course factsheet_itil foundation

8/18/2019 Course Factsheet_ITIL Foundation

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Course Fact Sheet: ITIL® 2011 Foundation

Credentials –

ITIL® 2011 Foundation

Duration –

Two Days

Course Delivery –

Instructor Led Classroom Training

Reference Material –

ITIL® 2011 Foundation

(Hard Copy / Soft Copy)

Prerequisites –

None, although a familiarity with IT

service delivery will be beneficial.

About the Examination –

The exam is a closed book exam with

Forty (40) multiple choice questions. Exam duration is a maximum of 60

minutes for all candidates in their

respective language (candidates

sitting the examination in a language

other than their first language have a

maximum of 75 minutes and are

allowed to use a dictionary)

Each question will have 4 possible

answer options, with the correct

answer carrying one mark each

No negative marking Pass score is 26/40 or 65%

Credits –

Upon successful passing of the ITIL

Foundation exam, the student will be

recognized with 2 credits in the ITIL

qualification scheme

18 Professional Development Units

(PDUs) will be awarded

ITIL ® 2011 Foundation Course

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.

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.

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.


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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

The ITIL service lifecycle

Generic concepts and definitions Key principles and models

Selected processes

Selected functions

Selected roles

Technology and architecture

Competence and training

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.

Learning Objectives:

Upon completion of this course and examination, the learner will gain competencies

in:

Identify the key principles and concepts of IT Service Management

Identify the benefits of implementing ITIL in an organization

Identify the Service Management processes and how they map to the

Service Lifecycle

Identify the basic concepts and definitions related to the Service Lifecycle

Identify the activities and roles involved with the Service Lifecycle

Identify the relationship of each component of the Service Lifecycle and

how they map to other components

Identify the factors that affect the effectiveness of the Service Lifecycle


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Course Outline:

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

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)

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 deploymentmanagement, 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)


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Disclaimer:

ITIL® is a registered trade mark of

AXELOS Limited.

©2014 - Priskills Knowledge

Solutions. All Rights Reserved.

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 managementprocesses

course factsheet_itil foundation

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