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ITIL Foundation

Course Description

Curriculum

Chapter 1 : WHAT IS ITIL ? 

1WHAT IS ITIL ?

ITIL (Information Technology Infrastructure Library) is a body of knowledge and set of best practices for successful IT service management. It provides guidance for:

  •     Converting innovative ideas and concepts into services for customers
  •     Solving problems with effective and enduring solutions
  •     Controlling costs and risks that could otherwise destroy the value created by the service
  •     Learning from successes and failures to manage new challenges and opportunities

ITIL is the result of the UK government’s Cabinet Office documenting a set of processes and procedures for the delivery and support of high quality IT services, designed  and managed  to meet the needs of an organization. ITIL can be adopted by an organization and adapted to meet its specific needs.

 

Chapter 2 : BENEFIT OF ITIL 

1BENEFIT OF ITIL

  •     Provides a single documented framework for IT best practices that flow across the IT organization.
  •     Reduces IT costs and justifies the cost of IT quality and supports improvement of user productivity.
  •     Supports ability of IT to measure and improve internal performance and service provisioning.
  •     Improves communication and information flow between IT and the organization and business                      departments and identifies roles and responsibilities for IT Service Management.
  •     Improves ability of IT to adjust as business opportunities and challenges are presented.
  •     Improves relationship of IT with the business - builds trust.

 

Chapter 3 : WHO SHOULD ATTEND? 

1WHO SHOULD ATTEND?

This course is for professionals seeking the opportunity to enhance their careers by achieving certification in ITIL® Foundation. This course is especially useful for:

  •     IT Managers
  •     Application Developers
  •     IT Consultants
  •     Project Managers
  •     Business  Process  Professionals
  •     Systems Integrators
  •     Business  Analysts
  •     IT Operations Managers
  •     Service Desk Managers
  •     IT Operations and Support Professionals

 

Chapter 4 : LEARNING OBJECTIVES 

1LEARNING OBJECTIVES

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

Chapter 5 : COURSE CONTENTS 

1UNIT 1 : ITIL OVERVIEW

  •     ITIL History
  •     Components of ITIL
  •     Type  of Services
  •     Classification of Services
  •     IT Service Management (ITSM)
  •     Process  Management
  •     Technology and Architecture

2UNIT 2 : SERVICE STRATEGY

  •     Service Strategy Lifecycle Stage
  •     Service Portfolio Management
  •     The Demand Management Process
  •     The IT Financial Management Process
  •     Return on Investment

3UNIT 3 : SERVICE DESIGN

  •     Service Design Lifecycle Stage
  •     The Service Catalog Management Process
  •     The Service Level Management Process
  •     The Availability Management Process
  •     The Capacity Management Process
  •     The Information  Security Management (ISM) Process
  •     The IT Service Continuity Management (ITSCM) Process
  •     The Supplier Management Process

4UNIT 4 : SERVICE TRANSITION

  •     Service Transition Lifecycle Stage
  •     The Change Management Process
  •     The Release and Deployment Management Process
  •     The Service Asset and Configuration Management Process
  •     Knowledge Management

5UNIT 5 : SERVICE OPERATION FUNCTIONS

  •     Service Operation Lifecycle Stage
  •     The Service Desk Function
  •     The Technical Management Function
  •     The Application  Management Function
  •     The IT Operations Management Function

6UNIT 6 : SERVICE OPERATION PROCESSES

  •     The Event Management Process
  •     The Incident Management Process
  •     The Request Fulfillment Process
  •     The Access Management Process
  •     The Problem Management Process

7UNIT 7 : CONTINUAL SERVICE IMPROVEMENT

 

  •     The Continual Service Improvement Model
  •     IT Governance  across the Service Lifecycle
  •     Lifecycle Stage
  •     VDJI Concept
  •     PDCA  Cycle
  •     The Seven-Step Improvement Process

Chapter 6 : CERTIFICATION 

1CERTIFICATION

ITIL Foundation Certification Information:

  •     Exam Duration : 60 Minutes
  •     Exam Format : Multiple Choice
  •     Number of Questions : 40
  •     Exam Pass Mark : 26 out of 40(65%)
  •     Level  of Qualification : Foundation
  •     Electronic Devices Permitted : No
  •     Open  Book : No

Chapter 7 : PREREQUISITE 

1PREREQUISITE

  • There is no defined eligibility criterion for ITIL Foundation exam. Professionals, who require a basic understanding of the ITIL framework and are willing to enhance the quality of IT Service Management within an organization, can opt for ITIL Foundation certification.

$299

  • Lectures0
  • Video
  • Skill level Full Course
  • Languages English

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