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The ITIL Foundation Certificate in IT Service Management -SYLLABUS
Highlights :
1. 2 Day Instructor Lead Classroom training
2. “On line” Practice tests
3. APMG accredited courseware
4. 45 PDUs
5. Hardcopy of courseware
6. Instructor has worked in IT for over 20 years for a “hands on” experience in :
a. Designing and implementing ISO20k
b. ISO20k internal auditor
c. ITIL V3 Expert
d. Lean facilitator
e. Has designed and implemented ITIL compliant helpdesk tool
f. Not but not the least : He has worked in Strategic IT team as Head of various key IT functions such of
GNOC, Service Desk, Datacenter and IT Quality.
Service management as a practice
• Describe the concept of best practices in the public domain
• Describe and explain why ITIL is successful
• Define and explain the concept of a service
• Define and explain the concept of internal and external customers
• Define and explain the concept of internal and external services
• Define and explain the concept of service management
• Define and explain the concept of IT service management
• Define and explain the concept of stakeholders in service management
• Define processes and functions
• Explain the process model and the characteristics of processes
The ITIL service lifecycle
• Describe the structure of the ITIL service lifecycle
• Account for the purpose, objectives and scope of service strategy
• Briefly explain what value service strategy provides to the business
• Account for the purpose, objectives and scope of service design
• Briefly explain what value service design provides to the business
• Account for the purpose, objectives and scope of service transition
• Briefly explain what value service transition provides to the business
• Account for the purpose, objectives and scope of service operation
• Briefly explain what value service operation provides to the business
• Account for the main purpose, objectives and scope of continual service improvement
• Briefly explain what value continual service improvement provides to the business
Generic concepts and definitions
• Utility and warranty
• Assets, resources and capabilities
• Service portfolio
• Service catalogue (both two-view and three-view types)
• Governance
• Business case
• Risk management
• Service provider
• Supplier
• Service level agreement
• Operational level agreement
• Underpinning contract
• Service design package
• Availability
• Service knowledge management system
• Configuration item
• Configuration management system
• Definitive media library
• Change
• Change types (standard, emergency and normal)
• Event
• Alert (Glossary)
• Incident
• Impact, urgency and priority
• Service request
• Problem
• Workaround
• Known error
• Known error database (KEDB)
• The role of communication in service
• Release policy
• Types of services
• Change proposals
• CSI register
• Outcomes
• Patterns of business activity
• Customers and users
• The Deming Cycle (plan, do, check, act)
Key principles and models
• Describe value creation through services
• Understand the importance of people, processes, products and partners for service management
• Understand the five major aspects of service design
• Explain the continual service improvement approach
• Understand the role of measurement for continual service improvement
• Relationship between critical success factors (CSF) and key
performance indicators (KPI)
• Baselines
• Types of metrics
Service strategy
• Service portfolio management
• The service portfolio
• Financial management for IT services
• Business relationship management
Service design
• Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
• Service level management (SLM)
• Service catalogue management
• Availability management
• Information security management (ISM)
• Supplier management
• Capacity management
• Design coordination
• IT service continuity management
Content
• Service-based SLA
• Service availability
• Component availability
• Reliability
• Maintainability
• Serviceability
• Vital business functions (VBF)
• Information security policy
• Supplier categories
• Capacity plan
• Business capacity management
• Service capacity management ·
• Component capacity management
• Purpose of business impact analysis (BIA)
• Risk assessment
Service transition
• Transition planning and support
• Change management
• Types of change request
• Change models
• Remediation planning
• Change advisory board / emergency change advisory board
• Lifecycle of a normal change
• Service asset and configuration management (SACM)
• Release and deployment management
• Four phases of release and deployment
• Knowledge management
• Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
Service operation - Processes
• Event management
• Incident management
• Request fulfilment
• Problem management
• Access Management
Service operation – Functions
• Service desk
• IT Operations Management
• Technical Management
• Application Management
Continual service improvement
• Key Principles of CSI
• The seven-step improvement process

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