ITIL Foundation Training + Exam

Tarih: 25-27 Ocak 2012

Eğitim Saatleri: 09:30-18:00

Adres: EDUCORE EĞİTİM MERKEZİ, Karakolhane Cad. Duatepe Sk. No:38/2 Kadıköy İstanbul

Course Overview

The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management.

The ITIL Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for Service Management without further guidance.

The target group of the ITIL Foundation certificate in IT Service Management is drawn from:

• 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 organization. • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.

This may include but is not limited to, IT professionals, business managers and business process owners.

Learning Objectives

Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

• Service management as a practice (comprehension)

• The ITIL service lifecycle (comprehension)

• Generic concepts and definitions (awareness)

• Key principles and models (comprehension)

• Selected processes (awareness)

• Selected functions (awareness)

• Selected roles (awareness)

• Technology and architecture (awareness)

• Competence and training (awareness)

Course Content

Unit 1 Service Management as a Practice

Unit 2 The Service Lifecycle

Unit 3 Generic Concepts and Definitions

Unit 4 Key Principles and Models

Unit 5 Processes

Unit 6 Functions

Unit 7 Roles

Unit 8 Technology and Architecture

Unit 9 ITIL Qualification Scheme

Unit 10 Mock Exam

Unit 1: Service Management as a Practice

The purpose of this unit is to help the candidate to define Service and to comprehend and explain the concept of Service Management as a practice. Specifically, candidates must be able to: 01-1. Describe the concept of Good Practice 01-2. Define and explain the concept of a Service 01-3. Define and explain the concept of Service Management 01-4. Define Functions and Processes 01-5. Explain the process model and the characteristics of processes

Unit 2 The Service Lifecycle

The purpose of this unit is to help the candidate to understand the value of the Service Lifecycle, how the processes integrate with each other, throughout the Lifecycle and explain the objectives and business value for each phase in the Lifecycle Specifically, candidates must be able to: 02-2. Describe the structure, scope, components and interfaces of the Service Lifecycle 02-3. Account for the main goals and objectives of Service Strategy 02-4. Account for the main goals and objectives of Service Design 02-5. Briefly explain what value Service Design provides to the business 02-6. Account for the main goals and objectives of Service Transition 02-7. Briefly explain what value Service Transition provides to the business 02-8. Account for the main goals and objectives of Service Operations 02-9. Briefly explain what value Service Operation provides to the business 02-10. Account for the main goals and objectives of Continual Service Improvement

Unit 3: Generic Concepts and Definitions

The purpose of this unit is to help the candidate to define some of the key terminology and explain the key concepts of Service Management. Specifically, candidates must be able to define and explain the following key concepts:

03-1. Utility and Warranty 03-2. Resources, Capabilities and Assets 03-3. Service Portfolio 03-4. Service Catalogue (Business Service Catalogue and Technical Service Catalogue) 03-5. The role of IT Governance across the Service Lifecycle 03-6. Business Case 03-7. Risk 03-9. Service Provider (the candidate is not expected to know the detail of each of the three types of Service Providers) 03-10. Supplier 03-11. Service Level Agreement (SLA) 03-12. Operational Level Agreement (OLA) 03-13. Contract 03-14. Service Design Package (SD Appendix A) 03-15. Availability 03-16. Service Knowledge Management System (SKMS) 03-17. Configuration Item (CI) 03-18. Configuration Management System 03-19. Definitive Media Library (DML) 03-20. Service Change 03-21. Change Types (Normal, Standard and Emergency) 03-22. Release Unit 03-23. Concept of Seven R’s of Change Management 03-24. Event 03-25. Alert (SO Glossary) 03-26. Incident 03-27. Impact, Urgency and Priority 03-28. Service Request

03-29. Problem 03-30. Workaround 03-31. Known Error 03-32. Known Error Data Base (KEDB) 03-33. The role of communication in Service Operation 03-34. Service Assets 03-35. Release policy

Unit 4: Key Principles and Models

The purpose of this unit is 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. Specifically, candidates must be able to:

Service Strategy 04-2. Describe basics of Value Creation through Services Service Design 04-3. Understand the importance of People, Processes, Products and Partners for Service Management 04-4. Understand the five major aspects of Service Design • Service Portfolio Design • Identification of Business Requirements, definition of Service Requirements and Design of Services • Technology and architectural design • Process design • Measurement design Continual Service Improvement 04-8. Explain the Plan, Do, Check and Act (PDCA) Model to control and manage Quality 04-9. Explain the Continual Service Improvement Model 04-10. Understand the role of measurement for Continual Service Improvement and explain the following key elements: • The role of KPIs in the Improvement Process • Baselines

• Types of metrics(technology metrics, process metrics, service metrics)

Unit 5: Processes

The purpose of this unit is to help the candidate understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities and challenges for five of the core processes, and to state the objectives and some of the basic concepts for thirteen of the remaining processes including how they relate to each other.

