ITIL Foundation

Service management as a practice.

The  purpose  of  this  unit  is  to  help  the  candidate  to  define
the  concept  of  as service, and to comprehend  and  explain  the concept of service management  as a practice. Specifically, andidates  must be  able to:

1. Describe  the  concept of best practices in the public
2. Describe  and  explain  why  ITIL  is successful
3. Define  and  explain  the concept  of  a service
4. Define  and  explain  the concept  of  internal  and  external  customers
5. Define  and  explain  the concept  of  internal  and  external
6. services
7. Define  and  explain  the concept  of service management
8. Define  and  explain  the concept  of  IT service management
9. Define  and  explain  the concept  of stakeholders  in service
10. management
11. Define processes  and  functions
12. Explain the  process model  and  the characteristics of  processes
    

     

The ITIL service lifecycle

The  purpose  of  this  unit  is  to  help  the  candidate  to  understand  the value  of  the ITIL service lifecycle, how  the  processes  integrate  with  each  other, throughout  the lifecycle and  explain  the objectives, scope and  business  value  for  each phase  in the lifecycle. Specifically, candidates  must be  able to:

1. Describe  the  structure  of  the ITIL  service lifecycle
2. Account  for  the  purpose,  objectives  and  scope  of service strategy
3. Briefly  explain  what  value service strategy  provides  to  the  business
4. Account  for  the  purpose,  objectives  and  scope  of service design
5. Briefly  explain  what  value service design  provides  to  the  business 
6. Account  for  the  purpose,  objectives  and  scope  of service transition
7. Briefly  explain  what  value service transition  provides  to  the  business 
8. Account  for  the  purpose,  objectives  and  scope  of service operation
9. Briefly  explain  what  value service operation  provides  to  the  business
10. Account  for  the  main  purpose,  objectives  and  scope  of continual service improvement
11. 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  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:

1. Utility and warranty
2. Assets, resources and  capabilities
3. Service portfolio
4. Service catalogue
5. Governance
6. Business case
7. Risk management
8. Service provider
9. Supplier
10. Service level agreement  (SLA)
11. Operational level agreement  (OLA)
12. Underpinning contract
13. Service design package Availability
14. Service knowledge management system (SKMS)
15. Configuration item (CI)
16. Configuration management system
17. Definitive media library  (DML)
18. Change
19. Change   types
20. .Event
21. Incident
22. Impact, urgency  and priority
23. Service request
24. Problem Workaround
25. Known error
26. Known error data base  (KEDB)
27. The  role  of communication  in service operation
28. Release  policy
29. Types  of Services
30. Change  proposals
31. CSI register
32. Outcomes
33. Patterns of business activity
34. Customers  and users
35. The  Deming  Cycle (plan,  do, check,act)
    
    

Key principles  and models

The  purpose  of  this  unit  is  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. Specifically, candidates  must be  able to:

1. Service strategy
2. .Describe value creation through services
3. .Understand  the  importance  of people, processes, products and partners  for service management
4. Understand  the five  major  aspects of service design
5. Technology  architectures  and management  architectures
6. The  processes required Measurement  methods  and  metrics
7. Continual service improvement
8. Explain  the continual service improvement approach
9. Understand  the  role  of  measurement  for continual service improvement  and explain  the following  key elements:
   1. Relationship    between critical success factor and key performance  indicators
   2. Baselines
   3. 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 ITIL  service lifecycle,  to  explain  the purpose, objectives,   scope,   basic   concepts,   activities and interfaces for four of the  core processes, and   to   state   the purpose, objectives and scope for eighteen of  the remaining  processes. The list  of  activities  to  be  included  from  each  process  is the minimum  required and should  not be  taken as an exhaustive list. Specifically, candidates  must be  able to:
Service strategy
2. State the purpose, objectives  and scope for:
2.1. Service portfolio management
2.2. Financial management for  IT  services, Business case
2.3.  Business relationship management  Service design

3.Explain   the purpose, objectives,scope,basic   concepts,   process
3.1. Service level management  (SLM)
     The  following  list must be covered:
         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
4.State the purpose, objectives  and scope  for:
4.1.Service catalogue management
4.2.Availability management
    Service availability
    Component  availability
    Reliability
    Maintainability
    Serviceability
    Vital business functions (VBF)
4.3.Information security management  (ISM)
    Information  security policy
4.4.Supplier management
    Supplier  categories
4.5.Capacity management
    Capacity  plan
    Business capacity management
    Service  capacity management
    Component  capacity management
4.6. IT service continuity management
Purpose  of business impact analysis (BIA)
Risk assessment
4.7.Design coordination

5.Explain   the purpose, objectives,   scope, basic   concepts, process activities  and interfaces for:
5.1.Change management
    Types  of  change  request
    Change  models
    Remediation planning
    Change advisory board   / emergency change advisory board
    Lifecycle  of a normal  change

6.State the purpose, objectives  and scope  for:
6.1. Release  and deployment management
Four phases  of  release  and  deployment 
6.2.Knowledge management
    Data-to-Information-to-Knowledge-to-Wisdom    (DIKW) & SKMS   
6.3.Service asset and configuration management  (SACM)
6.4.Transition  planning  and  support Service operation

7.Explain   the   purpose,   objectives,   scope,   basic   concepts,   process activities  and interfaces for:
7.1.Incident management
7.2.Problem management, not section on problem  analysis techniques

8.State the purpose, objectives  and scope  for:
8.1.Event management
8.2.Request fulfilment
8.3.Access management
   Continual service improvement
9.State the purpose, objectives  and scope  for:
9.1.  The seven-step  improvement process

Functions
The  purpose  of  this  unit  is  to  help  the  candidate  to  explain  the  role,  objectives and organizational  structures  of the service desk  function, and  to  state  the  role, objectives and  overlap  of three  other  functions. Specifically, candidates  must be  able to:

1.Explain the  role, objectives  and  organizational  structures for The service desk function 
2.State the role  and  objectives  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  candidate  to  account  for  and  to  be  aware of  the responsibilities  of  some of  the key roles  in service management. Specifically, candidates  must be  able to:

1.Account for  the role  and  the  responsibilities  of:
     the Process owner
    Process manager
    Process practitioner
2. Recognize  the responsible, accountable,    consulted,    informed    (RACI) responsibility  model   and   explain   its   role   in   determining   organizational structure.


Technology  and architecture
The  purpose  of this unit is to help the candidate  to:
1.Understand    how service automation    assists    with expediting service management  processes


Competence and training
1.Competence  and  skills for service  management
2.Competence  and  skills framework
3. Training