommended CERTIFICATION: ITIL v3 Foundation is a 3 day course with a 1 hour Certification Exam administered on the last day. Successful completion of this exam requires 26 correct answers out of 40 multiple choice questions. No books, notes or electronic devices may be used or referred to while completing the exam. Students passing this exam will be awarded an ITIL v3 Foundation Certificate. COURSE SYNOPSIS: ITIL v3 Foundation is the newest entry level Certification Course for IT Service Management Practice based on ITIL v3. ITIL v3 Foundation is a summary course covering the latest overall refresh of core ITIL best practices presented in the context of the just released ITIL Service Management Practice core texts which look at ITIL from a Lifecycle perspective. ITIL v3 Foundation presents Service Management as a Practice and discusses; The IT Role in Business Service Management Practice Definition of Service Definition of Service Management The IT Organization Process model Characteristics of Processes The Service Lifecycle Service Lifecycle Structure Structure, scope and components of the ITIL Library The ITIL v3 Foundation Course will cover updated and expanded Best Practices Processes with a Life Cycle Perspective as presented in each of the new ITIL v3 core text volumes. This course will provide the student with a conversational knowledge and general understanding of contemporary ITIL framework best practices and enable them to explain the lifecycle phases for the Strategy, Design, Transition, Operation and Continuous Improvement phases of the Best Practices Processes in an IT Service Management Framework. The course will be divided into 5 sections based on the 5 core texts for ITIL v3. Wall Street is Quints exclusive business simulation that provides a fun and effective learning environment for anybody wanting to see the key ITIL processes in action in a safe surrounding. This industry unique approach allows participants to understand, see and experiment with managing and sustaining a profitable business operation. During the Wall Street business simulation, the participants will gain both theoretical and practical knowledge of processes in an IT organization. Wall Streets core business process consists of stock trading which, like many other

business processes, depends heavily on the availability and performance of IT-services. Both business and IT processes are actively represented by participants in their assigned roles. COURSE TOPICS: Introduction Service Management as a Practice The Service Lifecycle o Service Strategy o Service Design o Service Transition o Service Operation o Continual Service Improvement o And how these interrelate. Service Operation The Role of Service Operation Definitions Processes: o Event Management o Incident Management o Request Fulfillment o Access Management o Problem Management Functions: o Service Desk o Technical Management o IT Operations Management o Applications Management Service Transition Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Testing and Validation Evaluation Service Knowledge Management Service Strategy Definition of a Service Strategy Strategic objectives Prioritization of investments Deliverables o Service Portfolio o Service Catalog o Service Design, Service Transition, and Service Operation Requirements Service Design Value to the Business To ensure the achievement of business objectives To provide cost-effective services To deliver improved quality

Continual Service Improvement Services: Alignment of IT Services with business needs Processes: Health of ITSM & maturity of the IT processes Through lecture and the Wall Street business simulation participants will experience how: The various ITIL processes can contribute to increase manageability of IT service organizations and infrastructures To identify bottlenecks in control of processes and how to initiate improvement actions To recognize and understand the key concepts of ITIL and relate them to the relevant control process Interfaces and interdependencies between different processes impact business and IT ITIL theory works in practice OTHER INFORMATION: Professional Development Units (PDUs): 21

Class Schedule for itil211

Business Process Improvement ITIL ITIL

Code ITIL211 Location Calgary Calgary Edmonton Halifax Kitchener Mississauga Montral Montral Ottawa Ottawa Ottawa Ottawa Ottawa St. John's Toronto Toronto Toronto Toronto Toronto Toronto Toronto Vancouver Vancouver Victoria Winnipeg Address 700 - 2 Street S.W., Scotia Centre Tower, Suite 400 700 - 2 Street S.W., Scotia Centre Tower, Suite 400 8215 - 112 Street, Suite 1100, College Plaza Suite 900, 1809 Barrington St. Suite 860, 50 Queen St North Suite 804, 30 Eglinton Ave West Suite 990, 800 boul. Ren-Lvesque Ouest Suite 990, 800 boul. Ren-Lvesque Ouest 1600 Scott Street, 3rd Floor, Holland Cross, Tower B 1600 Scott Street, 3rd Floor, Holland Cross, Tower B 1600 Scott Street, 3rd Floor, Holland Cross, Tower B 1600 Scott Street, 3rd Floor, Holland Cross, Tower B 1600 Scott Street, 3rd Floor, Holland Cross, Tower B 136 Crosbie Road, Viking Building, Suite 409 Suite 1200, 2 Bloor Street West Suite 1200, 2 Bloor Street West Suite 1200, 2 Bloor Street West Suite 1200, 2 Bloor Street West Suite 1200, 2 Bloor Street West Suite 1200, 2 Bloor Street West Suite 1200, 2 Bloor Street West 400-555 Burrard St 400-555 Burrard St 838 Fort Street Suite 1903, 201 Portage Ave, Canwest Place Title Duration 3 Days Price $1,595 Start Date 10/5/2009 11/30/2009 12/7/2009 10/19/2009 11/16/2009 11/16/2009 9/21/2009 12/7/2009 9/21/2009 10/19/2009 11/2/2009 11/23/2009 12/14/2009 9/15/2009 9/14/2009 10/19/2009 11/30/2009 2/8/2010 3/22/2010 5/3/2010 6/14/2010 9/28/2009 11/16/2009 10/5/2009 11/30/2009 End Date 10/7/2009 12/2/2009 12/9/2009 10/21/2009 11/18/2009 11/18/2009 9/23/2009 12/9/2009 9/23/2009 10/21/2009 11/4/2009 11/25/2009 12/16/2009 9/17/2009 9/16/2009 10/21/2009 12/2/2009 2/10/2010 3/24/2010 5/5/2010 6/16/2010 9/30/2009 11/18/2009 10/7/2009 12/2/2009 Outline

www.nexientlearning.com

1 of 1

1.866.525.7272