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Home » Business Analyst Training » ITIL Infrastructure Library
IT Infrastructure Library ITIL v3 Foundation Syllabus v4.2
The most widely recognised Professional Certification for best practice in Customer IT Service Management.
 
Course Contents
Stage 1: ITIL V3 - Service Transition Processes and Principles
Stage 2: ITIL V3 - Service Design Processes
Stage 3: ITIL V3 - Service Design Fundamentals
Stage 4: ITIL V3 - Service Operation Principles and Functions
Stage 5: ITIL V3 - Service Strategy Fundamentals
Stage 6: ITIL V3 - ITIL and the Service Lifecycle
Stage 7: ITIL V3 - Continual Service Improvement Fundamentals
Stage 8: ITIL V3 - Service Strategy Processes
Stage 9: ITIL V3 - Service Operation Processes
Course Code:
ITIL-2
Course Duration:
12 months
Typical Study Hours:
20 -30 hours
Course Fees:
See our Fee Guide
Course Demo:
Request an online Course Demo
Study Prerequisite:
Support personnel, IT Managers responsible for improving an organisations customer service experience.
Additional Information for Stage 1:
- ITIL V3 - Service Transition Processes and Principles
- Change Management Process Activities
- Recognise factors to consider when recording and reviewing the RFC.
- Recognise factors to consider when assessing and evaluating the change.
- Recognise factors to consider when authorising, coordinating, reviewing, and closing the change.
- Change Triggers, Inputs, Outputs, KPIs, and Roles
- Recognise how components and processes are affected by the Change Management process.
- Identify KPIs that organisations use to measure change.
- Match Change Management roles with responsibilities.
- Service Asset and Configuration Management
- Recognise the functions of the Configuration Management System (CMS).
- Recognise the responsibilities of Service Asset and Configuration Management roles.
- Release and Deployment Management
- Recognise how to determine release-unit levels, which deployment option to choose, and what model to use to build and deploy the release.
- Match Release and Deployment roles with given examples.
- The Service V-Model
- Identify the features of the Service V-Model.
- Knowledge Management
- Identify the components of the DIKW structure.
- Identify the relationship between the SKMS, CMDB, and CMS.
- Identify Knowledge Management tools.
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Additional Information for Stage 2:
- ITIL V3 - Service Design Processes
- Introduction to Service Level Management
- Recognise the basic concepts of Service Level Management.
- Identify the scope of the Service Level Management process.
- Identify the objectives of Service Level Management.
- Service Level Management Process Activities
- Recognise how to conduct the activities involved in the negotiating phase of the SLM process.
- Recognise how to conduct the activities in the monitoring and reporting phases of the SLM process.
- Recognise the activities in the reviewing phase of the SLM process.
- Effective Service Level Management
- Recognise the KPIs to judge the effectiveness of Service Level Management activities.
- Recognise examples illustrating the challenges to effective Service Level Management.
- Service Catalog and Availability Management
- RecogniSe the characteristics of the Service Catalog.
- Recognise which Availability Management formula to use in given scenarios.
- Recognise the responsibilities of the Service Catalog manager and the availability manager.
- Capacity Management and Supplier Management
- Recognise the focus of Capacity Management subprocesses.
- Recognise the components of the Supplier and Contracts Database.
- Recognise the responsibilities of the capacity manager and the supplier manager.
- Information Security Management and ITSCM
- Recognise the components of the ISM and the objectives of the ISMS elements.
- Sequence the stages of ITSCM Lifecycle.
- Recognise the responsibilities of the security manager and the IT service continuity manager.
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Additional Information for Stage 3:
- ITIL V3 - Service Design Fundamentals
- Aspects of Service Design
- Identify the five aspects of Service Design.
- Recognise how to ensure that Service Design scope is aligned with business needs.
- Design Service Solutions and Service Portfolio
- Identify considerations when designing a service solution.
- Identify the options of status within the Service Portfolio.
- Design Technology Architectures
- Match roles in the Enterprise Architecture with their functions.
- Recognise the areas to consider when designing a management architecture that integrates IT needs with business needs.
- Design Processes
- Identify the features of process design.
- Design Measurement Systems and Metrics
- Recognise scenarios that illustrate metric tree benefits.
- Service Delivery Strategies
- Recognise which service delivery strategy to use in a given scenario.
- Match delivery strategies with descriptions.
