Download - 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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Course Fact Sheet: ITIL® 2011 Foundation
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 Fact Sheet: ITIL® 2011 Foundation
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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Course Fact Sheet: ITIL® 2011 Foundation
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