The list of activities to be included from each process is the minimum required and should not be taken as an exhaustive list. Specifically, candidates must be able to:

Service Strategy State the objectives and basic concepts for: 05-21. Demand Management The following list must be covered: • Challenges in managing demand for Services • Activity-based Demand Management (Patterns of business activity • Business activity patterns and user profiles 05-22. Financial Management • Business case

Service Design Explain the high level objectives, basic concepts, process activities and relationships for: 05-31. Service Level Management (SLM)

The following list must be covered: • Service-based SLA • Multi-level SLAs • Service level requirements (SLRs) • SLAM chart • Service review • Service improvement plan (SIP)

State the objectives and basic concepts for:

05-41. Service Catalogue Management 05-42. Availability Management • Service availability • Component availability • Reliability • Maintainability • Serviceability 05-43. Information Security Management • Security framework • Information security policy • Information security management system 05-44. Supplier Management • Supplier Contract Database 05-45. Capacity Management • Capacity plan • Business capacity management • Service capacity management • Component capacity management 05-46. IT Service Continuity Management • Business Continuity Plans • Business Continuity Management • Business Impact Analysis • Risk Analysis

Service Transition Explain the high level objectives, basic concepts, process activities and relationships for: 05-51. Change Management • Types of change request • Change process models and workflows • Standard change • Remediation Planning • Change Advisory Board / Emergency Change Advisory Board

05-52. Service Asset and Configuration Management to include: • The Configuration Model • Configuration items • Configuration Management System (CMS) • Definitive Media Library • Configuration baseline State the objectives and basic concepts for: 05-61. Release and Deployment Management 05-62. Knowledge Management • DIKW & SKMS

Service Operation Explain the high level objectives, basic concepts, process activities and relationships for: 05-71. Incident Management 05-72. Problem Management, not PM techniques State the objectives and basic concepts for: 05-81. Event Management 05-82. Request Fulfilments 05-83. Access Management

Unit 6: Functions

The purpose of this unit is to help the candidate to explain the role, objectives and organizational structures of the Service Desk function, and to state the role, objectives and overlap of three other functions. Specifically, candidates must be able to:

06-1. Explain the role, objectives and organizational structures for • The Service Desk function 06-2. State the role, objectives and organizational overlap of: • The Technical Management function • The Application Management function • The IT Operations Management function (IT Operations Control and Facilities Management)

Unit 7: Roles

The purpose of this unit is to help the candidate to account for and to be aware of the responsibilities of some of the key roles in Service Management. Specifically, candidates must be able to: 07-1. Account for the role and the responsibilities of the • Process owner • Service owner 07-2. Recognize the RACI model and explain its role in determining organizational structure.

Unit 8: Technology and Architecture

The purpose of this unit is to help the candidate to 08-2. Understand how Service Automation assists with integrating Service Management processes

Unit 9: ITIL Qualification Scheme The purpose of this unit is to help the candidate to 09-1. Explain the ITIL Qualification scheme, distinguish between the purposes of the two intermediate streams, mention the included certificates, ITIL Expert and ITIL Master, and understand the different options for further training.

Mock Exam The purpose of this unit is to help the candidate to pass the ITIL Foundation exam. Specifically, candidates must: 10-1. Sit minimum one ITIL Foundation mock exam.

Course Duration & Exam Three (3) days – includes lecture, exam preparation and exam. Exam Duration: 60 minutes. Exam Language: English Exam passing score: 28/40 or 70%

Accreditation Educore is an authorized training organization for ITIL, Management Systems and Six Sigma by PeopleCert Group. Educore is approved as Accredited Courseware Provider, Accredited Training Provider and Accredited Exam Center by People Cert Group for ITIL, ISO 27001, ISO 20000. Educore offers training programs for Auditor/Lead Auditor/Consultant/Lead Consultant certifications internationally. Educore organizes training programs and related exams in its branches in Istanbul, Ankara, Londra, California

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EDUCORE EĞİTİM MERKEZİ

Karakolhane Cad. Duatepe Sk. No:38/2 Kadıköy İstanbul Türkiye

Tel: +90 216 348 26 73  Fax: +90 216 449 24 84