ITIL v3 Primer

Certification Primer
This certification primer verifies that support center professionals possess the knowledge of the ITIL v3 framework necessary to support an ITIL initiative. ITIL v3 Foundation certified individuals have demonstrated their awareness of the ITIL processes and terms and satisfied the prerequisite requirement for pursuing additional ITIL v3 certifications.

This course outlines the ITIL best-practices framework and prepares the participant for the ITIL v3 Foundation certification exam, a prerequisite for all other ITIL certifications. This course provides an understanding of the service lifecycle and processes as well as the best and common practices for IT Service Management.

Whether adopting ITIL or embarking on continuous service improvement, participants will gain a fundamental understanding of how IT service, support, and delivery can be best organized to align IT with business needs, improve service quality, and reduce long-term costs.

Unit 1: ITIL Overview

ITIL History
Components of the ITIL Library
IT Service Management
Organizing for IT Service Management
Technology and Architecture

 Unit 2: Service Strategy

Service Strategy Lifecycle Stage
Service Portfolio Management
Demand Management Process
IT Financial Management Process

 Unit 3: Service Design

Service Design Lifecycle Stage
The Service Catalog Management Process
The Service Level Management Process
The Availability Management Process
The Capacity Management Process
The Information Security
Management Process
The IT Service Continuity
Management Process
The Supplier Management Process

 Unit 4: Service Transition

Service Transition Lifecycle Stage
Change Management Process
The Release and Deployment
Management Process
The Service Asset and Configuration
Management Process
Knowledge Management

Unit 5: Service Operation Functions

Service Operation Lifecycle Stage
The Service Desk Function
The Technical Management Function
The Application Management Function
The IT Operations Management Function

Unit 6: Service Operation Processes

Event Management Process
Incident Management Process
Request Fulfillment Process
Access Management Process
Problem Management Process

 Unit 7: Continual Service Improvement

Continual Service Improvement
Lifecycle Stage


Trainer's Profile:

Leoncio C. Flores, PMP, MCSD


Leo Flores has 11 years Project Management experience with PMP Certification and has been conducting Project Management trainings since 1998.


Mr. Leo has extensive solid IT experience in different countries across the globe, and held roles such as RPG  developer, Technical Team Lead, MIS Department Manager, and Senior Project Manager. He was PMP-certified from 2000 to 2003 and CMMI trained by SEI (Software Engineering Institute of Carnegie Mellon).  He held senior IT positions in the following companies: Deutsch Telecom / SIRTI, Boeing Aircraft, Visa International, Enron Corporation, and Covansys.


Duration: 2 days
Schedule: September 21 and 22, 2010
Time: 9am to 5pm
Venue: OnPoint Office Suite 2503, 25th Flr. 139 Corporate Center Valero cor. Sede
ño Sts., Salcedo Village, Makati City 1227
Venue map

Course Fee: Php 13,440.00 (Inclusive of VAT)

Course fee is inclusive of handouts, certificate, snacks and lunch.  Please make all checks payable to Posh Marketing Services.

Please bring your laptop.

Register Now!

For more details, please call 443-POSH(7674) or 347-7322 or text 0920-9826837 or 0922-8583538.  You can also email at

Cancellation of registration should be made seven working-days before the training date.  Otherwise, 50% of the training fee shall be charged.  No show during the training shall be charged 100% of the training fee.