ITIL® Foundation in IT Service Management
ITIL® Foundation in IT Service Management
Course Description:
This course provides comprehensive first-level training for anyone involved in provision, support, and delivery of IT Services. The ITIL® Framework acts as a source of good practice in service management. ITIL® is used by organizations worldwide to establish and improve capabilities in service management.
Service management is a set of specialized organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organization’s capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organization is merely a bundle of resources that, by itself, has relatively low intrinsic value for customers
Course Objective:
The purpose of the ITIL® Foundation certificate in IT Service Management is to obtain knowledge of the ITIL® terminology, structure and basic concepts and to comprehend the core principles of ITIL® practices for service management. The course covers the five core volumes which provide an end-to-end view of IT and its integration with business strategy. Those five core volumes are:
Service strategy provides guidance on how to design, develop, and implement service management. It ensures that the overall business aims and strategies are supported by the IT organization’s aims and strategies.
Service design provides guidance on the design of new or changed services for introduction into the live environment.
Service transition provides guidance on managing change along with risk and quality while ensuring IT Operations can manage those changes within the context of the ICT Infrastructure.
Service operation provides guidance on the day to day management of the ICT Infrastructure. It is also contributes to the Service Management Lifecycle in carrying out those processes which contribute to the optimization of the services provided.
Continual service improvement looks at the Service Management Lifecycle. It identifies opportunities for improvements in the efficiency, effectiveness of the processes and the optimization of the costs associated with service provision.
Target Audience:
This qualification is primarily aimed towards:
— who a of ITIL® it to ofIT withinan
—IT arean andwho toan
—of can of ITan
This may include but is not limited to, IT professionals, business managers and business process owners. And the ITIL® qualification is open to any individuals who may have an interest in the subject.
Course Outline:
Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification
- Service management as a practice:
—of
—Why
— Concept of a service
— Concept of internal and external customers
— Concept of internal and external services
—of
— Concept of IT service management
— Concept of stakeholders in service management
—Whatare
— The process model and the characteristics of processes
- The ITIL® service lifecycle:
— of and
— to of and
- Generic concepts and definitions:
Defining and explain following key concepts
— Assets, resources and capabilities— Service portfolio
—of
— Governance
— Business case
—Risk
— Service provider
— Supplier
— Operational level agreement
— Underpinning contract
— Availability
— Service knowledge management system
— Configuration management system
— Definitive media library (DML)
— Change and its types
— Event
- Key Principles and Models:
—Service strategy:
— Service design: Understand the importance of four P’s for service management, Understand the five major aspects of service design
— Continual service improvement: the continual service improvement approach, Understand the role of measurement for continual service improvement and discuss key concepts ( Relationship between CSF’s and KPI’s, Baselines, Type of Metrics)
- Processes:
The purpose of this module is to help the participant understand how the service management processes contribute to the ITIL® service lifecycle, to explain the purpose, objectives, scope, basic concepts
— portfolio management, Financial management for IT services, Business relationship management
— level management, Service catalogue management, Availability management, ISM, Supplier management, Capacity management, IT service continuity management, Design coordination
— management, Release and deployment management, Knowledge management, Service asset and configuration management, Transition planning and support
— Problem management, Event management, Request fulfillment, Access management
— (The seven-step improvement process
- Functions:
— IT
- Roles:
— Process Manager
— Process Practitioner
— Service Owner
- Technology and architecture:
About the Examination
It is recommended that students should complete at least one ITIL® Foundation Mock Exam The syllabus can be downloaded from:
Type
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Multiple choice, 40 questions. The questions are selected from the full ITIL® Foundation Certificate in IT Service Management examination question bank.
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Duration
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Maximum 60 minutes for all candidates in their respective language
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Provisions for additional time relating to language
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Candidates completing an exam:
their primary business language,
have a maximum of 75 minutes to complete the exam and are allowed the use of a dictionary
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Prerequisite
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Accredited ITIL® Foundation training is strongly recommended but is not a prerequisite
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Supervised
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Yes
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Open Book
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No
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Pass Score
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26/40 or 65%
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Delivery
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This examination is available in Online or Paper based format
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