ITIL Foundation Certification Course

MODULE 1: REVIEW OF IT SERVICE MANAGEMENT (ITSM) AND IT INFRASTRUCTURE LIBRARY (ITIL)


Understand how the course will be delivered with Lecture, Case Study and Practice exams.

Discuss the conception and evolution of ITIL.

Define Service Management, Best Practices and itSMF.

Locate additional complementary materials.

MODULE 2: SERVICE LIFECYCLE APPROACH

Describe the ITIL Key Concepts.

State the 5 Core Books.

Discuss the LifeCycle Terms of Interest and Five Phases.

Review the Capabilities and Resources.

Understand the Benefits of ITIL.

Discuss the RACI and Organizational Structure.

Understand the role of Automation in IT Service Management.

Discuss Governance, Risk Management and the ITIL Service Lifecycle.

Understand the Process Model and the Four Ps of Design.

Discuss the ITIL Processes.

MODULE 3: SERVICE STRATEGY

Describe the Key Concepts of Service Strategy and Terms of Interest.

Define Utility and Warranty = Value.

Describe Service Provider Types.

Understand Service Strategy Processes.

Review Financial Management for IT Services.

Provide Service Justification: Business Case.

Define Service Portfoilio Management.

Describe Demand Management.

Recognize Business Relationship Management.

MODULE 4: SERVICE DESIGN


Describe the Key Concepts of Service Design and Terms of Interest.
Define Business Change Process.

Recognize Design Management.

Describe the Five Aspects of Service Design.

State the Four Ps.

Define Design Constraints.

Recognize Services Design and Design Coordination Processes.

Describe Service Catalog Management, Service Level Management, Availability Management and Capacity Management.

Understand IT Service Continuity Management Objectives.

Define Information Security Management.

Describe Supplier Management Objectives.

MODULE 5: SERVICE TRANSITION

Describe the Key Concepts of Service Transition and Terms of Interest.

Define Service Transition Processes

Describe Change Management, Service Assist and Configuration Management, Knowledge Management, and Release and Deployment Management.
Recognize Transition Planning and Support.

State Service Validation and Testing.

Discuss Change Evaluation.

MODULE 6: SERVICE OPERATION

Describe the Key Concepts of Service Operation and Terms of Interest

Define the Role of Communications in Operations.

Describe Operation Processes.

Define Incident Management, Problem Management, and Event Management.
State Request Fulfillment.

Discuss Access Management.

Describe Service Operation Functions.

MODULE 7: CONTINUAL SERVICE IMPROVEMENT

Describe the Key Concepts of Continual Service Improvement and Terms of Interest.

Define Demins’ Constant Improvement.

Describe the Sever-Step Improvement Process.
Recognize the CSI Model.

Describe the Role of Measurements.

Understand Focus on the Business Needs.

Describe Methods and Techniques for Continual Service Improvement.