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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: Non-properietary practice – ITIL is owned by the Office of Government Commerce, a department of the UK Government. ITIL does not require a lincense to practice and it is independent of any commercial solution or platform. 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. Seamless Sourcing Partnerships – Outsourcing, often with multiple service providers, is increasingly common today. ITIL is widely practiced among industry service providers and offers a common practice base for improved service chain management
ITIL Service Management Practices (ITIL v3)
ITIL is now history 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.
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. capacity. business focused service practice for service management. ITIL v3 is written with a broader context and scope of thinking for best practices.bh Page 2 . The vision for ITIL v3 is holistic. ITIL is now known as ITIL Service Management Practices. So. financial management and ROI. putting together return on investment (ROI) statements and case studies. service portfolio. The book also includes supplier management and information security management. much the same as an IT service in reality. from an operationally focused set of processes to a mature service management set of practice guidance. The New ITIL . There is also greater guidance provided on how to demonstrate value to the business. implementation. 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. service level management and outsourcing.ITIL Service Management Practices (ITIL v3) ITIL has undergone some intensive changes. Notably. The second book is Service Design. the title of framework itself has changed. The five books contain much of the ITIL v2 process information. however. The new approach is termed the „lifecycle‟ approach. that haven‟t been a part of ITIL in past. management. 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. It covers the aspects of availability. 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. value based. value networks. gfb. if you want to keep yourself updated about what‟s changing and when.If you‟re looking for latest information about ITIL v3. which subjects such as strategy creation. watch out for more details. Once called the IT Infrastructure library. The name change is an apt reflection of the evolution that the ITIL has undergone. there are new topics covered in ITILv3. continuity. What’s new in ITIL v3 Besides the overall new architecture of ITIL Service Management Practices. your first resource is QAI! That‟s because we have direct connections to all the major ITIL v3 players. they have a new structure and approach.
release and deployment management. 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. knowledge management systems. as well as the automated monitoring of thresholds and automation of operational tasks. improved processes lead to enhanced services delivered to customers and users. Act‟ approach to identifying and acting upon ongoing improvements to all of the processes detailed in the other four books. business managers and business process owners. It also introduces a new process for operations management. 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.bh Page 3 . and review and close transition. The purpose of the ITIL® Foundation certificate in IT Service Management is to obtain knowledge of the ITIL® terminology. including enterprise-wide system management (exception monitoring). Key processes addressed are planning and support. Do. the book includes incident and problem management. structure and basic concepts and to comprehend the core principles of ITIL® practices for Service Management. IT professionals. which has an overall view of all the other elements and looks for ways that the overall process and service provision can be improved. Check. asset and configuration management. which is concerned with business as usual activities.The next book is Service Transition. risk and quality assurance. managing organisation and change. Emphasis here is on the „Plan. As a consequence. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification. This book focuses on the day-to-day support operations. It also includes managing change. Service Management as a practice Comprehension Service Lifecycle Comprehension Key Principles and Models Comprehension Key Concepts Awareness Selected Processes Awareness Selected Roles Awareness Selected Functions Awareness Technology and Architecture Awareness TIL Qualification scheme Awareness gfb. 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. The fourth book in the lifecycle is Service Operation. Additionally. This may include but is not limited to. which is concerned with managing change. evaluation and early life support. change management. The final book is Continual Service Improvement.
ITIL® Service Transition. extensibility and ease of maintenance in mind.bh Page 4 . candidates must be able to: Explain the Service Lifecycle Describe the structure. The syllabus has been designed with ease of reference. Specifically. Specifically. though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended. ITIL® Service Design. scope and components of the ITIL Library Account for the main goals and objectives of Service Strategy Explain the two elements of value: Utility and Warranty Account for the main goals and objectives of Service Design Explain what value Service Design provides to the business Account for the main goals and objectives of Service Transition Explain what value Service Transition provides to the business Account for the main goals and objectives of Service Operations Explain what value Service Operation provides to the business Account for the main goals and objectives of Continual Service Improvement Explain what value Continual Service Improvement provides to the business 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. Course Outline The course is aimed at raising individual‟s understanding of and competence in IT Service Management as described in the ITIL® Service Strategy. ITIL® Service Operation.Prerequisite Entry Criteria There are no formal criteria or pre-requisites for candidates wishing to attend an accredited ITIL® Foundation course. Service Management as a practice This unit is aiming to help the candidate to define Service and to comprehend and explain the concept of Service Management as a practice. candidates must be able to: Describe the concept of Good Practice Define and explain the concept of a Service Define and explain the concept of Service Management Define and distinguish between Functions. Roles and Processes Explain the process model List the characteristics of processes The Service Lifecycle 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. gfb. ITIL® Introduction and ITIL® Glossary publications. ITIL® Continual Service Improvement.
