ITIL V3 Foundation Syllabus v4.2
Overview/Description
Organizations that provide IT services to internal or external
customers need to provide excellent services to enhance value to
the organization. The IT Infrastructure Library (ITIL®) can help
organizations achieve these goals and increase external and
internal customer satisfaction. To be successful, an organization
needs to have the capabilities to manage these services and good
practices to ensure these capabilities are fully utilized. This
course addresses using service management as a practice for IT
companies. This course will assist the learner in preparing for the
ITIL® V3 Foundation Level certification and is aligned with the
ITIL® V3 Foundation Syllabus v4.2.
ITIL® is a Registered Trade Mark of the Office of Government
Commerce in the United Kingdom and other countries.
Target Audience
For information technology managers and support personnel who
seek to improve and streamline the processes used to support the
deployment of information technology within a business organization
and individuals preparing for the ITIL V3 Foundation exam.
Prerequisites
None
Lesson Objectives
ITIL Overview
- match the organizations involved with the IT infrastructure
library and examinations with their role
- identify the reasons for ITIL's success
- identify the features of the ITIL qualification and examination
scheme
Basics of Service and Service Management
- identify how a service can provide value
- identify the features of services
- identify the features of Service Management
Providing Service to Customers
The ITIL Service Lifecycle
- match each ITIL volume with a description of what it
provides
- recognize the goals and objectives of each Lifecycle phase
Scope and Value of Lifecycle Phases
- recognize the scope of each Service Lifecycle phase
- recognize the value of each Service Lifecycle phase
Lifecycle Functions and Processes
- recognize the characteristics of lifecycle functions and
processes
Recognizing the Service Lifecycle Phases
Create Value with Assets and Services
- recognize how organizations use assets to create and add
value
Automate Service Processes
- recognize how to implement service automation guidelines
- identify the advantages of service automation
Applying Service Strategies
Define the Market
- recognize examples of defining the market activities
Develop Offerings
- recognize how identifying the market space helps when
developing offerings
- recognize how to determine if there is value in a service
- identify how the Service Portfolio assists in developing
offerings
Develop Strategic Assets
- identify reasons why organizations should develop Service
Management as a strategic asset
- recognize how an organization develops Service Management as a
strategic asset in a given example
Prepare for Execution I
- recognize examples of the first five steps in preparing for
execution
Prepare for Execution II
- recognize examples of steps six to ten in preparing for
execution
Performing Service Strategy Activities
Demand Management
- identify the role of Pattern of Business Activity (PBA) and
User Profile (UP) in Demand Management
- distinguish between SLPs and CSPs
Financial Management
- recognize the characteristics of Financial Management
concepts
- recognize examples of Financial Management key inputs
- recognize examples of Financial Management key outputs
- recognize key features of Risk Management
Manage Service Strategy
Aspects of Service Design
- identify the five aspects of Service Design
- recognize how to ensure that Service Design scope is aligned
with business needs
Design Service Solutions and Service
Portfolio
- identify considerations when designing a service solution
- identify the options of status within the Service
Portfolio
Design Technology Architectures
- match roles in the Enterprise Architecture with their
functions
- recognize the areas to consider when designing a management
architecture that integrates IT needs with business needs
Design Processes
- identify the features of process design
Design Measurement Systems and Metrics
- recognize scenarios that illustrate metric tree benefits
Understanding Service Design aspects
Introduction to Service Level Management
- recognize the basic concepts of Service Level Management
- identify the objectives of Service Level Management
Service Level Management Process Activities
- recognize how to conduct the activities involved in the
negotiating phase of the SLM process
- recognize how to conduct the activities in the monitoring and
reporting phases of the SLM process
- recognize the activities in the reviewing phase of the SLM
process
Provide Service Level Management
Service Catalog and Availability Management
- recognize the characteristics of the Service Catalog
- recognize which Availability Management formula to use in given
scenarios
- recognize the responsibilities of the Service Catalog manager
and the availability manager
Measure Availability, Reliability, and
Maintainability
Capacity Management and Supplier Management
- recognize the focus of Capacity Management subprocesses
- recognize the components of the Supplier and Contracts
Database
- recognize the responsibilities of the capacity manager and the
supplier manager
Information Security Management and ITSCM
- recognize the components of the ISM and the objectives of the
ISMS elements
- sequence the stages of ITSCM Lifecycle
- recognize the responsibilities of the security manager and the
IT service continuity manager
Understanding Service Design Processes
Basics of Change Management
- identify Change Management scope and objectives
- identify policies that support Change Management
- recognize examples of normal, standard, and emergency
changes
Change Management Process Activities
- recognize factors to consider when recording and reviewing the
RFC
- recognize factors to consider when assessing and evaluating the
change
- recognize factors to consider when authorizing, coordinating,
reviewing, and closing the change
Change Triggers, Inputs, and Outputs
- recognize how components and processes are affected by the
Change Management process
Implementing Change Management
Service Asset and Configuration Management
- recognize the functions of the Configuration Management System
(CMS)
Release and Deployment Management
- recognize how to determine release-unit levels, which
deployment option to choose, and what model to use to build and
deploy the release
Define and explain release policies
Knowledge Management
- identify the components of the DIKW structure
- identify the relationship between the SKMS, CMDB, and CMS
Understanding Service Transition Processes
The Role of Communication in Service
Operation
- identify the best practice principles for effective
communication in Service Operation
- identify strategies for facilitating successful meetings
- recognize the purpose and characteristics of common service
operation meetings
Service Desk Roles and Objectives
- determine which service desk structures to use in given
examples
Other Service Operation Functions
- recognize the dual role of Technical Management
- recognize how IT Operations Management achieves balance between
its dual roles
- identify the four roles of Application Management
Using Service Operation Functions
Introduction to Incident Management
- recognize how to measure effective Incident Management
Incident Management Process Activities
- sequence examples of the steps in the Incident Management
process
Responding to Incidents
Event Management and Access Management
- recognize examples of event types
- identify the terms pertaining to Access Management
Request Fulfillment and Problem Management
- identify Request Fulfillment objectives and
responsibilities
- recognize how to handle problems using the Known Error
Database
- match the Problem Management roles with responsibilities
Recognizing Service Operation Processes
Measuring Services for CSI
- identify the metrics organizations gather to support CSI
activities
Service Level Management
- identify the role of SLAs and SIPs in Service Level
Management
Understanding Measurements and Processes for
CSI
CSI Supporting Roles
Match process owner and service owner with
responsibilities
Using Models for CSI
- recognize how to implement the Deming cycle in CSI in a given
example
- sequence the steps in the CSI model
- identify the characteristics of the RACI authority matrix
Understanding CSI Roles and Models