ITIL Foundation

2011

Course Overview
About this Course
The Foundations Certificate enables people to understand the terminology used within ITIL. It
focuses upon foundation knowledge with regard to the ITIL Service Support and Service Delivery
sets as well as covering generic ITIL philosophy and its background. It is a prerequisite for the
Practitioner's and Manager's Certificates in IT Service Management.

At Course Completion
After completing this course, students will be able to:

Demonstrate knowledge and understanding of an internationally recognized, best practice framework, that if

correctly adopted and adapted, will help the organization create a more structured value-add IT
infrastructure, in

order to better meet the demands of its customers business objectives

Prepare and practice for the ITIL Foundation exam

Follow a business idea from concept to production, and continue to improvement

Audience Profile
Individuals who require a fundamental understanding of the ITIL

framework and how it may be used to improve the

quality of IT Service Management within an organization

IT professionals that are working within an organization that has incorporated or will be
incorporating, the ITIL

framework in order to provide better IT services

All other staff involved in delivering IT services that use the ITIL methodology

Prerequisites
Service Management knowledge is beneficial, however, previous knowledge of ITIL is not required to
complete this course. This is the entry level to preparation for the ITIL qualification

Al Khawarizmi International College Continuing Education Center | Abu Dhabi

Tel: +971 2 4080004 Fax: +971 2 4438199

www.kic-uae.com

ITIL Foundation
2011

Course Outline
Introduction to Service Management The place and case for ITIL

Achieving a service culture

Managing perceptions
Service Level Management

What constitutes an Incident

The Incident life cycle

Different roles in Incident resolution

Problem Management

How Problems are identified

Proactive Problem Management

Service Desk

Role and responsibilities

Desk structures local, central, virtual

People and technologies

Configuration Management

Planning effective Configuration Management

Configuration items and the Configuration Management Database

The five key stages (PICSV)

Change Management

A scalable process for managing change

Role of the Change Manager and the Change Advisory Board

Al Khawarizmi International College Continuing Education Center | Abu Dhabi

Tel: +971 2 4080004 Fax: +971 2 4438199

www.kic-uae.com

ITIL Foundation
2011

Standard Change Models

Release Management

Relationships to Change and Configuration Management

The Definitive Software Library (DSL)

Release types

Releasing and rollouts

Availability Management

Availability and Reliability

Understanding the customer view and calculating Availability

Release types

Releasing and rollouts

IT Service Continuity Management

Relationships to Change and Configuration Management

Main stages of IT Service Continuity Management

Identifying Risks and Countermeasures

Contingency options and Disaster Recovery

Capacity Management

The three sub-processes

Al Khawarizmi International College Continuing Education Center | Abu Dhabi

Tel: +971 2 4080004 Fax: +971 2 4438199

www.kic-uae.com

ITIL Foundation
2011

Capacity Management activities

The Capacity Plan and other outputs

Financial Management for IT Services

How Budgeting, Accounting and Charging work together

Budgeting and Cost Types

IT Accounting and producing a Cost Model

Charging and Charging policies

Al Khawarizmi International College Continuing Education Center | Abu Dhabi

Tel: +971 2 4080004 Fax: +971 2 4438199

www.kic-uae.com