The training course help the participants with knowledge about IT Infrastructure Library (ITIL), IT Service Management (ITSM) and the main processes – a part of the whole structure “ITIL Best Practices”. ITIL Fundamental management is a perfect combination between teachers with extensive experience in ITSM application and simulation of the real case study that help learners to easily approach ITIL processes as a base to improve the ability to apply to their daily work. The course also helps to provide learners with necessary knowledge for the exam to get the international certificate "Foundation Certificate in IT Service Management"

1. INFOCHIEF ACADEMYINFOCHIEF ACADEMYITIL V3 Foundation | TrainingProgram
ITIL V3 FOUNDATION
INFOCHIEF ACADEMY

2. ITIL V3 | Training INFOCHIEF ACADEMY
Objectives
- To understand key principles
and terminologies used in ITIL
- To understand why ITIL has
become increasingly important
in IT management
- To describe main IT service
management processes, role
and responsibilities of the
service manager
- Explaining key benefits of IT
service management based on
IT service oriented approach
- To describe actual issues and
IT service implementation
related costs
Participants
• CEO/ Managing
Director
• IT Manager/ IT Director
• IT Consultant
• IT Administrator
• IT Helpdesk/ IT Support
• IT Service Desk
Overview
The training course help the
participants with knowledge about IT
Infrastructure Library (ITIL), IT
Service Management (ITSM) and the
main processes – a part of the whole
structure “ITIL Best Practices”. ITIL Fundamental
management is a perfect combination between teachers with
extensive experience in ITSM application and simulation of
the real case study that help learners to easily approach ITIL
processes as a base to improve the ability to apply to their
daily work.
The course also helps to provide learners with necessary
knowledge for the exam to get the international certificate
"Foundation Certificate in IT Service Management"
ITIL V3 FOUNDATION

3. INFOCHIEF ACADEMY
What learners gain and can do after the training course ?
1. To clearly understand the core definition of IT service management
2. To determine and assess rightly ITSM related different processes
3. To understand the key benefits of the process and applying them to the IT service model in
enterprises
4. To fully understand about the close relation between IT activities and the whole business activities
5. To study ITSM definitions through the stories given by the trainers about the actual applicatio n to
IT systems of the big organizations
6. To pass the exam and being granted with Foundation Certificate in IT Service Management
Materials
- The standard materials of the Infochief institute (Vietnamese language)
- Reference document (English)
Training methods
The experts will apply the following training methods to convey the contents:
- Open discussion
- Case study
- Self-assessment
- Mini-lecture
Difference of the training methods at Infochief
- Coaching based on the actual management models
- Practice training in line with the requirements of each position
- 70% is to practice the actual skills required by the daily work at the workplace
- To assure that after the training course, learners are confident at their work
- Senior staff are given priority for being introduced to our partners

4. INFOCHIEF ACADEMY
ITIL V3 | Training
Program Contents
Module 1: ITIL V3 Introduction
- Key Principles, Models and
Concepts Service Lifecycle
- Service Management as a Practice
Module 2: Service Strategy
- Service Lifecycle
- Service Portfolio & Service Catalog
- Risk Management
- Demand Management
- Financial Management
Module 3: Service Design
- Service Catalog Management
- Service Level Management
- Supplier Management
- Information Security Management
- Availability Management
- Capacity Management
- IT Service Continuity Management
Module 4: Service Transition
- Service Asset & Configuration
Management
- Change Management
- Release & Deployment Management
- Knowledge Management
Module 5 Service Operation
- Event Management
- Incident Management
- Request Fulfillment
- Access Management
- Problem Management
- Service Desk
- Technical & Application
Management Functions
- IT Operations Management &
Communication
Modules 6: Continual Service
Improvement
- 7 Steps of Continual Service
Improvement
- Service Reporting and
Measurement
Module 7: Homework and
Practice Exam Questions
- Diagrams and Handouts
- Homework and Practice Exam
Questions

5. INFOCHIEF ACADEMY
Add: 30 Dang Van Ngu Street, Ward 10, Phu Nhuan Disc, HCM City
Tel: (08) 22 467 086 /(08) 22 194 047
Web: www.infochief.com.vn | Email: info@infochief.com.vn