THE ITIL V3 FOUNDATION COURSE IN INFORMATION TECHNOLOGY SERVICE MANAGEMENT

Upcoming Class Schedule:

14-16 October 2009

9-11 November 2009

Course Fee: S$1,800 per person (Include exam)
Please contact us if you have more than 2 seats registration.

* Price subject to 7% GST.
 

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management.

The ITIL Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for Service Management without further guidance.
 

Students 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
• Service Lifecycle
• Key Principles and Models
• Generic Concepts
• Selected Processes
• Selected Roles
• Selected Functions
• Technology and Architecture
 

Target Group

The target group of the ITIL Foundation certificate in IT Service Management is drawn from:
 

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. 

Course Outline

Introduction

Service Management as a practice

The purpose of this unit is to help the student to define Service and to comprehend and explain the concept of Service Management as a practice.

Specifically, students must be able to:

 

The Service Lifecycle


The purpose of this unit is to help the student to understand the Service Lifecycle and explain the objectives and business value for each phase in the lifecycle.

 
Specifically, students must be able to:

• Briefly explain the Service Lifecycle
• Describe the structure, scope, components and interfaces of the ITIL Library
• Account for the main goals and objectives of Service Strategy
• Account for the main goals and objectives of Service Design
• Briefly explain what value Service Design provides to the business
• Account for the main goals and objectives of Service Transition
• Briefly explain what value Service Transition provides to the business
• Account for the main goals and objectives of Service Operations
• Briefly explain what value Service Operation provides to the business
• Account for the main goals and objectives of Continual Service Improvement
• Briefly explain what value Continual Service Improvement provides to the business  
  

Generic concepts and definitions
The purpose of this unit is to help the candidate define some of the key terminology and explain the key concepts of Service Management.
 
Specifically, students must be able to define and explain the following key concepts:

• Utility and Warranty
• Resources and Capabilities
• Service Portfolio
• Service Catalogue (Business Service Catalogue and Technical Service Catalogue)
• The role of IT Governance across the Service Lifecycle
• Business Case
• Risk
• Service Model
• Service Provider
• Supplier
• Service Level Agreement (SLA)
• 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)
• The role of communication in Service Operation  

Key principles and models




The purpose of this unit is to help the candidate comprehend and account for the key principles and models of Service Management and balance some of the opposing forces within Service Management.
 
Specifically, students will be exposed to the introduction of each of the following core principles namely Service Strategy, Service Design, Service Transition, Service Operation, and Continual Improvement Service.

 

 
Service Strategy

* Explain how Service Assets are the basis for Value Creation

* 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 
* Distinguish between different Service Sourcing approaches and options 

 

Service Transition
* Explain the Service V model 

 

Service Operation
* Summarize the following conflicting balances in Service Operation:

   - IT Services versus Technology components

   - Stability versus Responsiveness

   - Quality of Service versus Cost of Service

   - Reactive versus Proactive 

 

Continual Service Improvement
* 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:

   - Business value

   - Baselines

   - Types of metrics (technology metrics, process metrics, service metrics) 

 

Processes




The purpose of this unit is to help the student understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities, key metrics (KPIs), roles and challenges for five of the core processes and to state the objectives, some of the basic concepts and roles for fifteen of the remaining processes.

 

 
Specifically, candidates must be able to (for each of the cores):
 
* Service Strategy
   - Outline the four main activities in the Service Strategy process

     - Define the market

     - Develop the offerings

     - Develop strategic assets

     - Prepare for execution  
   - State the objectives, basic concepts and roles for:

     - Service Portfolio Management (SPM)

     - Demand Management

     - Financial Management 

* Service Design
   - Explain the high level objectives, scope, basic concepts, process activities, key metrics (KPI’s), roles and challenges for: 

      - Service Level Management (SLM)  

   - State the objectives, basic concepts and roles 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, scope, basic concepts, process activities, key metrics, roles and challenges for:

      - Change Management  
   - State the objectives, basic concepts and roles for:

      - Service Asset and Configuration Management (SACM)

      - Release and Deployment Management   
* Service Operation
   - Explain the high level objectives, scope, basic concepts, process activities, key metrics, roles and challenges for:

     - Incident Management 
   - State the objectives, basic concepts and roles for:

     - Event Management

     - Request Fulfillment

     - Problem Management

     - Access Management  

* Continual Service Improvement
   - Explain the high level objectives, basic concepts, process activities, roles and metrics for:

     - The 7 step improvement process  

 

Functions




The purpose of this unit is to help the student explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and state the role, objectives and overlap of three other functions.



 
Specifically, candidates must be able to:
* Explain the role, objectives, organizational structures, staffing and metrics of:

   - The Service Desk function (SO 6.2) 
* State the role, objectives and organizational overlap of:
   - The Technical Management function

   - The Application Management function
   - The IT Operations Management function (IT Operations Control and Facilities Management)  


Roles




The purpose of this unit is to help the student account for the role and, be aware of the responsibilities of some of the key roles in Service Management and to recognize a number of the remaining roles described in other Learning Units.

 
Specifically, students must be able to:
* Account for the role and the responsibilities of the

   - Process owner

   - Service owner

* Recognize the RACI model and explain its role in determining organizational structure.  

 

Technology and Architecture


The purpose of this unit is to help the student to:
* List some generic requirements for an integrated set of Service Management Technology

* Understand how Service Automation assists with integrating Service Management processes  
 


Course Agenda


Day 1: 


Welcome – introducing trainer and studentsAdmin and housekeeping mattersITIL v3 IntroductionService Management as a PracticeService LifecycleGeneric Concepts and Definitions 

Day 2:


Key Principles and Models covering Service Strategy, Service Design, Service Transition, Service Operation and Continual Service ImprovementProcesses covering Service Strategy, Service Design, Service Transition, Service Operation and Continual Service ImprovementFunctions 

Day 3:


 

RolesTechnology and ArchitectureRevisionMock / Trial ExaminationThe actual examination (60 minutes) 
 
Format of the Examination

This course has an accompanying examination at which the candidate must achieve a pass score to gain the ITIL Foundation Certificate in IT Service Management.
 
Type: Multiple choices, 40 questions
Duration: Maximum 60 minutes.(Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and are allowed the use of a dictionary)
Supervised: Yes
Open Book: No
Pass Score: 65% (26 out of 40)
Distinction Score: None
Delivery: Online or Paper Based.
  
                   
For any other queries, do drop us an email: training@netassist.com.sg or contact us at 6272 2662.