• The ITIL Foundation Detailed SYLLABUS Part 1

    The ITIL Foundation Certificate in IT Service Management SYLLABUS


    Foundation syllabus :

    The syllabus will guide the design, development and use of training materials as well as training 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. 

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    ITILFND01 Service management as a practice :

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

    01-1. Describe the concept of best practices in the public domain
    01-2. Describe and explain why ITIL is successful
    01-3. Define and explain the concept of a service
    01-4. Define and explain the concept of internal and external customers
    01-5. Define and explain the concept of internal and external services
    01-6. Define and explain the concept of service management
    01-7. Define and explain the concept of IT service management
    01-8. Define and explain the concept of stakeholders in service management
    01-9. Define processes and functions
    01-10. Explain the process model and the characteristics of processes

    The recommended study period for this unit is minimum 1 hour and 30 minutes.


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    ITILFND02 The ITIL service lifecycle :

    The purpose of this unit is to help the candidate to understand the value of the ITIL service lifecycle, how the processes integrate with each other, throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle Specifically, candidates must be able to:

    02-2. Describe the structure of the ITIL service lifecycle
    02-3. Account for the purpose, objectives and scope of service strategy
    02-4. Briefly explain what value service strategy provides to the business
    02-5. Account for the purpose, objectives and scope of service design
    02-6. Briefly explain what value service design provides to the business
    02-7. Account for the purpose, objectives and scope of service transition
    02-8. Briefly explain what value service transition provides to the business
    02-9. Account for the purpose, objectives and scope of service operation
    02-10. Briefly explain what value service operation provides to the business
    02-11. Account for the main purpose, objectives and scope of continual service improvement
    02-12. Briefly explain what value continual service improvement provides to the business

    It is recommended that this training is covered within other units.

    The recommended study period for this unit is minimum 1 hour.


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    ITILFND03 Generic concepts and definitions:

    The purpose of this unit 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:

    03-1. Utility and warranty
    03-2. Assets, resources and capabilities
    03-3. Service portfolio
    03-4. Service catalogue (both two-view and three-view types)
    03-5. Governance
    03-6. Business case
    03-7. Risk management
    03-8. Service provider
    03-10. Supplier
    03-11. Service level agreement (SLA)
    03-12. Operational level agreement (OLA)
    03-13. Underpinning contract
    03-14. Service design package
    03-15. Availability
    03-16. Service knowledge management system (SKMS)
    03-17. Configuration item (CI)
    03-18. Configuration management system
    03-19. Definitive media library (DML)
    03-20. Change
    03-21. Change types (standard, emergency and normal)
    03-24. Event
    03-25. Alert (Glossary)
    03-26. Incident
    03-27. Impact, urgency and priority
    03-28. Service request
    03-29. Problem
    03-30. Workaround
    03-31. Known error
    03-32. Known error database (KEDB)
    03-33. The role of communication in service operation
    03-35. Release policy
    03-36. Types of services
    03-37. Change proposals
    03-38. CSI register
    03-39. Outcomes
    03-40. Patterns of business activity
    03-41. Customers and users
    03-42. The Deming Cycle (plan, do, check, act)

    It is recommended that this unit is covered as part of the training in the other
    units.

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