Course Content
Objectives Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification:
- Service management as a practice (comprehension)
- The ITIL service lifecycle (comprehension)
- Generic concepts and definitions (awareness)
- Key principles and models (comprehension)
- Selected processes (awareness)
- Selected functions (awareness)
- Selected roles (awareness)
- Technology and architecture (awareness)
- Competence and training (awareness)
ITIL Foundation
1. Service Management Defined
- IT services and what they really do
- How IT services deliver value to customers
- Value and importance of IT service management
2. ITIL Introduction
- Good practices
- Ease ITIL adoption
- ITIL qualification scheme, bodies, and certifications
3. Service Strategy
- Design, develop, and implement service management
- Service management as a strategic asset
- Setting objectives and expectations
- Identify and select prioritization opportunities
4. Service Design
- Design and develop services
- Develop processes
- Design principles and methods
- Convert strategy into services
5. Service Transition
- Develop and improve capabilities
- Improved methods for transitioning new and changed services into operation
- Manage the complexity related to changes
- Prevent undesired results while enabling innovation
6. Service Operation
- Effectively and efficiently deliver support services
- Ensure value to customer and service provider
- Maintain stability while allowing for change
- Organize to improve IT support to customers
7. Continual Service Improvement
- Create and maintain value for customers
- Importance of better design, introduction, and operation of services
- Improving service quality, business continuity, and IT efficiency
- Link improvement efforts to strategy, design, and transition
8. Exam-Taking Tips
- Important techniques to help you pass your exam