ITIL Foundation version 3

Section One:

• Service management as a practice
• IT services and what they really do
• How IT services deliver value to customers
• Value and importance of IT service management
• ITIL Introduction
• Ease ITIL adoption
• ITIL qualification scheme, bodies, and certifications

Section Two:

• The V3 Service Lifecycle
• Key Principles and Models
• Generic Concepts
• Processes
• Roles
• Functions
• Technology and Architecture
• ITIL Qualification Scheme

Section Three:

• Service Strategy
• Design, develop and implement service management
• Service management as a strategic asset
• Setting objectives and expectations
• Identify and select prioritization opportunities
• Service Design
• Design and develop services
• Develop processes
• Design principles and methods
• Convert strategy into services

Section Four:

• Service Transition
• Develop and improve capabilities
• Improved methods for transitioning new and changed services into operation
• Manage the complexity related to changes
• Prevent undesired results while enabling innovation
• Service Operation
• Effectively and efficiently deliver support services
• Ensure value to customer and service provider
• Maintain stability while allowing for change
• Organize to improve IT support to customer

Section Five:

• Continual Service Improvement
• Create and maintain value for customers
• Importance of better design, introduction, and operation of services
• Improving service quality, business continuity, and IT efficiency
• Link improvement efforts to strategy, design, and transition