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ITIL® 2011 Foundation For Service Management (BPI)

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ITIL® 2011 Foundation For Service Management (BPI)

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 new 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.

 

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

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 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

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.

Specifically, candidates must be able to:

Service Strategy

State the objectives and basic concepts for:

Demand Management

  • The following list must be covered:
  • Challenges in managing demand for Services
  • Activity-based Demand Management (Patterns of business activity (PBAs)
  • Business activity patterns and user profiles

Financial Management

  • Business case

Service Design

Explain the high level objectives, basic concepts, process activities and relationships for:
Service Level Management (SLM) 
The following list must be covered:

  • Service-based SLA
  • Multi-level SLAs
  • Service level requirements (SLRs)
  • SLAM chart
  • Service review
  • Service improvement plan (SIP)

State the objectives and basic concepts for:
Service Catalogue Management
Availability Management

  • Service availability
  • Component availability
  • Reliability
  • Maintainability
  • Serviceability

Information Security Management (ISM)

  • Security framework
  • Information security policy
  • Information security management system (ISMS)

Supplier Management

  • Supplier Contract Database (SCD)

Capacity Management

  • Capacity plan
  • Business capacity management
  • Service capacity management
  • Component capacity management

IT Service Continuity Management

  • Business Continuity Plans
  • Business Continuity Management
  • Business Impact Analysis
  • Risk Analysis

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.
  Proctored:   Yes
  Open Book:   No
  Pass Score:   65%, 26 out of 40
  Distinction Score:   TBC
  Delivery:   Paper Based
For Dubai the examination will be online

 

Get 10% discount on a group of 4 or more nominations! (Discount will be applied during checkout)
Only applicable for selected batches and courses.

ITIL® 2011 Foundation For Service Management (BPI)

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