ITIL V3 Foundation

for IT Service Management

Course
Introductions

Course introductions
Course format, agenda

and timings
Exam format and details
Personal introductions
Expectations?

Course format
Instructor-led teaching

modules
Assignments
Mock examination

questions
Mock examination and

review

Agenda
Day 1
Course Introduction
Service Management

Overview
Service Lifecycle
Key Principles, Models and
Concepts
Concepts, Processes, Roles
and Functions
Service Operation

Day 2
Concepts, Processes and Roles

Service Transition
Service Design
Continual Service
Improvement

Day 3
Concepts, Processes and

Roles (Cont)
Service Strategy
Technology and Architecture
ITIL Qualification Scheme
Revision and Mock

Examination

Timing
Start times
End times
Breaks
Examination
Time-keeping

Exam format and details

Multiple choice
40 questions
60 minutes

15 extra minutes if
English is not your first
language
65% pass mark
(26 out of 40)
Enrollment and exam procedure:

Enroll on the learning activity ITILV3EX

(http://w3.ibm.com/learning/lms/Saba/Web/Main/goto/Offerin
gDetails?offeringId=dowbt000000000030969) .
Pass exam together with the group
Ask Larisa Mikhailova for information!

Personal introductions
Name
Job Title/Responsibilities
ITSM experience?
Expectations?