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ITIL® Foundation
COURSE OVERVIEW
The course syllabus consists of 9 key units. Each unit will gradually increase your knowledge and understanding of the overall ITIL® Framework and its benefits.
- Service Management as a Practice
This unit will help you understand what we mean by 'a service' and explain the concept of Service Management as a practice. - The ITIL® Service Lifecycle
This unit will help you understand the value of the ITIL® Service lifecycle, how the processes integrate with each other throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle. - Generic Concepts & Definitions
This unit will help you define some of the key terminology and explain the key concepts of service management. - Key Principles & Models
This unit will help you to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management. - Selected Processes
This unit will help you understand how the Service Management processes contribute to the ITIL® Service Lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes (Service Level Management, Change Management, Incident Management and Problem Management) and to state the purpose, objectives and scope for eighteen of the remaining processes. - Selected Functions
This unit will help you explain the role, objectives and organisational structures of the Service Desk function and to state the role, objectives and overlap of three other functions. - Selected Roles
This unit will help you to account for and be aware of the responsibilities of some of the key roles in Service Management. - Technology & Architecture
This unit will help you to understand how service automation assists with advancing Service Management processes. - Competence & Training (Not Examinable)
This unit will help you understand the key competencies and skills required for successful Service Management.
LEARNING OUTCOMES
The course is designed as an introduction to ITIL and enables you to understand how an integrated ITSM framework can be utilized to achieve IT business integration, cost reductions and increased productivity. The agenda includes:
- What is ITIL; its strategic and operational benefits; and an overview of ITIL’s certification program
- ITIL’s key concepts, definitions and objectives
- ITIL’s “service-driven lifecycle” approach, and the structure, components and processes and functions of the five core ITIL books. For each of the five core books and the related processes and functions, the course provides:
- A high level description of the main activities, goals and benefits
- Process interrelationships and interdependencies, what “process integration” and “business integration” really mean
- Key metrics and management reporting
The course prepares you for the examination leading to the Foundation Certificate in IT Service Management. This certification is the prerequisite for the Intermediate and Expert levels of ITIL certification.
WHO SHOULD ATTEND
- Individuals who want a basic understanding of the ITIL® Framework and how it may be used to enhance the quality of IT Service Management within an organisation.
- For IT professionals who are working within an organisation that has already adopted and adapted ITIL®, but who need to be informed about how they can contribute to an on-going service improvement programme.
PREREQUISITES & EXAM, CERTIFICATION & AWARDS
PREREQUISITES
There are no mandatory prerequisites, however it is recommended that you read through the ITIL Foundation syllabus prior to the start of the course. Work experience in IT services is recommended.
EXAM, CERTIFICATION & AWARDS
- This course prepares participants for the examination leading to the Foundation Certificate In IT Service Management. A 60-minute, 40 question, multiple-choice exam is scheduled on the last day of the course, and is administered by an independent examination body. For online courses, the exam may be scheduled and completed online. A passing mark of 65% is required to receive your certificate. A sample exam is delivered during the course to help prepare attendees for the final exam
- 2 ITIL credits
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