ITIL
Foundations in IT Service Management

Topic-Level Outline

Days: 2-3

Prerequisites: No prerequisites

The ITIL Foundations in IT Service Management course covers the requirements defined for the ITIL Foundations certificate. The course contains content required to help certificate candidates understand the basic terms, concepts, and relationships between ITIL processes. This course is intended for IT Professionals involved in the delivery or support of IT Services. This includes anyone responsible for the management or day to day involvement in Service Management, anyone defining or re-defining processes, and Business or Supply Managers responsible for agreements defining delivery or support of services. The Foundation Certificate is a prerequisite for the Practitioner's and Manager's Certificate in IT Service Management.

Unit 1 : ITIL fundamentals

Topic A: 0 Introducing ITIL

A-1: Identifying key aspects of ITIL

Topic B: 0 Birth of ITIL

B-1: Listing roles of organizations involved in ITIL

Topic C: 0 The ITIL library

C-1: Discussing features of ITIL books

Topic D: 0 Benefits of ITIL

D-1: Identifying benefits of ITIL

Unit 2 : ITIL framework

Topic A: 0 Elements of the ITIL framework

A-1: Examining features of elements of the ITIL framework

Topic B: 0 ITIL process

B-1: Identifying key aspects of the generic process model

Topic C: 0 Process improvement cycle

C-1: Discussing key aspects of the process improvement cycle

Unit 3 : Service Management

Topic A: 0 Introducing Service Management

A-1: Examining key aspects of Service Management

Topic B: 0 Service Delivery

B-1: Identifying functions of the Service Delivery processes

B-2: Discussing key aspects of SLM

B-3: Listing features of Financial Management for IT services

B-4: Examining characteristics of Capacity Management

B-5: Identifying key aspects of ITSCM

B-6: Identifying key aspects of Availability Management

Topic C: 0 Service Support

C-1: Examining functions of the Service Support processes

C-2: Listing key aspects of a Service Desk

C-3: Discussing key aspects of Incident Management

C-4: Identifying key aspects of Problem Management

C-5: Listing key aspects of Configuration Management

C-6: Examining key aspects of Change Management

C-7: Identifying key aspects of Release Management

Unit 4 : Service Level Management

Topic A: 0 SLM basics

A-1: Identifying key aspects of SLM

A-2: Identifying key elements of SLM

A-3: Identifying the benefits of implementing SLM

Topic B: 0 Service catalog

B-1: Identifying key aspects of a service catalog

Topic C: 0 SLM process

C-1: Sequencing the steps to start the SLM process

C-2: Ordering the steps to implement SLAs

C-3: Listing the steps to manage the SLM process

Unit 5 : Financial Management for IT services

Topic A: 0 Introduction to Financial Management

A-1: Identifying key aspects of Financial Management

A-2: Identifying key aspects of budgeting

Topic B: 0 IT accounting and charging systems

B-1: Identifying key aspects of IT accounting

B-2: Associating cost types with their descriptions

B-3: Identifying key aspects of charging systems

Topic C: 0 IT accounting and charging process

C-1: Listing the steps to plan for IT accounting and charging

C-2: Sequencing the steps to implement IT accounting and charging

C-3: Ordering the steps to manage IT accounting and charging

Unit 6 : Availability Management

Topic A: 0 Introducing Availability Management

A-1: Identifying key aspects of Availability Management

A-2: Associating key terms of Availability Management with their descriptions

Topic B: 0 Implementing Availability Management

B-1: Identifying factors affecting the Availability Management process

B-2: Sequencing the steps to plan for Availability Management

B-3: Comparing perspectives for monitoring Availability Management

B-4: Identifying techniques to deploy Availability Management

Topic C: 0 Security Management

C-1: Identifying key aspects of Security Management

Unit 7 : Capacity Management

Topic A: 0 Overview of Capacity Management

A-1: Examining key characteristics of Capacity Management

Topic B: 0 Implementation of Capacity Management

B-1: Identifying important aspects of the components of the Capacity Management process

