ITIL - 2011 Certification Overview

ITIL® Framework - ITIL® 2011 (updated 2011) is written with a broader context and scope of thinking for best practices. The five books contain much of the ITIL® 2011 process information; with the same  structure and approach. The input for the books, reviews and changes comes from a collective global community of IT Service Management professionals and stakeholders during a three-year period.

The current approach is termed the ‘lifecycle’ approach, much the same as an IT service in reality. There is also greater guidance provided on how to demonstrate value to the business, putting together return on investment (ROI) statements and case studies.

The purpose of the ITIL® Foundation certificate in IT Service Management is to obtain knowledge of the ITIL® terminology, structure and basic concepts and to comprehend the core principles of ITIL® practices for Service Management.

Who will the course benefit?

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

What skills will the student gain?

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

• Service Management as a practice Comprehension

• Service Lifecycle Comprehension

• Key Principles and Models Comprehension

• Key Concepts Awareness

• Selected Processes Awareness

• Selected Roles Awareness

• Selected Functions Awareness

• Technology and Architecture Awareness

• ITIL® Qualification scheme Awareness

 

Course Contents

The course is aimed at raising individual’s understanding of and competence in IT Service Management as described in the ITIL® Service Strategy, ITIL® Service Design, ITIL® Service Transition, ITIL® Service Operation, ITIL® Continual Service Improvement, ITIL® Introduction and ITIL® Glossary publications. The syllabus has been designed with ease of reference, extensibility and ease of maintenance in mind.

Service Management as a practice

This unit is aiming 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 and distinguish between Functions, Roles and Processes

• Explain the process model

• List the characteristics of processes

 

The Service Lifecycle

This unit is aiming to help the candidate to understand the Service Lifecycle and explain the objectives and business value for each phase in the lifecycle. Specifically, candidates must be able to:

• Explain the Service Lifecycle

• Describe the structure, scope and components of the ITIL® Library

• Account for the main goals and objectives of Service Strategy

• Explain the two element electives of Service Design 

• Explain what value Service Design provides in terms of value: Utility and Warranty

• Account for the main goals and objectives to the business

• Account for the main goals and objectives of Service Transition

• Explain what value Service Transition provides to the business

• Account for the main goals and objectives of Service Operations

• Explain what value Service Operation provides to the business

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

• Explain what value Continual Service Improvement provides to the business

 

Key concepts

This unit is aiming 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:

• Service Portfolio

• Service Catalogue (Business Service Catalogue and Technical Service Catalogue)

• Business Case

• Risk

• Service Model

• Service Provider

• Supplier

• Service Level Agreement

• Operational Level Agreement OLA 

• Contract

• Service Design Package

• Availability

• Service Knowledge Management System SKMS

• Configuration Item CI

• Configuration Management System

• Definitive Media Library DML

• Service Change

• Change types Normal, Standard and Emergency

• Release Unit

• Seven R’s of Change Management

• Event

• Alert

• Incident

• Impact, Urgency and Priority

• Service Request

• Problem

• Workaround

• Known Error

• Known Error Data Base (KEDB)

• Service Assets

• Release Policy

 

Key Principles and Models

This unit is aiming 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 within Service Management. Service Strategy describe basics of Value Creation through Services. Service Design helps understand the importance of People, Processes, Products and Partners for Service Management.

Discuss 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 (PDCA) Model to control and manage quality Explain the Continual Service Improvement Model Understand the role of measurement for Continual Service Improvement and explain the following key elements:

• The role of KPIs in the Improvement Process

• Baselines

• Types of metrics (technology metrics, process metrics, service metrics)

 

Processes

The purpose of this unit 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 for five of the core processes, and to state the objectives and some of the basic concepts for thirteen of the remaining processes including how they relate to each other.

Prerequisite Entry Criteria

There are no formal criteria or pre-requisites for candidates wishing to attend an accredited ITIL® Foundation course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended.