ITIL ® Foundation Certificate in IT Service Management

Course details

In this course, students will describe the basic fundamental concepts of ITIL® , and identify the phases of the IT Service Management Lifecycle.

Lesson 1: Introduction and Basic Concepts

• Business and IT Integration: The Challenges
• What is a Service?
• What is Service Management?
• Service Management in practice
• What is IT Governance?
• Processes and Functions
• Roles and the RACI model
• Basic Concept of Generating Added Value (Utility & Warranty)
• Behaviour, Attitude and Culture Service Lifecycle
• What is ITIL® ?
• Why is ITIL® so successful?

Lesson 2: Service Strategy

• An overview of the Service Strategy Phase
• Generating Added Value through Services
• Service Level Packages
• A model of Business Activities
• Resources and Abilities
• Risk Management
• Service Portfolio Management
• Financial Management for IT Services
• Business Case
• Business Relationship Management

Lesson 3: Service Design

• Overview of the Service Design Phase
• The 4 Ps of Service Management
• The 5 Main Aspects of Service Design
• Service Design Packages
• Service Level Management
• Service Catalogue Management
• Availability Management
• Information Security Management
• Supplier Management
• Capacity Management
• IT Service Continuity Management
• Design Co-ordination
• Abilities and Training

Lesson 4: Service Transition

• Overview of the Service Transition phase
• The Principles and Policy of the Service Transition Phase
• Change Management
• Release and Deployment Management
• Knowledge Management
• Service Asset and Configuration Management
• Transition Planning and Support

Lesson 5: Service Operation

• Overview of the Service Operation Phase
• The Principles and Roles of Communication in the Service Operation Phase
• Incident Management
• Problem Management
• Event Management
• Request Fulfilment
• Access Management
• Service Desk Technical Management
• Application Management
• IT Operation Management Functions

Lesson 6: Continual Service Improvement

• The Continual Service Improvement Phase
• The Continual Service Improvement Approach
• The Deming Cycle
• The Role of Measuring for the Continual Service Improvement Types of Metrics
• The 7-stage Improvement Process Service Reporting

Prerequisites

End-user level computer and networking skills are required. Some level of work experience in IT service support or IT service delivery is highly recommended.