Outline of ITIL Foundation Program Certification Program Training

Introduction to Service Management

• The evolution of Service Management
• Definition of Service and Service Management
• Service Management as best practice
• The importance of adopting a service and continual improvement culture and approach
• Interface to other framework and standards (i.e. ISO/IEC 20000)

The Service Lifecycle

• The purpose, objectives and scope of the five ITIL® service lifecycle stages
• Objectives and business value
• The main components (the new books) within the 5 stages in the lifecycle:
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Generic concepts and definitions

The course will clarify and explain some of the key terminology and key concepts of Service Management. Specifically, the following key concepts:

• Utility and warranty
• Assets, resources and capabilities
• Service portfolio
• Service catalogue (both two-view and three-view types)
• Governance
• Business case
• Risk management
• Service provider
• Supplier
• Service level agreement (SLA)
• Operational level agreement (OLA)
• Underpinning contract (UC)
• Service design package
• Availability
• Service knowledge management system (SKMS)
• Configuration item (CI) and Configuration management system
• Definitive media library (DML)
• Change and Change types (standard, emergency and normal); Change proposals
• Event
• Alert
• Incident
• Impact, urgency and priority
• Service request
• Problem
• Workaround
• Known error and Known error database (KEDB)
• The role of communication in service operation
• Release policy
• Types of services
• CSI register
• Outcomes
• Patterns of business activity
• Customers and users
• The Deming Cycle (plan, do, check, act)

Key principles and models

• Service strategy
  • Value creation through services
• Service design
• Understand the importance of people, processes, products and partners for Service Management
• Understand the five major aspects of service design
• Service solutions for new or changed services
• Management information systems and tools
• Technology architectures and management architecture
• The processes required
• Measurement methods and metrics

Phases and Processes: Service Strategy

• Purpose, objectives, scope, basic concepts, process activities and interfaces for:
  • Service portfolio management
  • The service portfolio
• Financial management for IT services
  • Business case
• Business relationship management

Phases and Processes: Service Design

• Purpose, objectives, scope, basic concepts, process activities and interfaces for:
• Service level management (SLM)
• Service-based SLA
• Multi-level SLAs
• Service level requirements (SLRs)
• SLA monitoring (SLAM) chart
• Service review
• Service improvement plan (SIP)
• The relationship between SLM and BRM
• Service catalogue management
• Availability management
• Service availability
• Component availability
• Reliability
• Maintainability
• Serviceability
• Vital business functions (VBF)
• Information security management (ISM)
• Capacity management
• Capacity plan
• Business capacity management
• Service capacity management
• Component capacity management
• IT service continuity management
• Purpose of business impact analysis (BIA)
• Risk assessment
• Design coordination
• Information security policy
• Supplier management
• Supplier categories

Phases and Processes: Service Transition

• Purpose, objectives, scope, basic concepts, process activities and interfaces for:
• Change management
  • Types of change request
  • Change models
  • Remediation planning
  • Change advisory board / emergency change advisory board
  • Lifecycle of a normal change
• Release and deployment management
  • Four phases of release and deployment
• Knowledge management
  • Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
• Service asset and configuration management
• Transition planning and support

Phases and Processes: Service Operation

• Purpose, objectives, scope, basic concepts, process activities and interfaces for:
• Incident management
• Problem management
• Event management
• Request fulfillment
• Access management
• Continual service improvement
  • The seven-step improvement process

Phases and Processes: Continual Service Improvement

• Continual service improvement approach
• Understand the role of measurement for continual service improvement and explain the following key elements:
  • Relationship between critical success factors (CSF) and key performance indicators (KPI)
  • Baselines
  • Types of metrics (technology metrics, process metrics, service metrics)

Phases and Processes: Functions

• The service desk function
• The technical management function
• The application management function with application development
• The IT operations management function

Phases and Processes: Roles

• Process owner
• Process manager
• Process practitioner
• Service owner
• RACI Model

Phases and Processes: Technology and Architecture

• Service automation assists and integrating Service Management processes