ITIL® V3 Edition 2011

Our eLearning modules ITIL® V3 Edition 2011 are based on the current status of didactics, pedagogy and ergonomics. The advantages of these modern learning methods can be summarised in 3 words: anywhere, anytime and flexible.

eLearning: ITIL® V3 Edition 2011
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You will get an ITIL® Edition 2011 Overview based on the requirements of the Foundation requirements:

Module 1 Introduction and Basics concept:

Business and IT Integration: the challenges, What is a Service?, What is Service Management?,  Service Management in practice,  What is IT Governance?,  Processes and functions, Roles and the RACI model, Basic concept of generating added value (Utility & Warranty), Behaviour, attitude and culture , Service Lifecycle, What is ITIL®?, Why is ITIL® so successful?


Module 2 Service Strategy:

An overview of the Service Strategy Phase, Generating added value through services, Service Level Packages, A model of business activities, Resources and abilities, Risk management, Service Portfolio Management, Financial Management for IT Services, Business Case, Business Relationship Management, Technology and Architecture

Module 3 Service Design: Overview of the Service Design Phase; The 4 Ps of Service Management: People, processes, products and partners; The five main aspects of Service Design; Service Design Packages; Service Level Management; Service Catalogue Management; Availability Management; Information Security Management; Supplier Management; Capacity Management; IT Service Continuity Management; Design Co-ordination; Abilities and Training.
Module 4 Service Transition: Overview of the Service Transition phase; Principles and policy of the Service Transition phase; Change Management; Release and Deployment Management; Knowledge Management; Service Asset and Configuration Management; Transition Planning and Support

Module 5 Service Operation: Overview of the Service Operation phase; The principles and role of communication in the Service Operation phase; Incident Management; Problem Management; Event Management; Request Fulfilment; Access Management; as well as the Service Desk, Technical Management, Application Management and IT Operation Management functions

Module 6 Continual Service Improvement: the Continual Service Improvement phase; the Continual Service Improvement approach; the Deming Cycle; the role of measuring for the Continual Service Improvement; types of metrics; the 7-Stage Improvement Process; Service Reporting

ITIL V3 Mock Exam (80 Questions)

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4 Kommentare zu «ITIL® V3 Edition 2011»

  1. Hi,

    I am senior consultant in IT. I have got some experience regarding ITIL working on Logica and Capgemini. I would like to have improve my knowledge of ITIL, now.

    Best regards,


    1. Hi Bronislav,
      congratulation to your new challenge.
      If you want to do the Training based on the accredited Online Training material, you just can book here:
      ITIL V3 Edition 2011 Training:
      ITIL V3 Edition 2011 Training including Exam Voucher:
      Good luck!
      Best regards

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