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ITIL v3 Foundation Course

Intake 6
07 Apr 2009

Learn the ITSM Implementation Skills from Leading Practitioners
Date 07 Apr 2009
Price HK$4,500
(Enroll 2 weeks before commencement)
Days / Hours 2 Days / 12 Hours
Time 9:30am - 5:30pm
Language English
Instructor 10+ years proven ITIL and ISO 20000 hands-on implementation experiences
Pros Over 21 CPE Hours

IT Infrastructure Library (ITIL) is a common framework for all the IT activities. It describes the proven best practices of IT Service Management systematically and cohesively. Since it creation, ITIL has grown to become a de facto standard of IT service management in the world and also forms the basis of the ISO 20000 IT Service Management international standard.

Adopting ITIL enables an IT service organization to become more customer-focused, better control over the IT infrastructure, and follow a process approach to improve service quality. At personal level, obtaining first class knowledge and skills in IT service management allows you stand out from the crowd!
Unique Course Features
This 3-day course is designed for IT professionals who are responsible for delivering IT services in an organization, and need the concepts of IT Service Management (ITSM), based on Version 3 of the IT Infrastructure Library and our proven & practical experiences in ITIL implementation. Upon completion of this course, participants will be able to:
  • acquire ITSM and ISO 20000 concepts via an exciting and stimulating mix of instructions, exercises, and discussions
  • identify the lifecycle and fundamental processes involved in ITSM and how to integrate them into your business’ IT service model
  • understand how IT and the Business can collaborate to improve overall productivity and efficiency
  • learn the practical techniques in migrating a reactive relationship between IT and users to a proactive one
An one-hour mock exam will be held at the end of the course, in order to help participants in passing the ITIL Foundation certification exam.
Course Outline
Defining IT Service Management
Reviewing the Examination Structure & Scope
People, Process, Technology and Partners

ITIL Concepts
Service Management as a Practice
Concepts of Service Management
The Service Life Cycle

Service Strategy
Define Market
Develop Offering
Develop Strategic Assets
Plan for Execution

Service Design
Service Catalog Management
Service Level Management
Capacity Planning
Availability Planning
IT Service Continuity Planning
Information Security Planning
Supplier Management

Service Transition
Transition Planning & Support
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Service Validation and Testing
Service Evaluation
Knowledge Management

Service Operation
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management

Continuous Service Improvement
Service Measurement
Service Reporting
ROI of Services
Service Level Management

ISO 20000 Internation Standard
IT Service Management System
Process Approach and the PDCA Cycle

Review Program and Exam Tips
Mock Exam

Course Date & Venue
Date13-14 May 2011
Time9:30am - 5:30pm
VenueBasement 2, The CharterHouse, 209 Wan Chai Road, Wan Chai [See Map]

*i-TotalSecurity reserves the rights to modify the schedule as required.
Course Fee
HK$4,500 (including Certification Exam Fee)
Early bird price - Enroll 2 weeks before course commencement.
Course Leader
Mr. Ikram Ahmed Khan, Director Consulting of Business Beam (Pvt.) Limited Pakistan. He is a distinguished corporate advisor and lead instructor in various domains including CMMI, ISO 27001 ISMS, ITIL / ISO 20000 ITSMS, ISO 9001 QMS, Six Sigma and BS 25999 BCMS.

As a leading corporate instructor, Ikram has delivered training courses and workshops to 2,000+ executives from 120+ organizations. Ikram has done M.S. in Computer Science from LUMS, and B.E. in Computer Systems Engineering from NED University.

He has more than 10 years of rich, cross-functional and diversified industry experience. Ikram is SEI Authorized CMMI Instructor. He is also candidate SEI CMMI SCAMPI Lead Appraiser, ITIL Service Manager, PMP, CSQE, ISO 9001 and ISO 27001 Lead Auditor, ITSMF Certified ISO 20000:2005 Consultant, Six Sigma Black Belt, and COPC Registered Coordinator.
About i-TotalSecurity
A pioneer in information systems control and security education and consultancy who bring the best knowledge, skills and practices to meet the certification and working needs of individuals and corporations.

Since 1995, our qualified and no-nonsense security specialists are teaching information security with students from leading corporations, government and military organizations internationally.
Call us at +852 2965.4445 or e-mail