ITIL^® Foundation Training

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ITIL^® Foundation training helps in gaining knowledge about the core principles of IT practices for IT Service Management as developed by APM Group Ltd (APMG^®), a global accreditation body. The course encompasses the understanding on IT Infrastructure Library (ITIL^®) terminology, structure, and basic concepts required to increase business productivity and reliability. Participants are guided how to sync IT services with the business requirements to achieve the strategic objectives. The learning curve will provide information on identifying the technology, architecture, framework models, processes, functions, and roles.

Upon the completion of ITIL^® Foundation training, you will gain understanding in the following:

Concept of Service management as a practice
Structure of ITIL^® service lifecycle along with objectives and scope of service strategy
Generic concepts and definitions covering assets, service catalogue, risk management, service level agreement (SLA), Service knowledge management system (SKMS) and more
Key principles and models explaining the importance of people, processes, products and partners for Service management
Selected processes
Selected functions
Selected roles and associated responsibilities
Technology and architecture
Competence and skills for service management

Target audience

Candidates willing to learn ITIL^® framework for improving the IT service management within an organization
IT professional’s already following ITIL^® practices but wants to update their knowledge and skills
Business leaders, managers, and professionals irrespective of any domain can maximize their inputs and be beneficial

Prerequisites

While there is no formal prerequisite for this training, however candidates with a strong interest in IT service management are the ideal participants for this course.

Exams

ITIL^® Foundation Exam

Note:
1. ITIL^® is a registered trade mark of AXELOS Limited.
2. Swirl logo™ is a registered trademark of AXELOS Limited

1. Service management as a practice
2. The ITIL® service lifecycle
3. Generic concepts and definitions
4. Key principles and models
5. Processes
6. Functions
7. Roles
8. Technology and architecture
9. Competence and training

ITIL^® FND01: Service management as a practice

Describe the concept of best practices in the public domain Preview
Describe and explain why ITIL® is successful
Define and explain the concept of a service
Define and explain the concept of internal and external
Define and explain the concept of internal and external services
Define and explain the concept of service management
Define and explain the concept of IT service management
Define and explain the concept of stakeholders in service management
Define processes and functions
Explain the process model and the characteristics of processes

ITIL^® FND02: The ITIL^® service lifecycle

Describe the structure of the ITIL^® service lifecycle
Account for the purpose, objectives and scope of service strategy
Briefly explain what value service strategy provides to the business
Account for the purpose, objectives and scope of service design
Briefly explain what value service design provides to the business
Account for the purpose, objectives and scope of service transition
Briefly explain what value service transition provides to the business
Account for the purpose, objectives and scope of service operation
Briefly explain what value service operation provides to the business
Account for the main purpose, objectives and scope of continual service Improvement
Briefly explain what value continual service improvement provides to the Business

ITIL^® FND03: Generic concepts and definitions

Utility and warranty
Assets, resources and capabilities
Service portfolio
Service catalogue (both two-view and three-view types)
Governance
Business case
Risk management
Service provider
Supplier
Service level agreement (SLA)
Operational level agreement (OLA)
Underpinning contract
Service design package
Availability
Service knowledge management system (SKMS)
Configuration item (CI)
Configuration management system
Definitive media library (DML)
Change
Change types (standard, emergency and normal)
Event
Alert (Glossary)
Incident
Impact, urgency and priority
Service request
Problem
Workaround
Known error
Known error database (KEDB)
The role of communication in service operation
Release policy
Types of services
Change proposals
CSI register
Outcomes
Patterns of business activity
Customers and users
The Deming Cycle

ITIL^® FND04: Key principles and models

Service strategy

Describe value creation through services

Service design

Understand the importance of people, processes, products and partners for Service management
Understand the five major aspects of service design

Service solutions for new or changed services
Management information systems and tools
Technology architectures and management architectures
The processes required
Measurement methods and metrics

Continual service improvement

Explain the continual service improvement approach
Understand the role of measurement for continual service improvement and Explain the following key elements:

Relationship between critical success factors (CSF) and key performance indicators (KPI)
Baselines - Types of metrics (technology metrics, process metrics, service metrics)
Types of metrics (technology metrics, process metrics, service metrics)

ITIL^® FND05: Processes

Service strategy

State the purpose, objectives and scope for:

Service portfolio management

The service portfolio

Financial management for IT services

Business case

Business relationship management

Service design

Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:

Service level management (SLM)

Service-based SLA
Multi-level SLAs
Service level requirements (SLRs)
SLA monitoring (SLAM)
Service review
Service improvement plan (SIP)
The relationship between SLM and BRM

