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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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