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ITIL® Foundation

THE ITIL® FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT

The purpose of the ITIL® Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for Service Management.

The ITIL® Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL® practices for Service Management without further guidance.

Target Group

The target group of the ITIL® Foundation certificate in IT Service Management is drawn from:

  • 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 that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme.

This may include but is not limited to, IT professionals, business managers and business process owners.

Learning 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.

  1. Service Management as a practice

The purpose is to help the candidate to define Service and to comprehend and explain the concept of Service Management as a practice. Specifically, candidates must be able to:

  • Describe the concept of Good Practice

  • Define and explain the concept of a Service

  • Define and explain the concept of Service Management

  • Define Functions and Processes

  • Explain the process model and the characteristics of processes

  1. The Service Lifecycle

The purpose is to help the candidate to understand the value of the Service Lifecycle, how the processes integrate with each other, throughout the Lifecycle and explain the objectives and business value for each phase in the Lifecycle Specifically, candidates must be able to:

  • Describe the structure, scope, components and interfaces of the Service Lifecycle

  • Account for the main goals and objectives of Service Strategy

  • Account for the main goals and objectives of Service Design

  • Briefly explain what value Service Design provides to the business

  • Account for the main goals and objectives of Service Transition

  • Briefly explain what value Service Transition provides to the business

  • Account for the main goals and objectives of Service Operations

  • Briefly explain what value Service Operation provides to the business

  • Account for the main goals and objectives of Continual Service Improvement

  1. Generic concepts and definitions

The purpose is to help the candidate to define some of the key terminology and explain the key concepts of Service Management.

Specifically, candidates must be able to define and explain the following key concepts:

  • Utility and Warranty

  • Resources, Capabilities and Assets

  • Service Portfolio

  • Service Catalogue

  • The role of IT Governance across the Service Lifecycle

  • Business Case

  • Risk

  • Service Provider

  • Supplier

  • Service Level Agreement

  • Operational Level Agreement

  • Contract

  • Service Design Package

  • Availability

  • Service Knowledge Management System

  • Configuration Item

  • Configuration Management System

  • Definitive Media Library

  • Service Change

  • Change types

  • Release Unit

  • Concept of Seven R's of Change Management

  • Event

  • Alert

  • Incident

  • Impact, Urgency and Priority

  • Service Request

  • Problem

  • Workaround

  • Known Error

  • Known Error Data Base

  • The role of communication in Service Operation

  • Service Assets

  • Release policy

  1. Key Principles and Models

The purpose is to help the candidate to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces.

  • Describe basics of Value Creation through Services

  • Understand the importance of People, Processes, Products and Partners for Service Management

  • Understand the five major aspects of Service Design

  • Service Portfolio Design

  • Identification of Business Requirements, definition of Service Requirements and design of Services

  • Technology and architectural design

  • Process design

  • Measurement design Continual Service Improvement

  • Explain the Plan, Do, Check and Act

  • Explain the Continual Service Improvement Model

  • The role of KPIs in the Improvement Process

  • Baselines

  • Types of metrics

  1. Processes

The purpose is to help the candidate understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities and challenges processes.

Service Strategy

  • Strategy Management for IT Services

  • Demand Management

  • Financial Management

  • Service Portfolio Management

  • Business Relationship Management

Service Design

  • Design Coordination

  • Service Level Management

  • Service Catalogue Management

  • Availability Management

  • Information Security Management

  • Supplier Management

  • Capacity Management

  • IT Service Continuity Management

Service Transition

  • Transition Planning and Support

  • Change Management

  • Service Asset and Configuration Management

  • Release and Deployment Management

  • Service Testing and Validation

  • Change Evaluation

  • Knowledge Management

Service Operation

  • Incident Management

  • Problem Management

  • Event Management

  • Request Fulfilments

  • Access Management

  1. Functions

The purpose is to help the candidate to explain the role, objectives and organizational structures.

  • The Service Desk function

  • The Technical Management function

  • The Application Management function

  • The IT Operations Management function

  1. Roles

The purpose is to help the candidate to account for and to be aware of the responsibilities of some of the key roles in Service Management.

  • Process owner

  • Service owner

  • Recognize the RACI model and explain its role in determining organizational structure.

  1. Technology and Architecture

The purpose is to help the candidate to understand how Service Automation assists with integrating Service Management processes

  1. ITIL® Qualification scheme

The purpose is to help the candidate understand the ITIL® Qualification scheme, distinguish between the purposes of the two intermediate streams, the included certificates, ITIL® Expert and ITIL® Master, and understand the different options for further training.

Mock exam

The purpose is to help the candidate to pass the ITIL® Foundation exam. Specifically, candidates must sit minimum one ITIL® Foundation mock exam.

Format of the Examination

Type Multiple choice, 40 questions. The questions are selected from the full ITIL® Foundation in IT Service Management examination question bank.
Duration Maximum 60 minutes.
Provisions for Additional Time relating to language Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and are allowed the use of a dictionary.
Prerequisite Accredited ITIL® Foundation training is strongly recommended, but is not a prerequisite.
Supervised Yes
Open Book No
Pass Score 26/40 or 65%
Distinction Score None
Delivery Online or Paper Based. Examination agent facility with a proof of education providers.

Duration

Three days (18 hours of contact time) – includes lecture, exam preparation and exam.

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