IBM Global Services

ITIL Foundation Course V1.0 Introduction to the Information Technology Infrastructure Library Roadmap and Content ITIL Foundation

ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office

2004 IBM Corporation

IBM Global Services

ITIL Foundation Course

Table of Contents of ITIL Foundation Course Package

Table of Contents

Introduction:
What ITIL is ITIL Process Implementation Strategy

ITIL Service Support (6 units) ITIL Service Delivery (6 units) ITIL Security Management Glossary Appendix (exercise and exam samples) ITIL Pocket Guide

ITIL Foundation Course | Student material v1.0

2004 IBM Corporation

IBM Global Services

ITIL Foundation Course

Roadmap

Day 1

Morning

Afternoon

ITIL Introduction

Service Desk Incident Mgmt

Problem Mgmt Change Mgmt

Configuration Mgmt Release Mgmt

Exercise

Day 2

Morning

Afternoon

Recap Discussion

SLM Availability Mgmt

Capacity Mgmt Financial Mgmt

Continuity Mgmt Security Mgmt

Examina

ITIL Foundation Course | Student material v1.0

2004 IBM Corporation

IBM Global Services

ITIL Foundation Course

IT Infrastructure Library Overview

ITIL Planning to Implement Service Management

Technology

Business
4

Service Management

The Business Perspective Service Support Service Delivery

ICT Infrastructure Management

Security Management Application Management

ITIL Foundation Course | Student material v1.0

2004 IBM Corporation

IBM Global Services

ITIL Foundation Course

Objectives

Objectives and Contents of the Course

Understand the ITIL Framework (what, who, where, why, and how) Understand the benefits of adopting ITIL Use the same language for Service Management Pass for the Foundation Certification Exam

Contents
Overview of the 2 ITIL core modules: 5 Processes of Service Support und 1 Function 5 Processes of Service Delivery Security Management for IT Services Activities of each ITIL process Benefits/difficulties/costs of implementing ITIL process Links with other ITIL processes ITIL process roles and responsibilities Order of implementation within ITIL process Success factors within an ITIL implementation No details of procedures within process, which are organization-dependent!

ITIL Foundation Course | Student material v1.0

2004 IBM Corporation

IBM Global Services

ITIL Foundation Course

ITIL Defines a Three-Tiered Structure of Certification Training

Practitioners (9 certificates)
Availability Mgmt (5 days) Incident Mgmt (5 days) Problem Mgmt (5 days) Configuration Mgmt (5 days) Service Level Mgmt (5 days) Change Mgmt (5 days)
1 hour Multiple Choice

Foundations
Essential (2 days)
1 hour Multiple Choice

Service Manager
Service Support (5 days)
3 hours Essay Examination

Prerequisites assessed by Examination Board

Service Delivery (5 days)

3 hours Essay Examination

ITIL Foundation Course | Student material v1.0

2004 IBM Corporation

IBM Global Services

ITIL Foundation Course Process Chart Reference

Source: IPW Model is a trade mark of Quint Wellington Redwood and KPN Telecoms 7 ITIL Foundation Course | Student material v1.0 2004 IBM Corporation