Foundation of ITIL v3 with Certification Exam

The purpose of the ITIL® Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for 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.
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 (Comprehension)
Service Lifecycle (Comprehension)
Key Principles and Models (Comprehension)
Generic Concepts (Awareness)
Selected Processes (Awareness)
Selected Roles (Awareness)
Selected Functions (Awareness)
Technology and Architecture (Awareness)
ITIL Qualification scheme (Awareness)

ITIL is a public domain approach for managing IT services. It was developed by the CCTA, transitioned to the Office of Government Commerce (OGC) in the United Kingdom and now maintained by the itSMF, the independent and internationally recognized forum for IT Service Management professionals. IT service management groups around the world are using ITIL processes to improve efficiency and communication in IT services.

What Makes This Course Unique
Our unique use of IT service management tools to demonstrate how processes work accelerates the knowledge transfer to the participant. We have created a learning experience that is both exhilarating and enjoyable and based on disciplines learned in executive development programs, underpinned by the total quality management, and an in-depth knowledge of IT provisioning.

Benefits of Attending
After attending this course attendees will understand how IT Service Management processes can improve IT operations. In particular, participants will:
Understand Service Lifecycle
Comprehend the main activities of tha main processes
Be aware of key ITIL definitions
Be prepared to take the Foundation Certificate examination

If successful in the examination, attain the Foundation Certificate in IT Service Management

Course Outline

ITIL Fundamentals

Origins, development and governance

Defining IT Service Management

Reviewing the structure and scope of the Foundation Certification Examination

People, process, technology and partners

The Five Core Books

 

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Service Management as a Practice Concepts of Service Management

Key terms and definitions

ITIL v3 Key Principles and Models

Service Strategy

The three types of Service Providers

Perspective, position, plan or pattern

Service Design

Service Portfolio design

Technology design

Process design

Insourcing, outsourcing, partnership

 

Service Transition

The Service V model

Business value, asset and configuration management

 

Service Operation

Quality vs. Cost of Service

Reactive vs. proactive

 

Continual Service Improvement

Plan, Do, Act, Check

ITIL v3 Processes

Service Strategy

Service Portfolio Management

Demand Management

Financial Management

Service Design

Service Level Management

Service Catalogue Management

Availability Management

Information Security Management

Supplier Management

Capacity Management

IT Service Continuity Management

Service Transition

Change Management

Service Asset and Configuration Management

Release and Deployment Management

 

Service Operation

Incident Management

Event Management

Request Fulfillment

Problem Management

Access Management

Continual Service Improvement

The 7 step improvement process

Functions

Service Desk

Technical Management

Application Management

Operations Management function (IT Operations Control and Facilities Management)

Roles and Responsibilities

Technology and Architecture

ITIL® Qualification scheme

Mock Exam

Review, Practice Questions and Examination

High level review of ITSM’s key concepts

Recommendations for exam technique

Series of practice examination questions

Examination: 40 multiple choice questions

Certification Criteria

The Foundation Certificate in IT Service Management is awarded to participants who receive a passing grade of 65% on a multiple-choice exam. Maximum 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and are allowed the use of a dictionary)

Prerequisites
There are no prerequisites. Work experience in IT services is recommended.

Duration
Two days – includes lecture.
Exam preparation and exam are seperately performed.

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