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.

Target Group

The target group of the ITIL® Foundation certificate in IT Service Management is:

This may include but is not limited to, IT professionals, business managers and business process owners.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

Prerequisite Entry Criteria

There are no formal criteria or pre-requisites for candidates wishing to attend an accredited ITIL® Foundation course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended.

Course Outline

The course is aimed at raising individual’s understanding of and competence in IT Service Management as described in the ITIL® Service Strategy, ITIL® Service Design, ITIL® Service Transition, ITIL® Service Operation, ITIL® Continual Service Improvement, ITIL® Introduction and ITIL® Glossary publications. The syllabus has been designed with ease of reference, extensibility and ease of maintenance in mind.

Service Management as a practice

This unit is aiming to help the candidate to define Service and to comprehend and explain the concept of Service Management as a practice.

Specifically, candidates must be able to:

The Service Lifecycle

This unit is aiming to help the candidate to understand the Service Lifecycle and explain the objectives and business value for each phase in the lifecycle.

Specifically, candidates must be able to:

Key concepts

This unit is aiming to help the candidate to define some of the key terminology and explain the key concepts of Service Management.

Specifically, candidates must be able to define and explain the following key concepts:

Key Principles and Models

This unit is aiming to help the candidate to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management.

Specifically, candidates must be able to:

Service Strategy
Discuss the three types of Service Providers:

Describe Service Strategy as Perspective, Position, Plan, or Pattern SS

Service Design
Understand the importance of People, Processes, Products and Partners for Service Management

Discuss the five major aspects of Service Design SD 3.6:

Be able to distinguish between different sourcing approaches and options

Service Transition
Explain the Service V model

Service Operation
Summarize the following conflicting motives in Service Operation

Explain the role of communication in Service Operation

Continual Service Improvement
Discuss the Plan, Do, Check and Act PDCA Model to control and manage quality

Explain the Continual Service Improvement Model Understand the role of measurement for Continual Service Improvement and explain the following key elements:

Understand the role of Governance for Continual Service Improvement

Processes

This unit is aiming to help the candidate understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, business value, basic concepts, activities, interfaces, key metrics KPI’s and challenges for three of the core processes and to state the objectives, business value, some of the basic concepts and interfaces for ten of the remaining processes. Specifically, candidates must be able to:

Service Strategy
Outline the four main activities in the Service Strategy process

State the objectives, business value, basic concepts and interfaces for:

Service Portfolio Management

Service Design
Explain the high level objectives, scope, business value, basic concepts, process activities, interfaces input/output, key metrics KPI’s and challenges for:

• Service Level Management SLM

State the objectives, business value, basic concepts and interfaces for:

• Service Catalogue Management
• Availability Management,
• Information Security Management ISM,
• Supplier Management

Service Transition

Explain the high level objectives, scope, business value, basic concepts, process activities, interfaces, key metrics and challenges for:

• Change Management

State the objectives, business value, basic concepts and interfaces for:

• Service Asset and Configuration Management SACM Release and Deployment Management

Service Operation

Explain the high level objectives, scope, business value, basic concepts, process activities, interfaces, key metrics and challenges for:

• Incident Management SO 4.2

State the objectives, business value, basic concepts and interfaces for:

• Event Management
• Request Fulfilment
• Problem Management

Continual Service Improvement

Explain the high level objectives, basic concepts, process activities, interfaces, and metrics for:

• The 7 step improvement process

Functions

This unit is aiming to help the candidate to explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and to state the role, objectives and overlap of three other functions.

Specifically, candidates must be able to:

Explain the role, objectives, organizational structures, staffing and metrics of:

• The Service Desk function

State the role, objectives and overlap of:

• The Technical Management function
• The Application Management function
• The IT Operations Management function IT Operations Control and Facilities Management

Roles

This unit is aiming to help the candidate to account for the role and the responsibilities of two of the key roles in Service Management and to recognize a number of the remaining roles.

Specifically, candidates must be able to:

Account for the role and the responsibilities of the

• Process owner
• Service owner

Recognise the RACI model and explain its role in determining the organization structure

Technology and Architecture

This unit is aiming to help the candidate to

Mock exam

This unit is aiming to help the candidate to pass the ITIL® Foundation exam.