ITIL Foundation Certification Course v3 Information Technology Service Management (MIE-ITIL-FDN, 3 days)

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1 ITIL Fundatin Certificatin Curse v3 Infrmatin Technlgy Service Management Curse Overview The purpse f the ITIL Fundatin certificate in IT Service Management is t certify that the candidate has gained knwledge f the ITIL terminlgy, structure and basic cncepts and has cmprehended the cre principles f ITIL practices fr Service Management. The ITIL Fundatin certificate in IT Service Management is nt intended t enable the hlders f the certificate t apply the ITIL practices fr Service Management withut further guidance. Students can expect t gain cmpetencies in the fllwing upn successful cmpletin f the educatin and examinatin cmpnents related t this certificatin. Target Grup Service Management as a practice Service Lifecycle Key Principles and Mdels Generic Cncepts Selected Prcesses Selected Rles Selected Functins Technlgy and Architecture Instructr Curse t be taught by an authrised ITIL instructr with gd experience & imprtantly, having a gd track recrd f student passing this exam under his training! The target grup f the ITIL Fundatin certificate in IT Service Management is drawn frm: Individuals wh require a basic understanding f the ITIL framewrk and hw it may be used t enhance the quality f IT service management within an rganizatin. IT prfessinals that are wrking within an rganizatin that has adpted and adapted ITIL wh need t be infrmed abut and thereafter cntribute t an nging service imprvement prgramme. This may include but is nt limited t, IT prfessinals, business managers and business prcess wners. Frmat f the Examinatin This curse has an accmpanying examinatin at which the candidate must achieve a pass scre t gain the ITIL Fundatin Certificate in IT Service Management. Type: Multiple chices, 40 questins, 60 minutes. (Candidates sitting the examinatin in a language ther than their native language have a maximum f 75 minutes and are allwed the use f a dictinary) Supervised: Yes Open Bk: N Pass Scre: 65% (26 ut f 40) Delivery : Online r Paper Based. Curse Agenda Day 1: Welcme intrducing trainer and students Admin and husekeeping matters ITIL v3 Intrductin Service Management as a Practice Service Lifecycle Generic Cncepts and Definitins Day 2: Key Principles and Mdels cvering Service Strategy, Service Design, Service Transitin, Service Operatin and Cntinual Service Imprvement Prcesses cvering Service Strategy, Service Design, Service Transitin, Service Operatin and Cntinual Service Imprvement Functins Day 3: Rles Technlgy and Architecture Revisin Mck / Trial Examinatin The actual examinatin (60 minutes) FAX: (65) Page 1 f 5

2 ITIL Fundatin Certificatin Curse v3 Infrmatin Technlgy Service Management Curse Outline Intrductin This curse aims at raising individual s understanding f, and cmpetence in, IT Service Management as described in the ITIL Service Strategy, ITIL Service Design, ITIL Service Transitin, ITIL Service Operatin, ITIL Cntinual Service Imprvement, ITIL Intrductin and ITIL Glssary publicatins. Students fr the ITIL Fundatin certificate in IT Service Management have t cmplete all units and successfully pass the crrespnding examinatin t achieve certificatin. Service Management as a practice The purpse f this unit is t help the student t define Service and t cmprehend and explain the cncept f Service Management as a practice. Specifically, students must be able t: Describe the cncept f Gd Practice Define and explain the cncept f a Service Define and explain the cncept f Service Management Define and distinguish between Functins, Rles and Prcesses Explain the prcess mdel List the characteristics f prcesses (Measurable, Specific results, Custmers, and Respnds t a specific event) The Service Lifecycle The purpse f this unit is t help the student t understand the Service Lifecycle and explain the bjectives and business value fr each phase in the lifecycle. Specifically, students must be able t: Briefly explain the Service Lifecycle Describe the structure, scpe, cmpnents and interfaces f the ITIL Library Accunt fr the main gals and bjectives f Service Strategy Accunt fr the main gals and bjectives f Service Design Briefly explain what value Service Design prvides t the business Accunt fr the main gals and bjectives f Service Transitin Briefly explain what value Service Transitin prvides t the business Accunt fr the main gals and bjectives f Service Operatins Briefly explain what value Service Operatin prvides t the business Accunt fr the main gals and bjectives f Cntinual Service Imprvement Briefly explain what value Cntinual Service Imprvement prvides t the business Generic cncepts and definitins The purpse f this unit is t help the candidate define sme f the key terminlgy and explain the key cncepts f Service Management. Specifically, students must be able t define and explain the fllwing key cncepts: Utility and Warranty Resurces and Capabilities Service Prtfli Service Catalgue (Business Service Catalgue and Technical Service Catalgue) The rle f IT Gvernance acrss the Service Lifecycle Business Case Risk Service Mdel Service Prvider Supplier Service Level Agreement (SLA) Operatinal Level Agreement (OLA) Cntract Service Design Package FAX: (65) Page 2 f 5

