ITIL Foundation. Course CAI-ITIL F-001; Three 8-hour classes; Instructor-led

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1 ITIL Foundation Updated: October 8, 2015 Course CAI-ITIL F-001; Three 8-hour classes; Instructor-led Introduction Audience At Course Completion Prerequisites Certification Course Materials Course Outline Introduction The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure, and basic concepts and has comprehended the core principles of ITIL practices for service management. The ITIL Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for service management without further guidance. Audience This course is intended for participants who are interested in using the skills associated with IT Service Management. The target group of the ITIL Foundation certificate in IT Service Management is drawn from: Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program. This may include but is not limited to, IT professionals, business managers, and business process owners. At Course Completion 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 (comprehension) The ITIL service lifecycle (comprehension) Generic concepts and definitions (awareness) Key principles and models (comprehension) Selected processes (awareness) Selected functions (awareness) Selected roles (awareness) Technology and architecture (awareness) Competence and training (awareness)

2 Prerequisites There are no prerequisites for this course; however, participants should have basic knowledge of the field of IT Service Management. Although not required, industry-specific experience (banking, pharmaceuticals, manufacturing, etc.) is helpful. Certification This course helps you prepare for the following credential: ITIL Foundation Certificate in IT Service Management This course will also provide you with a CAI Course Completion Certificate. Course Materials The participant materials include a comprehensive workbook and other artifacts necessary for this class. Course Outline Module 0: Course Introduction Describe this course. Describe this course s objectives. Identify this course s prerequisites. Identify this course s module topics. Describe ITIL Competence and Training. Describe ITIL Certification. Module 1: An Introduction to IT Service Management Describe the concept of a service. Describe the concept of service management. Describe ITIL and why it is successful. Recognize public standards and frameworks. Identify stakeholders. Contrast internal and external service providers. Differentiate types of services. Describe service automation. Describe the structure of the ITIL service lifecycle. Module 2: IT Service Management Roles Describe the generic roles and responsibilities in IT Service Management. Analyze a RACI Matrix.

3 Module 3: Service Strategy Define the purpose, objectives, and scope of Service Strategy. Explain Service Strategy s value to the business. Recognize the following Service Strategy foundation concepts: o Utility and warranty. o Value creation through services. o Assets, resources, and capabilities. o Governance and risk management. o Patterns of business activity. Module 4: Service Strategy Processes Define service portfolio management. Define financial management for IT services. Define business relationship management. Module 5: Service Design Define the purpose, objectives, and scope of Service Design. Explain Service Design s value to the business. Recognize the following Service Design foundation concepts: o The service design package (SDP). o The four Ps of Service Design People, processes, products, and partners. o The five aspects of Service Design. Module 6: Service Design Processes Define design coordination. Define service catalogue management. Define service level management. Define availability management. Define capacity management. Define IT service continuity management. Define information security management. Define supplier management. Module 7: Service Transition Define the purpose, objectives, and scope of Service Transition. Explain Service Transition s value to the business.

4 Module 8: Service Transition Processes Define transition planning and support. Define change management. Define service asset and configuration management. Define release and deployment management. Define knowledge management. Module 9: Service Operation Define the purpose, objectives, and scope of Service Operation. Explain Service Operation s value to the business. Recognize the following Service Operation foundation concepts: o The role of communication in Service Operation. Module 10: Service Operation Processes Define event management. Define incident management. Define request fulfilment. Define problem management. Define access management. Module 11: Service Operation Functions Describe the service desk function. Describe the technical management function. Describe the IT operations management function. Describe the application management function. Module 12: Continual Service Improvement Define the purpose, objectives, and scope of Continual Service Improvement. Explain Continual Service Improvement s value to the business. Recognize the following Continual Service Improvement foundation concepts: o The CSI register. o The Deming cycle (plan-do-check-act). o The continual service improvement approach. o Measurement. Module 13: The Continual Service Improvement Process Describe the seven-step improvement process.

5 CAI has been reviewed and accredited as an Authorized Training Organization of ITIL Foundation training by PEOPLECERT. ITIL is a registered trade mark of AXELOS Limited. IT Infrastructure Library is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.