ITIL Foundation V3 Training

• Describe the concept of best practices in the public domain

• Describe and explain why ITIL is successful

• Define and explain the concept of a service

• Define and explain the concept of internal and external customers

• Define and explain the concept of internal and external services

• Define and explain the concept of service management

• Define and explain the concept of IT service management

• Define and explain the concept of stakeholders in service management

• Define processes and functions

• Explain the process model and the characteristics of processes

• Describe the structure of the ITIL service lifecycle

• Account for the purpose, objectives and scope of service strategy

• Briefly explain what value service strategy provides to the business

• Account for the purpose, objectives and scope of service design

• Briefly explain what value service design provides to the business

• Account for the purpose, objectives and scope of service transition

• Briefly explain what value service transition provides to the business

• Account for the purpose, objectives and scope of service operation

• Briefly explain what value service operation provides to the business

• Account for the main purpose, objectives and scope of continual service improvement

• Briefly explain what value continual service improvement provides to the business

• Utility and warranty

• Assets, resources and capabilities

• Service portfolio

• Service catalogue (both two-view and three-view types) (SD 4.2.4.5, Fig.4.4, Fig. 4.5)

• Governance

• Business case

• Risk management

• Service provider

• Supplier

• Service level agreement (SLA)

• Operational level agreement (OLA) (SD 4.3.4)

• Underpinning contract

• Service design package

• 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)

• Service strategy

• - Describe value creation through services (SS 3.2.3, 3.2.3.1,Fig 3.6, Fig 3.7, not section on "Marketing mindset")

• 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)

• The purpose of this unit is to help the candidate understand how the service

• management processes contribute to the ITIL service lifecycle, to explain the purpose,

• objectives, scope, basic concepts, activities and interfaces for four of the core

• processes, and to state the purpose, objectives and scope for eighteen of the

• remaining processes.

• The list of activities to be included from each process is the minimum required and

• should not be taken as an exhaustive list.

• Specifically, candidates must be able to:

• Service strategy

• State the purpose, objectives and scope for:

• Service portfolio management

• The service portfolio

• Financial management for IT services

• Business case

• Business relationship management

• Service design

• Explain the purpose, objectives, scope, basic concepts, process

• activities and interfaces for:

• Service level management (SLM)

• The following list must be covered:

• Service-based SLA

• Multi-level SLAs

• Service level requirements (SLRs)

• SLA monitoring (SLAM) chart

• Service review

• Service improvement plan (SIP)

• The relationship between SLM and BRM

• State the purpose, objectives and scope for:

• Service catalogue management

• Availability management

• Service availability

• Component availability

• Reliability

• Maintainability

• Serviceability

• Vital business functions (VBF)

• Information security management (ISM)

• Information security policy

• Supplier management

• Supplier categories

• Capacity management

• Capacity plan

• Business capacity management

• Service capacity management

• Component capacity management

• IT service continuity management

• Purpose of business impact analysis (BIA)

• Risk assessment

• Design coordination

• Service transition

• Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:

• Change management

• Types of change request

• Change models

• Remediation planning

• Change advisory board / emergency change advisory board

• Lifecycle of a normal change

• State the purpose, objectives and scope for:

• Release and deployment management

• Four phases of release and deployment

• Knowledge management

• Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS

• Service asset and configuration management (SACM)

• Transition planning and support

• Service operation

• Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:

• Incident management (SO 4.2.1, 4.2.2, 4.2.4.2, 4.2.5, 4.2.6.4)

• Problem management (SO 4.4.1, 4.4.2, 4.4.4.2, 4.4.5, 4.4.6.4), not section on problem analysis techniques (4.4.4.3)

• State the purpose, objectives and scope for:

• Event management

• Request fulfilment

• Access management

• Continual service improvement

• State the purpose, objectives and scope for:

• The seven-step improvement process

• Explain the role, objectives and organizational structures for The service desk function

• State the role and objectives of:

• - The technical management function

• - The application management function with application development

• - The IT operations management function (IT operations control and facilities management)

• - The recommended study period for this unit is minimum 1 hour.

• Account for the role and the responsibilities of the

• - Process owner

• - Process manager

• - Process practitioner

• - Service owner

• Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.

• Understand how service automation assists with expediting service management processes

• Competence and skills for service management

• Competence and skills framework

• Training

• ITIL Foundation mock exam