About ITIL® Foundation

The ITIL® Foundation course is the entry level course for certification in IT Service Management (ITSM). This course covers the latest version (2011) of ITIL® . It is presented from the perspective of managing IT Services through their lifecycle from conception through implementation and finally retirement using the five core AXELOS publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as the improvement of operational efficiency.
This course is delivered in a classroom setting using a case study and exercises that are designed to enhance the candidates understanding of ITIL® . Students who have attended this course, and have done some self study, are suitably prepared to take the associated ITIL® Foundation test. The ITIL® Foundation certificate is a requirement for attending any of the ITIL® intermediate level courses available in this track.
The ITIL® Foundation certificate in IT Service Management certifies that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for IT Service Management. The ITIL® Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL® practices for service management without further guidance.

Course and Learning Objectives

Upon successful completion of the education and examination components, related to
this certification, candidates can expect to:
Comprehend the principles and concepts of IT Service Management as a practice.
Comprehend the ITIL® Service Lifecycle and its purpose.
Be aware of the generic concepts and definitions used in ITIL®
Comprehend the key principles and models
Be aware of the processes and their role within the lifecycle concept
Be aware of the main functions within an IT organization
Be aware of the roles as defined within ITIL®
Be aware of the importance of technology and architecture to IT Service
Management
Be aware of the need for training and the development of competences.
Understand the best practices of implementing ITIL® within an organization.
Be prepared to take the ITIL® Foundation Certification exam

Course Approach

to IT Service Management according to ITIL® . An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Foundation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance.

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Course Details

Course Outline
INTRODUCTION
Introduction/Housekeeping
Introduction to generic concepts and definitions
IT as a Service
Introduction to processes and process management
The Service Lifecycle approach

SERVICE STRATEGY
Purpose, goal, objectives & Scope
Value Creation through Services
Utility and Warranty
Assets — Resources and Capabilities
Service Strategy — Main activities
Service Strategy processes
Service Portfolio management
Demand management
Financial management
Business Relationship Management

SERVICE DESIGN
Purpose, goal, objectives & Scope
Competences, skills and training
Roles in Process management
The Service Portfolio and the Service Catalog
Service Design processes
Design Coordination
Service Design aspects and the 4 P’s
Technology and Architecture
Service Level Management
Service Catalog Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Supplier management

SERVICE TRANSITION
Purpose, goal, objectives & Scope
Service Transition value to the business
Technology and architecture
Service Transition Processes
Change Management and the 7 R’s
Service Asset and Configuration Management
Transition planning and support
Release and Deployment Management
Knowledge Management

SERVICE OPERATION
Purpose, goal, objectives & Scope
Service Operation definitions
Service Operation functions
The Service Desk
Technical Management
Application Management
IT Operations Management
Service Operations Processes
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management

CONTINUAL SERVICE IMPROVEMENT
The Service Lifecycle
Purpose, goal, objectives & Scope
The CSI Register
Models and Processes
The seven step Improvement Process
The Deming Cycle and the DIKW model
Measurements, KPI’s and metrics
Continual Service Improvement activities
Roles in CSI
Continual Service Improvement interfaces
Interface with Service Level Management
Risk management

EXAM PREPARATION
Home study
Sample Exams and classroom feedback
Recaps and discussions

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