ITIL® Foundation

Topics covered include:

Introduction to Service Management

• The importance of Service Management
• Definition of a Service and Service Management
• The need for a service culture
• Service Management as a practice

The Service Lifecycle

• The objectives and business value for each phase of the lifecycle
• The main goals and value to the business provided by each phase of the lifecycle covering the 5 core books:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Key Principles and models of ITSM

• The types of service provider
• The five major aspects of Service Design
• The service V model
• The Continual Service Improvement model

The Processes and Functions

• Define the characteristics of a process
• The objectives, business value, basic concepts, roles and interfaces of:
• Service Portfolio Management
• Service Level Management
• Incident Management
• Change Management
• The objectives and basic concepts of:
• Demand Management
• Financial Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Supplier Management
• Information Security Management
• IT Service Continuity Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Event Management
• Problem Management
• Request Fulfilment
• Access Management
• The 7 step improvement process
• Explanation of the functions:
• Service Desk, Application Management, Operations Management, Technical Management
• Organisation structure and key roles
• Using the RACI model
• Technology and Architecture
• Generic requirement for an integrated set of ITSM technology

The ITIL training course finishes with a one-hour multiple choice examination paper.