B-2: Listing activities performed by the Capacity Management subprocesses

B-3: Identifying key aspects of the Business Capacity Management subprocess

B-4: Examining responsibilities of Service Capacity Management

B-5: Discussing key responsibilities of Resource Capacity Management

Topic C: 0 Links with Service Management processes

C-1: Examining relationships between Capacity Management and other Service Management processes

Unit 8 : ITSCM

Topic A: 0 Introduction to ITSCM

A-1: Examining key aspects of ITSCM

A-2: Comparing options considered by IT services for recovery of business processes

Topic B: 0 Implementing Continuity Management

B-1: Listing the stages in implementing Continuity Management

B-2: Identifying key activities in the initiation stage of the Continuity Management process

B-3: Examining activities in the requirement analysis and strategy stage of the Continuity Management process

B-4: Listing activities in the implementation stage of the Continuity Management process

B-5: Identifying activities in the operational management stage of the Continuity Management process

Topic C: 0 Invoking ITSCM

C-1: Examining key aspects of invocation of continuity plans

Unit 9 : Configuration Management

Topic A: 0 Configuration Management basics

A-1: Identifying key aspects of Configuration Management

A-2: Associating key terms of Configuration Management with their descriptions

A-3: Discussing benefits of Configuration Management

Topic B: 0 Configuration Management process

B-1: Matching activities of Configuration Management with their descriptions

B-2: Ordering the steps to plan for Configuration Management

B-3: Sequencing the steps to implement Configuration Management

Topic C: 0 Configuration Management control

C-1: Examining key aspects of monitoring Configuration Management

C-2: Discussing relationships between Configuration Management and other service support processes

Unit 10 : Service Desk

Topic A: 0 Service Desk basics

A-1: Identifying key aspects of the Service Desk

A-2: Listing the benefits of the Service Desk

Topic B: 0 Service Desk functions

B-1: Examining activities performed by the Service Desk

B-2: Identifying factors affecting the staffing levels of the Service Desk

Topic C: 0 Service Desk infrastructure

C-1: Examining key aspects of setting up the Service Desk

C-2: Associating Service Desk models with their descriptions

Unit 11 : Incident Management

Topic A: 0 Introducing Incident Management

A-1: Identifying key aspects of Incident Management

A-2: Discussing factors affecting the Incident Management process

Topic B: 0 Implementing Incident Management

B-1: Matching Incident Management activities with their descriptions

B-2: Examining guidelines for planning Incident Management

Topic C: 0 Controlling Incident Management

C-1: Associating Incident Management roles with their responsibilities

Unit 12 : Problem Management

Topic A: 0 Problem Management overview

A-1: Identifying key aspects of Problem Management

A-2: Examining key factors that contribute to the success of Problem Management

Topic B: 0 Implementing Problem Management

B-1: Discussing problem control activities involved in reactive Problem Management

B-2: Identifying error control activities involved in reactive Problem Management

B-3: Listing activities involved in proactive Problem Management

Topic C: 0 Reports and metrics

C-1: Identifying key aspects of management reports provided by Problem Management

C-2: Examining aspects of metrics used for monitoring the Problem Management process

Unit 13 : Change Management

Topic A: 0 Change Management overview

A-1: Identifying key aspects of Change Management

Topic B: 0 Implementing Change Management

B-1: Listing activities involved in planning Change Management processes

B-2: Identifying guidelines for implementing Change Management

B-3: Examining key aspects of monitoring the Change Management process

Topic C: 0 Change Management activities

C-1: Discussing guidelines for logging and filtering changes

C-2: Examining key aspects of managing changes

C-3: Identifying features of the CAB meetings

C-4: Exploring key aspects of approving and scheduling changes

C-5: Identifying key aspects of testing and closing changes

Unit 14 : Release Management

Topic A: 0 Release Management overview

A-1: Examining key aspects of Release Management

A-2: Defining Release Management terms

A-3: Identifying features of a release

Topic B: 0 Implementing Release Management

B-1: Discussing key aspects of planning and implementing Release Management

B-2: Listing key Release Management activities

B-3: Identifying KPIs used for monitoring the effectiveness of Release Management

B-4: Examining aspects of Release Management relationships with other processes

Appendix A : Certification exam objectives

Topic A: 0 Comprehensive exam objectives