bh Page 5 . candidates must be able to: Service Strategy Discuss the three types of Service Providers: Internal Service Provider Type I Shared Services Provider Type II External Service Provider Type III Describe Service Strategy as Perspective.Specifically. or Pattern SS gfb. Position. 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. Urgency and Priority Service Request Problem Workaround Known Error Known Error Data Base KEDB Swim lane diagram Service Measurement Key Principles and Models 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. Plan. Standard and Emergency Release Unit Seven R‟s of Change Management Event Alert Incident Impact. Specifically.
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: gfb.6: Service Portfolio Design Identification of Business Requirements.Service Design Understand the importance of People. definition of Service requirements and design of Services Technology and architectural design Process design Measurement design Be able to distinguish between different sourcing approaches and options Insourcing Outsourcing Co-sourcing Partnership Multisourcing Business Process outsourcing Application Service Provision Knowledge Process Outsourcing Service Transition Explain the Service V model Service Operation Summarize the following conflicting motives in Service Operation IT Services versus Technology components Stability versus Responsiveness Quality of Service versus Cost of Service Reactive versus Proactive Explain the role of communication in Service Operation Continual Service Improvement Discuss the Plan. Processes. Products and Partners for Service Management Discuss the five major aspects of Service Design SD 3. Do.bh Page 6 .
process activities. interfaces input/output. key metrics KPI‟s and challenges for three of the core processes and to state the objectives. candidates must be able to: Service Strategy Outline the four main activities in the Service Strategy process State Define the market Develop the offerings Develop strategic assets Prepare for execution the objectives. Supplier Management Service Transition Explain the high level objectives. service metrics Understand the role of Governance for Continual Service Improvement Processes This unit is aiming to help the candidate understand how the Service Management processes contribute to the Service Lifecycle. goals. Information Security Management ISM. metrics and measurements Types of metrics technology metrics. basic concepts. Specifically. to explain the high level objectives. process metrics. interfaces. business value. key metrics and challenges for: Change Management State the objectives. business value. basic concepts.bh Page 7 . business value. key metrics KPI‟s and challenges for: Service Level Management SLM State the objectives. business value. objectives. basic concepts. process activities. business value. scope. business value. interfaces. basic concepts and interfaces for: Service Portfolio Management Service Design Explain the high level objectives. scope. mission. activities. some of the basic concepts and interfaces for ten of the remaining processes. CSF. KPI. business value. basic concepts and interfaces for: gfb. Business value Baselines Vision. basic concepts and interfaces for: Service Catalogue Management Availability Management. scope.
business value. Specifically. staffing and metrics of the Service Desk function and to state the role. basic concepts.2 State the objectives. key metrics and challenges for: Incident Management SO 4. objectives and overlap of three other functions. objectives. Service Asset and Configuration Management SACM Release and Deployment Management Service Operation Explain the high level objectives. basic concepts. and metrics for: The 7 step improvement process Functions This unit is aiming to help the candidate to explain the role. business value. interfaces. scope. staffing and metrics of: The Service Desk function State the role. interfaces. Specifically. objectives.bh Page 8 . basic concepts and interfaces for: Event Management Request Fulfillment Problem Management Continual Service Improvement Explain the high level objectives. candidates must be able to: Explain the role. candidates must be able to: gfb. process activities. 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. organizational structures. process activities. organizational structures. objectives and overlap of: The Technical Management function The Application Management function The IT Operations Management function IT Operations Control and Facilities Management The recommended number of study hours for this unit is 1 hour.
Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and use of a dictionary This section is still being clarified Yes No 65% 26 out of 40 None Online or Paper Based. Prerequisite: Proctored: Open Book: Pass Score: Distinction Score: Delivery: gfb. Format of the Examination This syllabus has an accompanying examination with must be passed for the candidate to achieve the ITIL® Foundation Certificate in IT Service Management.bh Page 9 . 40 questions 60 minutes. Type: Duration: Multiple choices.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 Technology and Architecture This unit is aiming to help the candidate to 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.