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FOUNDATION CERTIFICATE COURSE IN IT SERVICE MANAGEMENT
(BASED ON ITIL®V3)
(Instructor Led / Classroom Training)

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 of Version 3.
TARGET GROUP
   The target groups of the ITIL Foundation certificate in IT Service Management are from:
  • Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization. IT professionals who are working in an organization that has adapted ITIL and who need to be informed about and thereafter contribute in an ITIL compliant service management function.
LEARNING OUTCOMES
The aim of this course is for each participant to be able to:
  • Use the ITIL terminology
  • Understand the characteristics of a best practice Service Desk
  • Identify the sub-activities for each best practice process
  • Understand how ITIL processes relate to the roles and responsibilities in an IT department
  • Understand the issues of implementing ITIL processes into an organization and creating a cycle of continuous improvement
FULL COURSE OUTLINE (SYLLABUS)
INTRODUCTION
This course aims at raising individual’s understanding of, and competence in, IT Service Management as described in the ITIL Service Strategy, ITIL Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual Service Improvement, ITIL Introduction and ITIL Glossary publications.
SERVICE MANAGEMENT AS A PRACTICE
The purpose of this unit is to help the student to define Service and to comprehend and explain the concept of Service Management as a practice.
Specifically, students must be able to:
  • Describe the concept of Good Practice
  • Define and explain the concept of a Service
  • Define and explain the concept of Service Management
  • Define and distinguish between Functions, Roles and Processes
  • Explain the process model
  • List the characteristics of processes (Measurable, Specific results, Customers, and Responds to a specific event)
THE SERVICE LIFECYCLE
The purpose of this unit is to help the student to understand the Service Lifecycle and explain the objectives and business value for each phase in the lifecycle.
Specifically, students must be able to:
  • Briefly explain the Service Lifecycle
  • Describe the structure, scope, components and interfaces of the ITIL Library
  • Account for the main goals and objectives of Service Strategy
  • Account for the main goals and objectives of Service Design
  • Briefly explain what value Service Design provides to the business
  • Account for the main goals and objectives of Service Transition
  • Briefly explain what value Service Transition provides to the business
  • Account for the main goals and objectives of Service Operations
  • Briefly explain what value Service Operation provides to the business
  • Account for the main goals and objectives of Continual Service Improvement
  • Briefly explain what value Continual Service Improvement provides to the business
KEY PRINCIPLES AND MODELS
The purpose of this unit is to help the candidate comprehend and account for the key principles and models of Service Management and balance some of the opposing forces within Service Management. Specifically, students will be exposed to the introduction of each of the following core principles namely Service Strategy, Service Design, Service Transition, Service Operation, and Continual Improvement Service.
1. Service Strategy
  • Explain how Service Assets are the basis for Value Creation
  • Describe basics of Value Creation through Services
2. Service Design
  • Understand the importance of People, Processes, Products and Partners for Service Management
  • Discuss the five major aspects of Service Design:
    • Service Portfolio Design
    • Identification of Business Requirements, definition of Service Requirements and design of Services
    • Technology and architectural design
    • Process design
    • Measurement design
    • Distinguish between different Service Sourcing approaches and options
3. Service Transition
  • Explain the Service V model
4. Service Operation
Summarize the following conflicting balances in Service Operation:
  • IT Services versus Technology components
  • Stability versus Responsiveness
  • Quality of Service versus Cost of Service
  • Reactive versus Proactive
5. Continual Service Improvement
  • Discuss the Plan, Do, Check and Act (PDCA) Model to control and manage quality
  • Understand the role of measurement for Continual Service Improvement and explain the following key elements:
    • Business value
    • Baselines
    • Types of metrics (technology metrics, process metrics, service metrics)
PROCESSES
The purpose of this unit is to help the student understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities, key metrics (KPIs), roles and challenges for five of the core processes and to state the objectives, some of the basic concepts and roles for fifteen of the remaining processes.
Specifically, candidates must be able to (for each of the cores):
Service Strategy
  • Outline the four main activities in the Service Strategy process
    • Define the market
    • Develop the offerings
    • Develop strategic assets
    • Prepare for execution
  • State the objectives, basic concepts and roles for:
    • Service Portfolio Management (SPM)
    • Demand Management
    • Financial Management
Service Design
  • Explain the high level objectives, scope, basic concepts, process activities, key metrics (KPI’s), roles and challenges for:
    • Service Level Management (SLM)
  • State the objectives, basic concepts and roles for:
    • Service Catalogue Management
    • Availability Management
    • Information Security Management (ISM)
    • Supplier Management
    • Capacity Management
    • IT Service Continuity Management
Service Transition
  • Explain the high level objectives, scope, basic concepts, process activities, key metrics, roles and challenges for:
    • Change Management
  • State the objectives, basic concepts and roles for:
    • Service Asset and Configuration Management (SACM)
    • Release and Deployment Management
Service Operation
  • Explain the high level objectives, scope, basic concepts, process activities, key metrics, roles and challenges for:
  • Incident Management
  • State the objectives, basic concepts and roles for:
    • Event Management
    • Request Fulfillment
    • Problem Management
    • Access Management
Continual Service Improvement
  • Explain the high level objectives, basic concepts, process activities, roles and metrics for:
    • The 7 step improvement process
FUNCTIONS
The purpose of this unit is to help the student explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and state the role, objectives and overlap of three other functions.
Specifically, candidates must be able to:
Explain the role, objectives, organizational structures, staffing and metrics of:
  • The Service Desk function
  • State the role, objectives and organizational overlap of:
    • The Technical Management function
    • The Application Management function
    • The IT Operations Management function (IT Operations Control and Facilities Management)
ROLES
The purpose of this unit is to help the student account for the role and, be aware of the responsibilities of some of the key roles in Service Management and to recognize a number of the remaining roles described in other Learning Units.
Specifically, students must be able to:
  • Account for the role and the responsibilities of the
    • Process owner
    • Service owner
  • Recognize the RACI model and explain its role in determining organizational structure.
TECHNOLOGY AND ARCHITECTURE
The purpose of this unit is to help the student to:
  • List some generic requirements for an integrated set of Service Management Technology
  • Understand how Service Automation assists with integrating Service Management processes
COURSE AGENDA
   Day 1:
  • Welcome – introducing trainer and students
  • ITIL v3 Introduction
  • Service Management as a Practice
  • Service Lifecycle
  • Generic Concepts and Definitions
   Day 2:
  • Key Principles and Models covering Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
  • Processes covering Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
  • Functions
   Day 3:
  • Roles
  • Technology and Architecture
  • Revision
  • Mock Examination
MOCK EXAMINATION
     Type: Multiple choices, 40 questions
     Duration: Maximum 60 minutes
     Pass Score: 65% (26 out of 40)
     Delivery: Online.
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