ITIL® (IT INFRASTRUCTURE LIBRARY) V3 COURSE ABSTRACT

ITIL® V3: FOUNDATION AND EXAMINATION

COURSE CODE
COURSE OVERVIEW
» ITIL-3FEI-0100 This course introduces the IT Infrastructure Library® (ITIL®) and the concept of IT Service
Management (ITSM). It outlines the processes required to deliver, measure, and improve
IT services. This course also provides a comprehensive look at the concepts and
PRODUCT RELEASE terminology necessary for Foundation level understanding of ITIL V3.
» ITIL® V3: Foundation and To facilitate participant comprehension, the popular Airport Simulation - BSM
Examination International team workshop is included with all standard instructor-led courses. This
simulation offers an exciting, practical demonstration of the effectiveness of the ITIL
concepts.
DELIVERY METHOD 
Note: The Instructor-led Online (ILO) version of this course does not include the Airport
» Instructor Led Training (ILT)
Simulation. Standard instructor-led courses include the optional ITIL Version 3
» Instructor Led Online (ILO)
Foundation Certification exam, which is administered on the final day.

Note: ILO participants who want to become certified can take the ITIL® V3 Foundation
COURSE DURATION 
exam at any Pearson Vue or Prometric testing center (for an additional fee).
» 3 Days
COURSE OBJECTIVES
» Identify the purpose and foundation of ITIL.
TARGET AUDIENCE 
» Identify the best practices documented in ITIL V3.
» IT Professionals » Identify the implications of implementing one or more ITIL best practices.
» Managers » Define new terminology in ITIL V3.
» Executives » Identify the concepts underlying IT Service Management.
» Define Service Strategy concepts.
» Define Service Design concepts.
PREREQUISISTES » Define Service Operations concepts.
» Define Service Transition concepts.
» None » Define Continual Service Improvement concepts.
» Define the roles, processes, and components within key areas of IT Service
Management.
» Increase participant’s capacity to pass the ITIL Version 3 Foundation Certification
exam.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service
marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © 2006,2009 BMC Software, Inc. All rights reserved.

For additional information about BMC Educational Services please visit us at

www.bmc.com/education.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
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ITIL® (IT INFRASTRUCTURE LIBRARY) V3 COURSE ABSTRACT

ITIL® V3: FOUNDATION AND EXAMINATION

COURSE ACTIVITIES
COURSE MODULES
» Lecture
1 MODULE 1: INTRODUCING ITIL® MODULE 2: IDENTIFYING SERVICE
» Customer Case Study
STRATEGY
» Module Level Quizzes
» Briefly explain the Service Lifecycle » Main goals and objective of Service Strategy
» End of Course Exam » Describe the structure, scope, components » Utility and Warranty
and interfaces of the ITIL Library » Service Owner
» Explain the ITIL Qualification scheme (Not » Resources, Capabilities, and Assets
CERTIFICATION PATH  Examinable) » Service Portfolio
» Define Service » Service Catalog
» This course is part of the BMC » Define and distinguish between Processes, » Objectives of Financial Management
ITIL® (IT INFRASTRUCTURE Functions, and Roles » Objectives of Demand Management
LIBRARY) V3 Professional » List the characteristics of processes
Certification Path » Define Service Management
» Describe Good Practice
3 IDENTIFYING SERVICE DESIGN IDENTIFYING SERVICE TRANSITION
DISCOUNT OPTIONS » Main goals and objectives of Service Design » Main goals and objectives of Service
» Value of Service Design Transition
» Take advantage of a significant » Five Major Aspects of » Value of Service Transition
discount off packaged curriculum Service Design » Change Management
for individual participants by » The 4 Ps » Release and Deployment Management
purchasing a Learning Bundle » RACI » Service Asset and Configuration
» Sourcing Approaches Management (SACM)
» Have multiple students? Contact and Options Process Model
us to discuss hosting a private 5 IDENTIFYING SERVICE OPERATION - PART 1 6 AIRPORT SIMULATION - BSM
class for your organization INTERNATIONAL WORKSHOP (NOT
APPLICABLE FOR ILO COURSES)
» Contact us for additional » Main Goals and Objectives of Service
Operation
information 
» Value of Service Operation
» The Service Desk Function
» The Technical Management Function
» The Application Management Function
» The IT Operations Management Function
» Incident Management
» Event Management
» Request Fulfillment
» Problem Management
» Access Management
7 IDENTIFYING SERVICE OPERATION - PART 2 8 IDENTIFYING CONTINUAL SERVICE
IMPROVEMENT
» The role of IT Governance across the » Service Automation
Service Lifecycle » Benefits of Service Automation
» Business Case
» Risk
» Account for the main goals and objectives
of Continual Service Improvement

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service
marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © 2006,2009 BMC Software, Inc. All rights reserved.

For additional information about BMC Educational Services please visit us at

www.bmc.com/education.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
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ITIL® (IT INFRASTRUCTURE LIBRARY) V3 COURSE ABSTRACT

ITIL® V3: FOUNDATION AND EXAMINATION

COURSE ACTIVITIES
COURSE MODULES (CONT)
» Lecture » Plan, Do, Check, and Act (PDCA) Model
» Customer Case Study » Continual Service Improvement Model
» Module Level Quizzes » Role of measurement for CSI
» End of Course Exam » Baselines
» Types of Metrics
8 EXAM PREPARATION 9 CERTIFICATION EXAM (NOT APPLICABLE
CERTIFICATION PATH  FOR ILO COURSES)

» This course is part of the BMC

BladeLogic Skilled Professional
Certification Path
ABOUT THE EXAMINATION
» The exam is available only to students of an Instructor-Led Training (ILT classroom);
DISCOUNT OPTIONS exam does not apply to Instructor-Led Online (ILO) courses
» Take advantage of a significant » Study outside of the classroom is required
discount off packaged curriculum » Exam consists of 40 multiple-choice questions
for individual participants by » Passing score is 26 of 40 questions answered correctly
purchasing a Learning Bundle » Exam lasts 60 minutes

» Have multiple students? Contact

us to discuss hosting a private CREDITS
class for your organization
» Upon successful passing of the ITIL® V3 Foundation Certification exam, the student
will be recognized with 2 credits in the ITIL® V3 qualification scheme
» Contact us for additional
» Project Management Institute (PMI®) Professional Development Units (PDUs) = 18
information 
(from PMI course ID 2773-ITL3FI)

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service
marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © 2006,2009 BMC Software, Inc. All rights reserved.

For additional information about BMC Educational Services please visit us at

www.bmc.com/education.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
3