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. 1
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: 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 Those who need understanding of how ITIL can be used to enhance the quality of IT service management within an organization 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: Concept of best practices in the public domain Why ITIL is successful? Concept of a service Concept of internal and external customers Concept of internal and external services Concept of service management Concept of IT service management Concept of stakeholders in service management What are processes and functions? The process model and the characteristics of processes 2
The ITIL service lifecycle: The structure of the ITIL service lifecycle The purpose, objectives and scope of service Lifecycle. (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) Value to the business by each stage of Service lifecycle. (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) Generic concepts and definitions: Defining and explain following key concepts Utility and Warranty Assets, resources and capabilities Service portfolio Service catalogue and Different view of Service Catalogue Governance Business case Risk management Service provider Supplier Service level agreement Operational level agreement Underpinning contract Service design package Availability Service knowledge management system Configuration item Configuration management system Definitive media library (DML) Change and its types Event Key Principles and Models: Service strategy: Value creation through services Service design: Understand the importance of four P s for service management, Understand the five major aspects of service design 3
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 Service Strategy (Service portfolio management, Financial management for IT services, Business relationship management) Service Design (Service level management, Service catalogue management, Availability management, ISM, Supplier management, Capacity management, IT service continuity management, Design coordination) Service Transition (Change management, Release and deployment management, Knowledge management, Service asset and configuration management, Transition planning and support) Service Operation (Incident management, Problem management, Event management, Request fulfillment, Access management) Continual Service Improvement (The seven-step improvement process) Functions: Role, objectives and organizational structures The technical management function, application management function, IT operations management function, service desk function Roles: RACI Model Process Owner Process Manager Process Practitioner Service Owner Technology and architecture: How service automation assists with expediting service management processes 4
About the Examination It is recommended that students should complete at least one ITIL Foundation Mock Exam The syllabus can be downloaded from: http://www.itil-officialsite.com/qualifications/itilqualificationlevels/itilfoundation.aspx Type Duration Provisions for additional time relating to language Prerequisite Multiple choice, 40 questions. The questions are selected from the full ITIL Foundation Certificate in IT Service Management examination question bank. Maximum 60 minutes for all candidates in their respective language Candidates completing an exam: in a language that is not their mother tongue, and where the language of the exam is not their primary business language, have a maximum of 75 minutes to complete the exam and are allowed the use of a dictionary Accredited ITIL Foundation training is strongly recommended but is not a prerequisite Yes No Supervised Open Book Pass Score 26/40 or 65% Delivery This examination is available in Online or Paper based format 5