3 ITIL Fundatin Certificatin Curse v3 Infrmatin Technlgy Service Management Availability Service Knwledge Management System (SKMS) Cnfiguratin Item (CI) Cnfiguratin Management System Definitive Media Library (DML) Service Change Change types (Nrmal, Standard and Emergency) Release Unit Seven R s f Change Management Event Alert Incident Impact, Urgency and Pririty Service Request Prblem Wrkarund Knwn Errr Knwn Errr Data Base (KEDB) The rle f cmmunicatin in Service Operatin Key principles and mdels The purpse f this unit is t help the candidate cmprehend and accunt fr the key principles and mdels f Service Management and balance sme f the ppsing frces within Service Management. Specifically, students will be expsed t the intrductin f each f the fllwing cre principles namely Service Strategy, Service Design, Service Transitin, Service Operatin, and Cntinual Imprvement Service. Service Strategy Explain hw Service Assets are the basis fr Value Creatin Describe basics f Value Creatin thrugh Services Service Design Understand the imprtance f Peple, Prcesses, Prducts and Partners fr Service Management Discuss the five majr aspects f Service Design: Service Prtfli Design Identificatin f Business Requirements, definitin f Service Requirements and design f Services Technlgy and architectural design Prcess design Measurement design Distinguish between different Service Surcing appraches and ptins Service Transitin Explain the Service V mdel Service Operatin Summarize the fllwing cnflicting balances in Service Operatin: IT Services versus Technlgy cmpnents Stability versus Respnsiveness Quality f Service versus Cst f Service Reactive versus Practive Cntinual Service Imprvement Discuss the Plan, D, Check and Act (PDCA) Mdel t cntrl and manage quality Explain the Cntinual Service Imprvement Mdel Understand the rle f measurement fr Cntinual Service Imprvement and explain the fllwing key elements: Business value Baselines Types f metrics (technlgy metrics, prcess metrics, service metrics) FAX: (65) Page 3 f 5

4 ITIL Fundatin Certificatin Curse v3 Infrmatin Technlgy Service Management Prcesses The purpse f this unit is t help the student understand hw the Service Management prcesses cntribute t the Service Lifecycle, t explain the high level bjectives, scpe, basic cncepts, activities, key metrics (KPIs), rles and challenges fr five f the cre prcesses and t state the bjectives, sme f the basic cncepts and rles fr fifteen f the remaining prcesses. Specifically, candidates must be able t (fr each f the cres): Service Strategy Outline the fur main activities in the Service Strategy prcess Define the market Develp the fferings Develp strategic assets Prepare fr executin State the bjectives, basic cncepts and rles fr: Service Prtfli Management (SPM) Demand Management Financial Management Service Design Explain the high level bjectives, scpe, basic cncepts, prcess activities, key metrics (KPI s), rles and challenges fr: Service Level Management (SLM) State the bjectives, basic cncepts and rles fr: Service Catalgue Management Availability Management Infrmatin Security Management (ISM) Supplier Management Capacity Management IT Service Cntinuity Management Service Transitin Explain the high level bjectives, scpe, basic cncepts, prcess activities, key metrics, rles and challenges fr: Change Management State the bjectives, basic cncepts and rles fr: Service Asset and Cnfiguratin Management (SACM) Release and Deplyment Management Service Operatin Explain the high level bjectives, scpe, basic cncepts, prcess activities, key metrics, rles and challenges fr: Incident Management State the bjectives, basic cncepts and rles fr: Event Management Request Fulfillment Prblem Management Access Management Cntinual Service Imprvement Explain the high level bjectives, basic cncepts, prcess activities, rles and metrics fr: The 7 step imprvement prcess Functins The purpse f this unit is t help the student explain the rle, bjectives, rganizatinal structures, staffing and metrics f the Service Desk functin and state the rle, bjectives and verlap f three ther functins. Specifically, candidates must be able t: FAX: (65) Page 4 f 5

5 ITIL Fundatin Certificatin Curse v3 Infrmatin Technlgy Service Management Explain the rle, bjectives, rganizatinal structures, staffing and metrics f: The Service Desk functin (SO 6.2) State the rle, bjectives and rganizatinal verlap f: The Technical Management functin The Applicatin Management functin The IT Operatins Management functin (IT Operatins Cntrl and Facilities Management) Rles The purpse f this unit is t help the student accunt fr the rle and, be aware f the respnsibilities f sme f the key rles in Service Management and t recgnize a number f the remaining rles described in ther Learning Units. Specifically, students must be able t: Accunt fr the rle and the respnsibilities f the Prcess wner Service wner Recgnize the RACI mdel and explain its rle in determining rganizatinal structure. Technlgy and Architecture The purpse f this unit is t help the student t: List sme generic requirements fr an integrated set f Service Management Technlgy Understand hw Service Autmatin assists with integrating Service Management prcesses FAX: (65) Page 5 f 5

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