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ITIL Foundation
Summary
Duration
3 Days
Vendor
ITIL
Level
Foundation
Technology
IT Service Management
Audience
IT Professionals, Business managers, Business process owners
Delivery Method
Instructor-led (Classroom)
Credits
2
PDUs
18
Introduction:
The ITIL Foundation course, in IT Service Management, validates that a candidate has gained knowledge of the ITIL terminology
and basic concepts including comprehension of the core principles of ITIL practices for Service Management.
In addition, this foundation level course offers general awareness of the Service Lifecycle and the key elements within. Learning
objectives and competencies are focused on an understanding of the overall linkages between the stages in the lifecycle, the
processes used, and their contribution to Service Management practices.
In this course, a practice exam is included to prepare learners for sitting the ITIL Foundation Certificate in IT Service
Management examination.
Prerequisites:
None
Course objectives:
After completing the ITIL Foundation course, delegates will have a thorough understanding of:
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 within an organization, that has adopted ITIL who need to be informed about and
thereafter contribute to an on-going service improvement programme
Course Content:
Learning
Unit
1:
Service
management as a practice
Define
processes
and
functions
Account
for
the
main
purpose, objectives
and
scope of continual service
improvement
Describe
value
creation
through services
Service design
Explain
the
continual
service
improvement
approach
success
factors
(CSF)
and
key
performance
indicators (KPI)
o
Baselines
o
Types of metrics
(technology
metrics,
process
metrics,
service
metrics)
Learning
Unit
4:
Generic
Concepts & Definitions
Impact,
urgency
and priority
o
Service
request,
problem
o
Workaround,
Known
error,
Known
error
database (KEDB)
o
The
role
of
communication in
service operation
o
Release
policy,
types of services
o
Change proposals,
CSI register
o
Outcomes,
patterns
of
business activity
o
Customers
and
users, the Deming
Cycle (plan, do,
check, act)
Unit
5:
Selected
o
Learning
Processes
Specifically,
candidates
must be able to:
o
Account for the
role
and
the
responsibilities of
the
o
Process owner
o
Process manager
o
Process
practitioner
o
Service owner
State
the
role
and
objectives of:
o
The
technical
management
function
o
The
application
management
function
with
application
development
o
The IT operations
management
function
(IT
operations control
and
facilities
management)
Learning Unit 8: Technology and
Architecture