State the purpose, objectives and scope for:

Service catalogue management
Availability management

Service availability
Component availability
Reliability
Maintainability
Serviceability
Vital business functions (VBF)

Information security management (ISM)

Information security policy

Supplier management

Supplier categories

Capacity management

Capacity plan
Business capacity management
Service capacity management
Component capacity management

IT service continuity management

Purpose of business impact analysis (BIA)
Risk assessment

Design coordination

Service transition

Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:

Change management

Types of change request
Change models
Remediation planning
Change advisory board / emergency change advisory board
Lifecycle of a normal change

State the purpose, objectives and scope for:

Release and deployment management

Four phases of release and deployment

Knowledge management

Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS

Service asset and configuration management (SACM)
Transition planning and support

Service operation

Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:

Incident management
Problem management

State the purpose, objectives and scope for:

Event management
Request fulfillment
Access management
Continual service improvement

State the purpose, objectives and scope for:

The seven-step improvement process

ITIL^® FND06: Functions

06 - 1. Explain the role, objectives and organizational structures for

The service desk function

06 - 2. State the role and objectives of:

The technical management function
The application management function with application development
The IT operations management function (IT operations control and facilities management)

ITIL^® FND07: Roles

07 - 1. Account for the role and the responsibilities of the

Process owner
Process manager
Process practitioner
Service owner

07 - 2. Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.

ITIL^® FND08 : Technology and architecture

08 - 2. Understand how service automation assists with expediting service management processes

ITIL^® FND09: Competence and training

09 - 1. Competence and skills for service management

09 - 2. Competence and skills

09 - 3. Training

What is ITIL^®?

ITIL^® stands for IT Infrastructure Library. It is a set of guidelines and comprehensive documentation of best practice focusing on the quality IT Service Management (ITSM) and the environment supporting IT. ITSM objective is to align IT services with the needs of business.

Used by many organizations, both public and private, this ITL philosophy has grown up supporting professional qualification scheme.

What is the difference between ITIL v3 and ITIL 2011 Foundation?

"V3" stands for Version 3.I

ITIL 2011 is the current globally recognized credential for ITIL Foundation level.

Who is the governing body of ITIL^®?

Since July 2013, ITIL^® has been owned by AXELOS Ltd, which has licensed different organizations for administering the training program, managing updates to the framework. APMG International and POPLECERT are among those organizations.

We are partner with APMG^® International and PEOPLECERT, and are authorized to provide ITIL^® training and certification examination.

What certifications are available under the ITIL certifications scheme?

Under the ITIL certification scheme, the following certifications are available:

ITIL Foundation – It is the entry level examination for the scheme.
ITIL Intermediate Level – ITIL Foundation is a prerequisite for this level. It offers two broad categories:

Service Lifecycle - management-focused examinations
Service Capability - process-focused examinations

ITIL Managing Across the Lifecycle (MALC) – It is the capstone examination of the scheme and makes you eligible for the ITIL Expert level award following successful completion.

For detailed information on different levels of ITIL certification, please visit http://www.multisoftsystems.com/itil/

Why do I need an ITIL^® Qualification?

ITIL^® qualification adds weightage to your CV and get to the top of the CV pile. Many organizations, mention ITIL^® as a prerequisite for various openings. The organizations that implement ITIL^® encourage their employees to attend ITIL^® training and being certified. Having more ITIL certified employees, helps the organizations to get good tenders or get outsourced projects.

How can I become an ITIL^® Foundation certified professional?

After completing the ITIL^® training from an ATO, you have to write the ITIL^® Foundation exam. Clearing the exam successfully, you will earn two ITIL^® credits and be certified in ITIL^® Foundation from AXELOS^®.

What are ATOs?

ATOs are Accredited Training Organizations (ATOs) who are assessed and certified by AXELOS. The ATOs arrange training and certification exam for ITIL^® for all the levels including Foundation, Intermediate, Master, and Expert level. Multisoft Systems is a global AXELOS ATO.

Where can I take the exam?

You can write your ITIL^® examination of each level modules at Multisoft Systems being an ATO.

We can provide training and conduct your ITIL^® Foundation level certification exam at our own premises.

To take the exam with Multisoft Systems, please contact us at info@multisoftsystems.com

What happens if I fail an exam?

We maintain a track record of 100 % passing rate in ITIL^® Foundation certification exam.

Even though unfortunately, if you fails, you can reattempt the exam in a later examination session, which is subject to a resit fee. There is no limitation on the retaking of examination.

To avoid such situation, it’s always advisable to be get trained firstly from a recognized ATO and then appear for the examination, for increased chances of getting success.