Learning Objectives
Knowledge and Understanding of the following
- Service management as a practice
- The ITIL service lifecycle
- Generic concepts and definitions
- Key principles and models
- Selected processes
- Selected functions
- Selected roles
- Technology and architecture
- Competency and training
Service management as a practice
Define the concept of a service, and to comprehend and explain the concept of service management as a practice.
- Describe the concept of best practices in the public domain
- Describe and explain the concept of a service
- Define and explain the concept of internal and external customers
- Define and explain the concept of internal and external services
- Define and explain the concept of IT service management
- Define and explain the concept of stakeholder in service management
- Define process and functions
- Explain the process model and the characteristics of processes
The ITIL service lifecycle
Understand the value of the ITIL service lifecycle, how the processes integrate with each other, throughout the lifecycle, explain the objectives, scope and business value for each phase in the lifecycle.
- Describe the structure of the ITIL service lifecycle
- Account for the purpose, objectives and scope of the service strategy
- Explain what value service strategy provides to the business
- Account for the purpose, objectives and scope of service design
- Explain what value service design provides to the business
- Account for the purpose, objectives and scope of service transition
- Explain what value service transition provides to the business
- Account for the purpose, objectives and scope of service operation
- Explain what value service operation provides to the business
- Account for the purpose, objectives and scope of continual service improvement
- Explain what value continual service improvement provides to the business
Generic concepts and definitions
Define key terminology and explain the key concepts of service management.
- Utility and warranty
- Assets, resources and capabilities
- Service portfolio
- Service catalog (two and three view types)
- Governance
- Business cases
- Risk management
- Service provider
- Supplier
- Service level agreement
- Operational level agreement
- Underpinning contract
- Service design package
- Availability
- Service knowledge management system (SKMS)
- Configuration item (CI)
- Configuration management system (CMS)
- Definitive media library (DML)
- Change
- Change Type (standard, emergency and normaal)
- Event
- Alert
- Incident
- Impact, Urgency, & Priority
- Servcie request
- problem
- workaround
- known error
- known error database (KEDB)
- Role of communication in service operation
- Release policy
- Types of services
- Change proposals
- CSI register
- Outcomes
- Patterns of business activity (PBA)
- Customers and users
- Deming Cycle (plan, do, check, act)
Key principles and models
Understand models of service management and it’s opposing forces within service management.
Service stragegy
- Value creation through services
Service design
- 4 p’s of service management (people, process, product & partners)
- 5 aspects of service design
- 1. Service solutions for new or changed service
- 2. Management information system and tools
- 3. Technology architectures and management architectures
- 4. Processes required
- 5. Measurement methods and metrics
Continual service improvement
- Continual service improvement explination
- Role of measurement for continual service improement and explain the following:
- Relationship between critical success factors (CSF) and key performance indicators (KPI)
- Baselines
- Types of metrics (technology metrics, process metrics, service metrics)
Processes
How service management processes contribute to the service lifecycle. Explain the purpose, objective, scope, basic concepts, activities and interfaces of the
- 4 core processes
- 18 remaining processes
Service strategy
- Service portfolio management
- Financial management for IT services
- Business relationship management
Service design
Purpose objectives, scope, basic concepts, process activities and interfaces fo:
- Service level management (SLM)
- Service-based SLA
- Multi-level SLA
- Service level requirements
- SLA Monitoring
- Service Review
- Service improvement plan
- Relationship between SLM and BRM
- Service catalog management
- Availability Management
- Service availability
- Component availability
- Reliability
- Maintainability
- Serviceability
- Vital business functions (VBF)
- Information security management
- Information security policy
- Supplier management
- Supplier categories
- 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
Service transition
Identify purpose, objectives, scope, basic concepts, process activities and interfaces
- Change management
- Types of change management
- Change models
- Remediation planning
- Change advisory board/ emergency change advisory board
- Lifecycle of a normal change
- Release and deployment management
- 4 phase of release and deployment
- Knowledge management
- Data-to-information-toknowledge-to-wisdom (DIKW &SKMS)
- Service asset and configuration management (SACM)
- Transition planning and support
Service operation
Identify purpose, objectives, scope, basic concepts, process activities and interfaces
- Incident management
- Problem management
- Event management
- Request fulfillment
Continual service improvement
- Seven steps of the improvement process
Functions
Explain roles, objectives and organizational structures of the service desk function
- Explain role, objectives and organizational structures for:
- Service desk
- Technical management function
- Application management function
- IT operations management function
Roles
- Process owner
- Process manager
- Process practitioner
- Service owner
- Responsible, accountable, consulted, informed (RACI) & organizational structure
Technology and architecture
- Service automation & expediting service management
Competency and training
- Service Management competence and skills
- Framework
- Training
ITIL Exam Format
- Multiple choice 40 question test. The questions are selected from a full ITIL foundation certificate in the large question bank
- Testers are allowed 60 minutes to answer the questions in their respective languages
- If completing the exam in a language not your native tongue, an additional 15 minutes are allowed to complete the exam as well as a dictionary
- The exam must be taken from an accredited testing center
- The exam must be supervised
- The exam is closed book
- A passing score of 26/40 (65%) is needed
- The exam can be taken online or in paper format