MODULE CURRICULUM DOCUMENT

MODULE CURRICULUM DOCUMENT ITIL FOUNDATION (C383) Approved by: Boo Chong-han Director, School of Infocomm Date of Approval: 20 March 2015 Submitted by: Anne Tan Module Chair Effective Date: AY2015 Semester 1 ITIL Foundation Page 1

SECTION 1: MODULE RUBRIC Module Provider: Supported Departments: School of Infocomm (SOI) NA Credit Units: 4 Total Curriculum Hours: 60 SECTION 2: MODULE OVERVIEW This module introduces students to the concepts of IT Service Management based on ITIL (Information Technology Infrastructure Library). ITIL is the de-facto documented framework that provides organizations with best practice guidance for IT Service Management. This module focuses on the processes, functions and capabilities required to support IT services in business based on the ITIL lifecycle approach which incorporates the following five phases: Service Strategy: the design, development and implementation of service management as a strategic asset to align with business processes Service Design: the design of service and service management processes Service Transition: the building, testing, authorizing, and implementation of new and changed services Service Operation: the day-to-day support and management of live services Continual Service Improvement: maintaining value for customers through monitoring and improving services, processes and technology throughout the lifecycle The key topics covered in this module include: Service management as a practice The ITIL Service lifecycle ITIL concepts and definitions ITIL principles and models ITIL processes ITIL functions ITIL roles Upon completion of the module, students should be able to: Define the key ITIL terminology, basic concepts and core principles of ITIL practices for service management based on the ITIL lifecycle. Explain the value, phases, underpinning processes of the ITIL lifecycle, integration and business value of each of the processes. Explain the role, objectives and organizational structures for the service desk function. State the role, objectives and overlaps of the Technical Management, Application and IT Operations Management functions. Explain the responsibilities of the key roles in Service Management (Process Owner, Process Manager, Process Practitioner and Service Owner) and the RACI model (responsible, accountable, consulted, informed) responsibility model and explain its role in determining organizational structure. ITIL Foundation Page 2

This module makes no assumption about prior knowledge in ITIL. It lays the foundation in IT Service Management for subsequent IT Service Management modules (C381 Service Operation and C382 Service Delivery) and enhances student awareness of IT Service Management best practices for their Industry Immersion Program. SECTION 3: MODULE OUTCOMES AND LEARNING OUTCOMES Module Outcomes 1 Explain the key concepts and terminology of IT Service Management in the context of ITIL, the phases of the ITIL lifecycle and how they interact with each other to deliver business value 2 Explain key concepts, principles and processes in the Service Strategy phase of the ITIL lifecycle, its strategic role in defining and enabling the delivery of IT Services aligned to business objectives. Learning Outcomes 1.1 Define and explain the concept of service, service management and IT Service Management 1.2 Explain how value for IT services is created through a combination of utility (fit for purpose) and warranty (fit for use) 1.3 Identify the stakeholders in IT Service Management 1.4 Describe the characteristics of customers, users, service provider and supplier 1.5 Identify and explain types of IT service assets (resources and capabilities) in IT service provisioning 1.6 Explain the process model and characteristics of processes 1.7 Distinguish between the role and responsibilities of Process Owner, Process Manager, Process Practitioner and Service Owner 1.8 Describe the RACI (responsible accountable, consulted, informed) model and explain its role in determining organizational structure 1.9 Describe functions and differentiate between functions and processes 1.10 Describe ITIL and the structure of the ITIL lifecycle 1.11 Explain the purpose and objectives of the phases of the ITIL lifecycle and the value they provide to the business 2.1 Explain Service Strategy, the core phase of the ITIL service lifecycle which defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organization s business outcomes and its linkage with the other phases 2.2 Describe the purpose, objectives and scope of the five processes in Service Strategy (Strategy Management for IT Services, Service Portfolio Management, Demand Management, Business Relationship Management, Financial Management for IT services) and their business value 2.3 Identify and explain the components of a business case which includes information about costs, benefits, options, issues, risks and possible problems. ITIL Foundation Page 3

