ITL9320 FoundationwROYALCaseStudy Mod0 PPT.r3.5.0 Koenig

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Course Introduction
ITIL
®
FOUNDATION
release 3.5.0
Module 1
Course Introduction
ITIL® is a registered trade mark of AXELOS Limited.
Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.
Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.
1
ITIL® Foundation Course
Course Introduction
Student and Instructor Introductions
Introduction
We would like to hear about you. Please share with the class:

Your name.

Your profession.

Your role.

Your background in IT.

Your familiarity with the IT Infrastructure Library (ITIL).

What you expect to learn over the next three days.
Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.
2
ITIL® Foundation Course
Course Introduction
The Service Lifecycle
ITIL = Information Technology Infrastructure Library
Continual
Service
Improvement
Service
Transition
Service
Strategy
Service
Design
Service
Operation
The ITIL Service Lifecycle.
Based on AXELOS ITIL® Service Lifecycle Suite 2nd Edition, 2011. Reproduced under licence from AXELOS
Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.
3
ITIL® Foundation Course
Course Introduction
Course Learning Objectives
At the end of this course, you will gain the knowledge and skills to:

Comprehend Service Management as a practice.

Understand the Service Lifecycle.

Know the generic concepts and definitions.

Understand the key principles and models used behind selected processes.

Identify the selected processes.

Understand the selected functions and roles.

Comprehend the technology and architecture of the Service Lifecycle.

Comprehend competence and training.
Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.
4
ITIL® Foundation Course
Course Introduction
Course Agenda
DAY 1
Start Time
End Time
Module 1: Course Introduction
08:30
09:45
Module 2: Service Management as a Practice
09:45
11:30
Module 3: Service Lifecycle
11:30
12:00
Lunch
12:00
01:00
Module 3: Service Lifecycle
01:00
02:00
Break
02:00
02:15
Module 4: Service Strategy
02:15
04:30
Module 5: Service Design
04:30
05:00
Homework – Study Material
Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.
Evening
5
ITIL® Foundation Course
Course Introduction
Course Agenda (Contd.)
DAY 2
Start Time
End Time
Day 1 Review + Module 5: Service Design
08:30
10:45
Module 6: Service Transition
10:45
12:00
Lunch
12:00
01:00
Module 6: Service Transition
01:00
02:30
Module 7: Service Operation
02:30
03:30
Break
03:30
03:45
Module 7: Service Operation
03:45
05:00
Homework – Study Material
Evening
Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.
6
ITIL® Foundation Course
Course Introduction
Course Agenda (Contd.)
DAY 3
Start Time
End Time
Module 7: Service Operation
08:30
09:00
Module 8: Continual Service Improvement
09:00
11:15
Module 9: Technology and Architecture
11:15
12:00
Lunch
12:00
01:00
Module 9: Technology and Architecture
01:00
01:30
Exam Preparation and Evaluation
01:30
03:15
Break
03:15
04:00
Exam
04:00
05:00
Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.
7
ITIL® Foundation Course
Course Introduction
ITIL Qualification Scheme and Credit Assignment
Based on AXELOS ITIL® Service Lifecycle Suite 2nd Edition, 2011. Reproduced under licence from AXELOS
Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.
8
ITIL® Foundation Course
Course Introduction
The Royal Chao Phraya Hotel
We are pleased to introduce the Royal Chao Phraya Hotel case study.

The case study will be used for various exercises throughout this course.

Please take the specified time to read through the case study.

The case study will be followed by our first exercise.
Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.
9
Course Introduction
End of the Module
Copyright © ITpreneurs and AXELOS Limited 2014. All rights reserved.
10
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