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During the 20 years of ITIL practice, it remains the world‟s most widely recognized and adopted
framework for IT Service Management. It has grown from a cottage industry in the 80‟s to a
global influence.
Over this time the many benefits of ITIL have become widely known and ocntinue to grow as
the community of practice mature.
Whether you are a business customer, a service provider, a CIO or CEO, ITIL Service
Management Practices Offer benefits that demonstrate their value and return on investment.
Some of the widely published benefits are:
Scalable – ITIL can be adapted for any size of organization. This is a key benefit since the
industry predictions for the growth of small to medium enterprise is a major developing trend.
Reduce Costs – ITIL has provedn its value in reducing overall cost of managing services.
Improved Quality – ITILc helps improve the qualityof IT services through sound management
practices.
Aligned to standards - is well aligned to the ISO/Iec 20000 Standard for Service Management.
Qualification – ITIL supports the ITSM professional with a line of accredited training and
education courses.
ROI- ITIL helps IT organizations demonstrate their return on investment and measureable value
to the business. This helps establish a business case for new or continuing investment in IT.
Although ITIL continued to increase in popularity it is now some years since it was last updated.
This was back in 2000 in fact. Consequently, in December 2005, the OGC announced that there
would be an “ITIL refresh”, known widely as ITIL v3.Now, ITIL has once again undergone a
major refresh! The nine books have become five: Service Strategies, Service Design, Service
Transition, Service Operation and Continual Service Improvement. The new ITIL v3 is being
released on 30 th May 07.
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If you‟re looking for latest information about ITIL v3, your first resource is QAI! That‟s
because we have direct connections to all the major ITIL v3 players. So, if you want to keep
yourself updated about what‟s changing and when, watch out for more details.
ITIL has undergone some intensive changes. Notably, the title of framework itself has changed.
Once called the IT Infrastructure library, ITIL is now known as ITIL Service Management
Practices. The name change is an apt reflection of the evolution that the ITIL has undergone,
from an operationally focused set of processes to a mature service management set of practice
guidance. The vision for ITIL v3 is holistic, value based, business focused service practice
for service management.
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.
Besides the overall new architecture of ITIL Service Management Practices, there are new
topics covered in ITILv3, that haven‟t been a part of ITIL in past. The following are some of
them:
Strategic aspects
Service design aspects
Supplier Management
Outsourcing
Service knowledge management system
Application design and management
Technology architecture design and management
Service Measurement
Event management
Request fulfillment
Access Management The New books
The first book in the lifecycle is the Service Strategy, which subjects such as strategy creation,
implementation, value networks, service portfolio, management, financial management and
ROI.
The second book is Service Design, which starts with a set of new or changed business
requirements and ends with the development of a solution designed to meet the documented
needs of the business. It covers the aspects of availability, capacity, continuity, service level
management and outsourcing. The book also includes supplier management and information
security management.
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The next book is Service Transition, which is concerned with managing change, risk & quality
assurance and has an objective to implement service designs so that service operations can
manage the services and infrastructure in a controlled manner. It also includes managing
change, risk and quality assurance. Key processes addressed are planning and support; change
management; asset and configuration management; release and deployment management;
knowledge management systems; evaluation and early life support; managing organisation and
change; and review and close transition.
The fourth book in the lifecycle is Service Operation, which is concerned with business as
usual activities. This book focuses on the day-to-day support operations. Additionally, the book
includes incident and problem management. It also introduces a new process for operations
management, including enterprise-wide system management (exception monitoring), as well as
the automated monitoring of thresholds and automation of operational tasks.
The final book is Continual Service Improvement, which has an overall view of all the other
elements and looks for ways that the overall process and service provision can be improved.
Emphasis here is on the „Plan, Do, Check, Act‟ approach to identifying and acting upon ongoing
improvements to all of the processes detailed in the other four books. As a consequence,
improved processes lead to enhanced services delivered to customers and users.
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 organisation.
IT professionals that are working within an organisation 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.
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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.
Course Outline
This unit is aiming to help the candidate to define Service and to comprehend and explain the
concept of Service Management as a practice.
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.
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.
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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
Swim lane diagram
Service Measurement
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
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Service Design
Understand the importance of People, Processes, Products and Partners for Service
Management
Insourcing
Outsourcing
Co-sourcing
Partnership
Multisourcing
Business Process outsourcing
Application Service Provision
Knowledge Process Outsourcing
Service Transition
Service Operation
Discuss 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:
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Business value
Baselines
Vision, mission, goals, objectives, CSF, KPI, metrics and measurements
Types of metrics technology metrics, process metrics, service metrics
Processes
This unit is aiming to help the candidate understand how the Service Management processes
contribute to the Service Lifecycle, to explain the high level objectives, scope, business value,
basic concepts, activities, interfaces, key metrics KPI‟s and challenges for three of the core
processes and to state the objectives, business value, some of the basic concepts and
interfaces for ten of the remaining processes. Specifically, candidates must be able to:
Service Strategy
State the objectives, business value, basic concepts and interfaces for:
Service Design
Explain the high level objectives, scope, business value, basic concepts, process activities,
interfaces input/output, key metrics KPI‟s and challenges for:
State the objectives, business value, basic concepts and interfaces for:
Service Transition
Explain the high level objectives, scope, business value, basic concepts, process activities,
interfaces, key metrics and challenges for:
Change Management
State the objectives, business value, basic concepts and interfaces for:
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Service Asset and Configuration Management SACM Release and Deployment
Management
Service Operation
Explain the high level objectives, scope, business value, basic concepts, process activities,
interfaces, key metrics and challenges for:
State the objectives, business value, basic concepts and interfaces for:
Event Management
Request Fulfillment
Problem Management
Explain the high level objectives, basic concepts, process activities, interfaces, and metrics
for:
Functions
This unit is aiming to help the candidate to explain the role, objectives, organizational
structures, staffing and metrics of the Service Desk function and to state the role, objectives
and overlap of three other functions.
Explain the role, objectives, organizational structures, staffing and metrics of:
Roles
This unit is aiming to help the candidate to account for the role and the responsibilities of two
of the key roles in Service Management and to recognize a number of the remaining roles.
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Account for the role and the responsibilities of the
Process owner
Service owner
Recognise the RACI model and explain its role in determining the organization structure
List some generic requirements for an integrated set of Service Management Technology
Mock exam
This unit is aiming to help the candidate to pass the ITIL® Foundation exam.
This syllabus has an accompanying examination with must be passed for the candidate to
achieve the ITIL® Foundation Certificate in IT Service Management.
Proctored: Yes
Open Book: No
Pass Score: 65% 26 out of 40
Distinction Score: None
Delivery: Online or Paper Based.
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