Overview

ITIL v3 is written with a broader context and scope of thinking for best practices. The five books contain much of the ITIL v2 process information; however, they have a new 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 development incorporates thinking across the content of the eight v2 books and not just the IT Service Support and Delivery set as was common during the past few years.

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.

Target Group

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.

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 Outline

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
• The Service Lifecycle
• Key concepts
• Key Principles and Models
• Service Strategy
• Service Design
• Continual Service Improvement
• Processes
• Service Strategy
• Service Design

Explain the high level objectives, basic concepts, process activities and relationships for:
Service Level Management (SLM)

State the objectives and basic concepts for:

• Service Catalogue Management
• Availability Management
• Information Security Management (ISM)
• Supplier Management
• Capacity Management
• IT Service Continuity Management

Service Transition

Explain the high level objectives, basic concepts, process activities and relationships for:

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.

Mock exam

This unit is aiming to help the candidate to pass the ITIL® Foundation exam.
Format of the Examination
This syllabus has an accompanying examination with must be passed for the candidate to achieve the ITIL® Foundation Certificate in IT Service Management.

Type:   Multiple choices, 40 questions   Duration:   60 minutes. Candidates sitting the examination in a language   other than their native language have a maximum of 75 minutes   and use of a dictionary   Proctored:   Yes   Open Book:   No   Pass Score:   65%, 26 out of 40   Distinction Score:   TBC   Delivery:   Paper Based

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