ITIL Foundation Certification shows that you can contribute in improving the structure and maturity of an IT company. ITIL is a set of practices for IT Service Management which focuses on aligning IT services with the needs of business. It describes the procedures, processes, checklists and tasks that are not organizational specific but can be applied by a company for establishing integration with the organization`s strategy to maintain a certain level of competency. This course includes comprehensive coverage of Foundation Certification exam topics, pre-course study and overview maps of concepts that will enable you to sit in your certification exam.

Duration

• 2.5 Day

Exam Details

• • Examination type: multiple-choice questions
  • Number of questions: 40
  • Pass mark: 65% (26 out of 40)
  • Electronic equipment/aides permitted: No
  • Time allotted for examination: 60 minutes

Concepts of IT service management

• The efficient development of new services
• Improvement of existing services
• Good practice
• Functions, roles and processes

The service lifecycle

• Design, development and utilization of services
• Utility and warranty
• Service design and the business
• IT and the business integration

ITIL Service Lifecycle

The five core processes

• Service strategy
• Service design
• Service strategy
• Service transition
• Service operation
• Continual service improvement

The value of the ITIL service lifecycle

• Integrating the processes throughout the lifecycle
• Explaining the objectives and scope for each phase

ITIL Core Concepts

Identifying and documenting the services

• Service portfolio
• Service catalogue
• Business Case
• Risk
• Service Provider
• Supplier
• Service Level Agreement (SLA)
• Operational Level Agreement (OLA)

Optimising the infrastructure

• Service request
• Change and release
• Event, alert and incident
• Known error and Known Error Database (KEDB)
• Service Knowledge Management System (SKMS)

ITIL Key Principles and Models

Value-creation through services

• Balancing opposing forces
• Management information systems and tools

Exploring the importance of people, processes, products and partners

• Critical success factors
• Measurement methods and metrics

ITIL Processes

Service strategy

• Service portfolio management
• Financial management for IT services
• Business relationship management

Service Design

• Service Level Management (SLM)
• Design coordination
• Service catalogue management
• Supplier management
• Risk assessment and IT service continuity management
• Defining the scope of information security management
• Capacity management
• Availability management

Service transition & operation

• Business value, asset and configuration management
• Explaining the objectives of change management
• Knowledge management
• Transition planning
• Release and deployment management
• Process activities of incident and problem management
• Request fulfilment
• Stating the purpose of event and access management

Continual Service Improvement

• The seven-step improvement process
• The Deming Cycle (plan, do, check, act)

Service Management Functions and Roles

Outlining IT organization functions

• Service desk function
• IT operations function
• Technical management function
• The application management function

Defining service roles

• The responsibilities of key roles in service management
• Process owner
• Service owner
• Process manager
• Process practitioner
• Recognizing the RACI responsibility model and its role in determining organizational structure
• How service automation assists with integrating service management processes