ITIL Version 3

ITIL Version 3


Date & Location: (12-16/ Feb) Kuala Lumpur – ( 14-18/May) Amman – ( 12-16/Nov)  Cairo

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Course Overview


ITIL® Foundation training from Asia Masters Center is designed to ensure that you clear the ITIL exam in the first attempt. The ITIL® Foundation certification is considered as the entry level qualification in the field of ITIL certification path. Our training focuses on the key elements, concepts and terminologies associated with ITIL service lifecycle management. It includes ITIL Lifecycle Phase Interactions & Outcomes, ITSM processes and Service Management best practices.


Program Objectives:

By the end of this training you will:

  • Learn about IT Service Management best practices, generic concepts, key principles, and ITIL® 2011 process models that are required to clear the ITIL Foundation exam
  • Gain a comprehensive understanding of the purpose, objective and scope of service strategy, service design, service transition, service operations, and Continual Service Improvement
  • Learn how to apply ITIL tools, techniques and concepts to improve efficiency and effectiveness in business changes to optimize customer experience
  • Understand how to apply lean principles and automate standard tasks, to improve efficiency of ITSM processes
  • Save costs by centralizing activities and teams using well defined fit-for purpose and fit-for-use processes


Who Should Attend?

ITIL certification is an essential requirement for professionals who needs a basic understanding of ITIL® framework and how it may be used to enhance the quality of IT service management within an organization. This certification is most suited for:

  • IT Managers/Support teams
  • System Administrators/Analysts
  • Operations Managers
  • Database Administrators
  • Service Delivery Professionals
  • Quality Analysts
  • Application Management team/Development team
  • Process Owners/Practitioners


Program Outline:


  • Day 1 –
    Introduction to Service Management Lifecycle
  • Principles of IT Service Management
  • Objectives00:25
  • IT Service Management-Best Practices
  • Public and Proprietary Practices
  • Knowledge Check
  • Service Introduction
  • Service Management
  • Service Management
  • Challenges in Service Management
  • Benefits of IT Service Management
  • Stakeholders in Service Management
  • Internal and External Customers
  • Internal and External Service
  • Process
  • Process Characteristics
  • Functions Related to Service Management
  • How Processes and Functions Operate
  • Roles in Service Management
  • RACI Model
  • RACI Model (contd.)
  • Types of Service Providers
  • Supplier and Contracts
  • Knowledge Check

Day 2 –

  • 1 The Service Lifecycle
  • 2 Objectives
  • 3 Components of Service Management Lifecycle
  • 4 Interactions in the Service Lifecycle
  • 5 Relationship between Governance and ITSM


Day 3 –

  • Introduction to Service Strategy
  • Service Strategy
  • Objectives
  • Service Strategy
  • Service Strategy Processes
  • Types of Services
  • Service Strategy-Customers and Users


Day 4 –

  • Service Design
  • Introduction to Service Design
  • Objectives
  • Service Design-Overview
  • Roles in Service Design
  • Roles in Service Design (contd.)


Day 5 –

  • Introduction to Service Transition
  • Service Transition
  • Objectives
  • Service Transition
  • Configuration Item
  • Configuration Management System