ITIL® Online Foundation Training Course

There are no prerequisites for this course.

ITIL® Foundation

The ITIL® Online Foundation exam certifies that you have gained knowledge of ITIL® terminology, structure and basic concepts, and comprehended the core principles of service management.

Examination

Following will be the format of the exam:

• Multiple choice
• 40 questions
• 60 minutes duration
• Pass mark is 65%, 26/40

• Delegates will gain a basic understanding of the ITIL® framework
• Learn how ITIL® can be used, to improve the quality of IT service management, in an organisation
• Appreciate the five key areas of ITIL®: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement
• Get to know about the purpose, objective and scope of ITIL® services within the organisation 

Introduction to Service Management

• IT Service Management life cycle
• Principles of IT Service Management
• Service and its objectives
• Service Management and its benefits to the organisation
• Define Process and its characteristics
• RACI Model
• Various types of service providers
• Contracts and suppliers

Service Management life cycle

• What is Service life cycle?
• Scope and Objectives
• Challenges and Benefits of IT Service Management
• Elements of life cycle
• Interrelation between different life cycle stages
• Relation between Governance and ITSM

Service Strategy

• Define Service Strategy and its benefits
• Scope and Objective
• Service Strategy Process
• Type of Services

Service Strategy Concepts

• Service Utility and Warranty
• Service assets
• Value creation
• Factors influencing customer perception of value
• Service Packages
• Business outcomes
• Service Packages
• Structure of Business case and its uses
• Uses and Structure of Business case

Service Strategy Process

• Define Process and its value
• Demand Management
• Service Demand
• PBA and UP
• Service Portfolio components
• Service Portfolio Management
• Financial Management
• Managing business relations

Service Design

• Define Service Design and its role
• Key concepts and terminologies
• Service Design process
• Service Catalogue Management
• Service Level Management
• Capacity Management

Service Transition

• Define Service Transition
• Configuration item
• Configuration Management System

Service Transition Process

• Overview and Objective
• Transition, Planning and Support
• Change Management and Change Model

Service Operations

• Overview
• Events
• Alerts and Incidents
• Service Operation Processes
• Event Management
• Event Management Process
• Event Logging and Filtering
• Manage Exceptional Events
• Incident Management
• Process Interfaces
• Problem Management