2.4 Explain how a business case is used to justify the launch of an IT service at Strategy Management for IT Services 2.5 Explain the purpose of Service Portfolio Management in providing an insight into the total investment for IT Services 2.6 Describe the components of the Service Portfolio 2.7 Define and interpret patterns of business activity and how they influence demand in Demand Management 2.8 Explain how the needs of customers can be met through Business Relationship Management 2.9 Explain Financial Management for IT Services and its role in determining investment levels required to design, develop and deliver an IT service 2.10 Explain the role of budgeting, accounting and charging in IT service provisioning 2.11 Explain the role of governance in the management of IT services 2.12 Identify and explain the steps in risk management for IT Service management 3. Explain key principles and processes in the Service Design phase of the ITIL lifecycle, how the processes integrate with each other and how they contribute to business value. 3.1 Explain the purpose of the Service Design phase of the ITIL lifecycle in planning and design of new and changed services agreed on in Service Strategy 3.2 Explain the importance of a holistic approach to service design involving people, processes, products and partners 3.3 Explain the five major aspects of the design stage required to realize the Service Strategy: service solution, processes, management information systems, architectures and metrics 3.4 Describe the process, objectives and scope of the eight processes in Service Design (Service Level Management, Service Catalog Management, Availability Management, Information Security Management, Capacity Management, Supplier Management, Service Continuity Management, and Design Coordination) and their business value 3.5 Describe activities and interfaces of Service Level Management and components of a Service Level Agreement 3.6 Explain how Service Level Agreements are used to deliver to agreed IT service targets aligned to business requirements 3.7 Explain the different types of Service Level Agreements 3.8 Differentiate between the different contracts such as ITIL Foundation Page 4

Service Level Agreement, Operational Level Agreement and Underpinning Contract 3.9 Describe how Service Catalog Management ensures an appropriate mix of service provision to meet customer requirements 3.10 Describe the components and contents of the Service Catalog 3.11 Differentiate different aspects of availability (availability, reliability, maintainability, serviceability) and their relationship to service levels 3.12 Describe and differentiate the different availability levels and their impact in IT service provision such as service availability, component availability 3.13 Describe and differentiate proactive and reactive activities in Availability Management and how they improve availability 3.14 Explain the concept of Vital Business Function and its impact in the context of Availability Management 3.15 Describe the activities in Information Security Management, components of the Information Security Management System and the contents of the Information Security Policy 3.16 Explain the Capacity Management sub-processes such as business, service and component capacity, activities and interfaces and their relationship to service level provision 3.17 Describe the contents of the Capacity Plan and Capacity Management Information System 3.18 Describe how Supplier Management contributes to effective management of suppliers 3.19 Describe the contents of the Supplier and Contract Management Information System (SCMIS) in relation to effective Supplier Management aligned to service levels 3.20 Differentiate between Supplier Management and Business Relationship Management 3.21 Explain how IT Service Continuity Management provides for IT services continuity that support business continuity plans 3.22 Explain Risk Assessment and recommend risk reduction measures to ensure IT Service continuity 3.23 Evaluate and prioritize recovery of critical business applications using Business Impact Analysis 3.24 Explain how Design Coordination ensures the effective coordination of design activities, processes and resources for new and changed services ITIL Foundation Page 5

3.25 Explain the contents of the Service Design Package, a key output from the Service Design phase which will be passed to the Service Transition phase 4. Explain key principles and processes in the Service Transition phase of the ITIL lifecycle, how the processes integrate with each other and how they contribute to business value. 4.1 Explain the purpose of the Service Transition phase of the ITIL lifecycle in ensuring effective delivery of new and changed services into Operations 4.2 Describe the purpose, objectives and scope of the eight processes in Service Transition (Change Management, Change Evaluation, Service Asset and Configuration Management, Knowledge Management, Release & Deployment Management, Service Validation & Testing,Transition Planning & Support) and their business value 4.3 Explain the activities and interfaces of Change Management for controlling the lifecycle of all changes with minimum disruption to the business 4.4 Describe and classify the different types of change requests such as normal, emergency and standard changes and associated change models (how they should be handled) 4.5 Explain the relationship between change models, change proposals, remediation planning and change priority 4.6 Differentiate between the roles and responsibilities of a Change Advisory Board and Emergency Change Advisory Board in Change Management 4.7 Explain the purpose of Change Evaluation to perform a change assessment at various points in the change lifecycle 4.8 Explain the purpose of Service Asset and Configuration Management 4.9 Describe the relationship between Configuration Items, Configuration Management Database, Service Assets, Service Asset and Configuration Management and Definitive Media Library 4.10 Explain the purpose of Knowledge Management 4.11 Differentiate between data, information, knowledge and wisdom 4.12 Differentiate between Configuration Management System and Service Knowledge Management System 4.13 Explain the 4 phases and activities of Release & Deployment Management that ensures the build, test and deployment of releases is delivered with minimal impact to the production environment 4.14 Distinguish between the types of releases such as ITIL Foundation Page 6

