[Type text] [Type text] [Type text] KNOWLEDGEWOODS ITIL® V3 FOUNDATION PROGRAM Version 1.0 | Document Owner – Bhaskar Chowdhury |E-Mail :
[email protected] Ltd. | Contact Bhaskar : +91 97 1798 1 ITIL® isKnowledgeWoods Consulting Pvt.Government Commerce in theChowdhury | Cell other countries 8825 a Registered Trade Mark of the Office of United Kingdom and The Swirl logo ™ is a Trade Mark of the Office of Government Commerce [Type text] [Type text] [Type text] Table of Contents 1. What is ITIL® 2. ITIL®: Overview and Benefits 3. Adopting ITIL® can offer users a huge range of benefits 4. ITIL® Users 5. ITIL® V3 Qualification Scheme 6. About ITIL® V3 Foundation 7. Why should one take ITIL® Foundation 8. Course Title 9. Learning Objectives 10. Overview 11. Duration 12. Program Outline 13. Contents 14. Audience 15. Deliverables 16. Format 17. Why Get Certified? 18. Eligibility Criteria 19. Benefits 20. About KnowledgeWoods Consulting 21. Partial Client List 3 3 3 3 4 5 5 5 5 5 5 6 6 7 8 8 8 8 8 9 12 2 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825 [Type text] [Type text] [Type text] 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 3 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825 [Type text] [Type text] [Type text] 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. 4 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825 [Type text] [Type text] [Type text] 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 5 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825 [Type text] [Type text] [Type text] 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 • Good Practice • Service • Service Management • Functions • Processes • Process model • Characteristics of processes Service Life Cycle • Structure of Service Lifecycle • Goals and objectives of service lifecycle components Generic concepts and definitions Key Principles and Models Processes Service Strategy Service Design Service Transition Service Operation Functions Service Desk function Technical Management function Application Management function IT Operations Management function IT Operations Control and Facilities Management 7. Roles • Role and the responsibilities of: • Process owner • Service owner • RACI model 2. 8. Service Strategy 3. 4. 5. • • • • 6. • • • • • 9. Service Design 10. Continual Service Improvement 11. Technology and Architecture • Service Automation • Integrating Service Management processes Contents What is ITSM? Service Management as a practice Introduction to ITIL® Service Lifecycle Generic concepts and definitions 6 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825 [Type text] [Type text] [Type text] 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 7 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825 [Type text] [Type text] [Type text] 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 8 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825 [Type text] [Type text] [Type text] 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 9 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825 [Type text] [Type text] [Type text] 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 10 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825 [Type text] [Type text] [Type text] 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 11 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825 [Type text] [Type text] [Type text] 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. 12 KnowledgeWoods Consulting Pvt. Ltd. | Contact Bhaskar Chowdhury | Cell : +91 97 1798 8825