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.
-
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
-
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
-
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
-
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
-
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
-
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
-
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.
-
Technology and
Architecture
The purpose
is to help the candidate to understand
how Service Automation assists with integrating
Service Management processes
-
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.
|
|