delta, full and package release, release categories such as minor, major and emergency and release approaches such as push, pull, big bang 4.15 Describe the purpose of a release policy and its contents 4.16 Explain the purpose of Service Validation and Testing for new and changed services 4.17 Explain the purpose of Transition Planning and Support to plan and coordinate resources to transition new or changed services to production 5. Explain key principles and processes and functions in the Service Operation phase of the ITIL lifecycle, how the processes integrate with each other and how they contribute to business value. 5.1 Explain the purpose of the Service Operation phase of the ITIL lifecycle in carrying out the activities and processes required to manage and deliver services according to agreed service levels 5.2 Describe the purpose, objectives and scope of the five processes in Service Operation (Incident Management, Problem Management, Request Fulfilment, Access Management, and Event Management) and their business value 5.3 Identify the activities in Incident Management 5.4 Explain the different types of escalation such as functional and hierarchical escalation and when they apply 5.5 Differentiate between incidents and problems 5.6 Identify the activities in Problem Management 5.7 Describe the relationship between root cause, workaround, known error and known error database 5.8 Differentiate between proactive and reactive problem management 5.9 Describe the activities of Request Fulfillment 5.10 Differentiate between service requests and incidents and their appropriate management process (Request Fulfilment or Incident Management) 5.11 Describe Access Management activities 5.12 Differentiate between Access Management and Information Security Management 5.13 Describe the activities in Event Management 5.14 Describe the different types of events such as informational, warning and events that signify exceptions 5.15 Describe the interface between Event Management and other Service Operations processes such as Incident Management, Problem Management and Change Management ITIL Foundation Page 7

5.16 Explain the role, objectives and organizational structures of functions in Service Operations such as Service Desk, Technical Management, Application Management and IT Operations 5.17 Explain the importance of good communications in achieving successful service operations 5.18 Describe the characteristics of various service desk structures and explain their different implementations such as local, virtual service desk 5.19 Distinguish between IT Operations (IT Operations Control and Facilities Management), Technical Management and Applications Management 6. Explain key principles and process in the Continual Service Improvement phase of the ITIL lifecycle to support changing business requirements. 6.1 Explain the purpose of the Continual Service Improvement phase of the ITIL lifecycle in carrying out the activities and processes required to ensure that services are aligned to changing business needs. 6.2 Describe the purpose, objectives and scope of the Seven Step Improvement Process and its business value 6.3 Explain the Continual Service Improvement approach 6.4 Define and explain the Deming Cycle 6.5 Explain the role of measurement in Continual Service Improvement 6.6 Explain the measurement methods and metrics such as baselines, critical success factors and key performance indicators 6.7 Explain the different metrics in IT Service Management such as technology metrics, process metrics and service metrics SECTION 4: TEACHING AND LEARNING The teaching and learning approach adopted in this module is problem-based learning which involves students working on one problem a day over a structure of three meetings and two study periods. Problem-Based Learning (PBL) The module adopts the typical PBL model which involves students in working on one problem a day over a structure of three meetings and two study periods. The characteristics of PBL are as follows: A problem is used to trigger learning of new knowledge and skills Students work in collaborative small groups in the process of learning The main role of a teacher is a facilitator of students learning Students are given the opportunity to construct their own knowledge with the assistance of a facilitator and other suitable scaffolds Students are given the opportunity to undergo individual self-directed learning ITIL Foundation Page 8

Students have an opportunity to present their findings/solution Students reflect not just upon what they learn but how they went about learning SECTION 5: ASSESSMENT Assessment Components Students are assessed based on 2 main components: Continuous Assessment (CA) and Semester Assessments. The students are assessed on their attainment of knowledge and practical skills, engagement with knowledge and practical skills and engagement in collaborative learning for the CA. These criteria focus both on the development of good learning processes and learning behaviors as well as the attainment of skill and knowledge. For the Semester Assessments, the students are assessed on their ability to understand and apply what they have learnt at two points of the semester: Mid Semester Assessment (MSA) and End Semester Examination (ESE). Assessment Weighting The breakdown in weightings between CA and MSA/ESE is as follows: Assessment Mode Weighting (%) CA 30 MSA/ESE 70 The weighting for MSA and ESE are as follows: Assessment Components Weighting MSA 40% ESE 60% Grading Scale for MSA/ESE The recommended proportion of questions at Competent, Proficient and Advanced level for the module is shown below. For Written Tests: Level of Knowledge and Skills Recommended Proportion in each Test Competent 55 65 % Proficient 20 30 % Advanced 10 20 % A grading scale specifying the performance standards and corresponding percentage of marks to assign the test letter grade is shown below. Performance Standards Percentage (%) of Marks Assessment MSA/ESE Grade ITIL Foundation Page 9

