SYLLABUS
The ITIL® Foundation syllabus is provided below for your reference. All the topics are covered in detail in the projectmgtcoach.com.
Service Management as a practice
The purpose of this unit is to help the candidate to define the concept of a service, and to comprehend and explain the concept of service management as a practice.
Specifically, candidates 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 Functions and Processes
- Describe the concept of internal & external customers
- Explain the process model and the characteristics of processes
The ITIL® service lifecycle
The purpose of this unit is to help the candidate to 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
- Describe the structure of the ITIL® service lifecycle
- Describe purpose, objectives and scope of service strategy & the value it brings to the business
- Define purpose, objectives and scope of service design & the value it brings to the business
- Define purpose, objectives and scope of service transition & the value it brings to the business
- Define purpose, objectives and scope of service operation & the value it brings to the business
- Define purpose, objectives and scope of CSI & the value it brings to the business
Generic concepts and definitions
The purpose is to help the candidate to define some of the key terminology and explain the key concepts of Service Management.
Specifically, candidates must be able to define and explain the following key concepts:
Utility and warranty
Assets, resources and capabilities
Service portfolio
Service catalogue
Governance
Business case
Risk management
Service provider
Supplier
Service level agreement (SLA)
Operational level agreement (OLA)
Underpinning contract
Service design package
Availability
Service knowledge management system (SKMS)
Configuration item (CI)
Configuration management system
Definitive media library (DML)
Change
Change types (standard, emergency and normal)
Event
Alert
Incident
Impact, urgency and priority
Service request
Problem
Workaround
Known error
Known error database (KEDB)
The role of communication in service operation
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
The purpose of this unit is to help the candidate to comprehend and account for the key principles and models of service management and to balance some of the opposing forces within service management.
Service strategy
Describe value creation through services
Service design
- Understand the importance of people, processes, products and partners for service management
- Understand the five major aspects of service design
- Service solutions for new or changed services
- Management information systems and tools
- Technology architectures and management architectures
- The processes required
- Measurement methods and metrics
Continual service improvement
- Explain the continual service improvement approach
- Understand the role of measurement for continual service improvement and explain the following key elements:
- Relationship between critical success factors (CSF) and key performance indicators (KPI)
- Baselines
- Types of metrics (technology metrics, process metrics, service metrics
Processes
The purpose is to help the candidate understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities and challenges processes.
Service Strategy
- Strategy Management for IT Services
- Demand Management
- Financial Management
- Service Portfolio Management
- Business Relationship Management
Service Design
- Design Coordination
- Service Level Management
- Service Catalogue Management
- Availability Management
- Information Security Management
- Supplier Management
- Capacity Management
- IT Service Continuity Management
Service Transition
- Transition Planning and Support
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Service Testing and Validation
- Change Evaluation
- Knowledge Management
Service Operation
- Incident Management
- Problem Management
- Event Management
- Request Fulfillment
- Access Management
Functions
The purpose is to help the candidate to explain the role, objectives and organizational structures.
- The Service Desk function
- The Technical Management function
- The Application Management function
- The IT Operations Management function
Roles
The purpose is to help the candidate to account for and to be aware of the responsibilities of some of the key roles in Service Management.
- Process owner
- Service owner
- Recognize the RACI model and explain its role in determining organizational structure.
Technology and Architecture
The purpose is to help the candidate to understand how Service Automation assists with integrating Service Management processes