- Service Design Tools
- Identify how the use of tools facilitates the Service Design process.
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Additional Information for Stage 4:
- ITIL V3 - Service Operation Principles and Functions
- Achieve Balance in Service Operation
- Differentiate between examples of the conflicts that Service Operation aims to balance.
- Identify the key conflicts that Service Operation must balance.
- The Role of Communication in Service Operation
- Identify the best practice principles for effective communication in Service Operation.
- Identify strategies for facilitating successful meetings.
- Service Desk Roles and Objectives
- Determine which service desk structures to use in given examples.
- Service Desk Staffing and Metrics
- Recognise examples of the factors to consider when determining staffing.
- Recognise how to measure the effectiveness of the service desk.
- Other Service Operation Functions
- Recognise the dual role of Technical Management.
- Recognise how IT Operations Management achieves balance between its dual roles.
- Identify the four roles of Application Management.
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Additional Information for Stage 5:
- ITIL V3 - Service Strategy Fundamentals
- Create Value with Assets and Services
- Recognise how organisations use assets to create and add value.
- Automate Service Processes
- Recognise how to implement service automation guidelines.
- Identify the advantages of service automation.
- Define the Market
- Recognise examples of defining the market activities.
- Develop Offerings
- Recognise how identifying the market space helps when developing offerings.
- Recognise how to determine if there is value in a service.
- Identify how the Service Portfolio assists in developing offerings.
- Develop Strategic Assets
- Identify reasons why organisations should develop Service Management as a strategic asset.
- Recognise how an organisation develops Service Management as a strategic asset in a given example.
- Prepare for Execution I
- Recognise examples of the first five steps in preparing for execution.
- Prepare for Execution II
- Recognise examples of steps six to ten in preparing for execution.
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Additional Information for Stage 6:
- ITIL V3 - ITIL and the Service Lifecycle
- Basics of Service and Service Management
- Identify how a service can provide value.
- Identify the features of services.
- Identify the features of Service Management.
- The ITIL Service Lifecycle
- Match each ITIL volume with a description of what it provides.
- Recognise the goals and objectives of each Lifecycle phase.
- Scope and Value of Lifecycle Phases
- Recognise the scope of each Service Lifecycle phase.
- Recognise the value of each Service Lifecycle phase.
- Lifecycle Roles, Functions, and Processes
- Recognise definitions of functions, roles, and processes.
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Additional Information for Stage 7:
- ITIL V3 - Continual Service Improvement Fundamentals
- Measuring Services for CSI
- Identify the metrics organizations gather to support CSI activities
- The 7-Step Improvement Process
- Sequence examples that illustrate the steps in the 7-step improvement process.
- Service Level Management
- Identify the role of SLAs and SIPs in Service Level Management.
- CSI Supporting Roles
- Match process owner, service owner, service manager, and CSI manager with responsibilities.
- Identify the roles involved in the 7-step improvement process.
- Using Models for CSI
- Recognise how to implement the Deming cycle in CSI in a given example.
- Sequence the steps in the CSI model.
- Identify the characteristics of the RACI authority matrix
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Additional Information for Stage 8:
- ITIL V3 - Service Strategy Processes
- Service Portfolio Management
- Sequence examples of the Service Portfolio Management process.
- Demand Management
- Identify the role of Pattern of Business Activity (PBA) and User Profile (UP) in Demand Management.
- Distinguish between SLPs and CSPs.
- Financial Management
- Recognise the characteristics of Financial Management concepts.
- Recognise examples of Financial Management key inputs.
- Recognise examples of Financial Management key outputs.
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Additional Information for Stage 9:
- ITIL V3 - Service Operation Processes
- Introduction to Incident Management
- Recognise how to measure, and how to identify the challenges to, effective Incident Management.
- Match Incident Management roles with responsibilities.
- Incident Management Process Activities
- Sequence examples of the steps in the Incident Management process.
- Event Management and Access Management
- Recognise examples of event types Identify the terms pertaining to Access Management.
- Match Event Management and Access Management roles with their responsibilities.
- Request Fulfillment and Problem Management
- Identify Request Fulfillment roles and responsibilities.
- Recognise how to handle problems using the Known Error Database.
- Match the Problem Management roles with responsibilities.
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ITIL Infrastructure Library V3 ITIL Foundation Syllabus v4.2
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