The ITIL Foundation course consists of presentations, exercies and discussons about ITIL Foundation best practice framework. ITIL® is a non-proprietary approach for managing IT services, developed in the 1980s by the Office of Government Commerce (OGC) in the United Kingdom.
In 2007 the ITIL framework was redesigned from a process-led approach to a service lifecycle approach comprising the ITIL five core volumes:
Service Strategy, Servce Design, Service Transition, Service Operation and Continual Service Improvement
ITIL Foundation provide a general overview of the IT Service Management Lifecycle and its supporting processess, functions and roles.
ITIL Foundation 2011 Course Content
Pre-requisites
Provided as pre-course work is an overview on ITIL named 'An Introductory Overview of ITIL®' which is optional should you decide to read the document. Please note that 'The IT Service Management Forum' are yet to publish a 2011 version of the Overview handbook. In addition, delegates will be required to complete a MINIMUM of 2 hours homework each evening which will be set by the instructor.
Candidates can expect to gain knowledge and understanding in the following
Service Management as a Practice
Efficient development of new services and the improvement of existing services
Good practice
Functions, Roles and Processes
Service Strategy: overall business aims and expectations
Types of Service Provision
Service Portfolio Management
Financial Management
Demand Management
Business case
Service Design: developing a solution to meet the needs of the business
Service Catalogue Management
Supplier Management
Service Level Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Service Transition: implementing service designs so that service operations can manage the services
Service Asset and Configuration Management
Change Management
Knowledge Management
Release and Deployment Management
Service Operation: day to day, business as usual activities
Incident Management
Problem Management
Request Fulfillment
Event Management
Access Management
Functions: Service Desk, Technical Management, Operations Management and Applications Management
Continual Service Improvement: how to improve the cost effectiveness and efficiency of service provision
CSI Model
Deming Cycle
Exam Format
Multiple choice
40 questions per paper
26 marks required to pass (out of 40 available) - 65%
60 minutes duration
Closed book