Students able to answer all questions at Competent Level, most questions at Proficient Level and some questions at Advanced Level Students able to answer all questions at Competent Level and most questions at Proficient Level Students able to answer most questions at Competent Level and some questions at Proficient Level Students able to answer most questions at Competent Level Students unable to answer most questions at Competent Level 80 and above A 75 to less than 80 B+ 70 to less than 75 B 65 to less than 70 C+ 60 to less than 65 C 55 to less than 60 D+ 50 to less than 55 D (Pass) 40 to less than 50 E less than 40 F SECTION 6: LEARNING RESOURCES The resources used for the conduct of this module are as follows: Recommended Readings / References ITIL 2011 English Glossary and abbreviations V1.0 www.itil-officialsite.com/internationalactivities/translatedglossaries.aspx ITIL Lifecycle Publication Suite 2011 ITIL Foundation Page 10

ANNEX A: PROPOSED SCHEME OF WORK Learning Outcomes Week 1 2 3 4 5 6 7 8 9 10 11 12 13 1.1 X 1.2 X 1.3 X 1.4 X 1.5 X 1.6 X 1.7 X 1.8 X 1.9 X 1.10 X X 1.11 X X 2.1 X 2.2 X X 2.3 X 2.4 X 2.5 X 2.6 X 2.7 X 2.8 X 2.9 X 2.10 X 2.11 X 2.12 X 3.1 X X 3.2 X 3.3 X 3.4 X X X X 3.5 X 3.6 X 3.7 X 3.8 X 3.9 X 3.10 X 3.11 X 3.12 X 3.13 X 3.14 X 3.15 X 3.16 X 3.17 X 3.18 X 3.19 X 3.20 X 3.21 X 3.22 X 3.23 X ITIL Foundation Page 11

3.24 X 3.25 X 4.1 X X 4.2 X X X 4.3 X 4.4 X 4.5 X 4.6 X 4.7 X 4.8 X 4.9 X 4.10 X 4.11 X 4.12 X 4.13 X 4.14 X 4.15 X 4.16 X 4.17 X 5.1 X X 5.2 X X X 5.3 X 5.4 X 5.5 X 5.6 X 5.7 X 5.8 X 5.9 X 5.10 X 5.11 X 5.12 X 5.13 X 5.14 X 5.15 X 5.16 X 5.17 X 5.18 X 5.19 X 6.1 X X 6.2 X X 6.3 X 6.4 X 6.5 X 6.6 X 6.7 X ITIL Foundation Page 12

ANNEX B: TEMPLATE FOR UT/ ASSESSMENT SPECIFICATION TABLE Instructions: MCs are required to: prepare a specification table for each assessment that is set. align to the recommended proportions of questions as stipulated in Section 5, Assessment; and list the following in the assessment specification table: - The coverage of content standards (e.g. intended Learning Outcomes) of the module; - The knowledge and skills levels (e.g. competent, proficient and advanced) to be assessed; - The assessment s breadth, emphasis and depth (e.g. number of questions and marks accorded for the Learning Outcomes and levels). Assessment Specification Table Template Note: Adjust the recommended proportions for other types of assessment such as practical tests, assignments, etc. * Each part of the question is be reflected in a separate row, e.g., Q1(a) is one row, Q1(b) is another Knowledge and Skills Standards Content Standards <Indicate the relevant Learning Outcomes> Question No.* Competent Level (Marks) Proficient Level (Marks) Advanced Level (Marks) 1.1 1.2 Total marks: Percentage of marks: <x%+y%+z% = 100%> Recommended proportion: (for written paper) x% y% z% 55 65% 20 30% 10 20% ITIL Foundation Page 13

ANNEX C: SAMPLE OF A TEACHING AND LEARNING PLAN Not Applicable ITIL Foundation Page 14

ANNEX D: SENATE APPROVAL Not Applicable ITIL Foundation Page 15

AMENDMENT HISTORY S/No. Status/ Amendment Description Rev No. Effective Date (Indicate AY) Approval (Attach email record of approval) 1 New Release 00 AY2015 Sem 1 2 01 3 02 4 02 ITIL Foundation Page 16