Module 1: Introduction.
Module 1 includes Service Management as a Practice, Key Roles, Competence and Training describes the concepts of Good Practice, Services, and Service Management. It also defines Processes, Functions, and the concepts of a Process Model. It includes coverage of key roles in service management and competence and training (150m; 90 for service management as a practice; 45 for key roles in service management; 15m for competence and training).
• Describe the concept of best practices in the public domain (SS 2.1.7).
• Describe and explain why ITIL is successful (SS 1.4).
• Define and explain the concepts of:
• Service (SS 2.2.1).
• Internal and external customers (SS 3.2.1.2).
• Internal and external services (SS 3.2.2.3).
• Service management (SS 2.1.2).
• IT service management (SS 2.1.3).
• Stakeholders in service management (SS 2.1.5).
• Define Functions and Processes (SS 2.2.2, 2.2.3.1).
• Explain the process model, characteristics of processes (SD 2.2.2, Fig. 2.5).
• Account for the role and the responsibilities of the:
• Process owner (SD 6.3.2).
• Process manager (SD 6.3.3).
• Process practitioner (SD 6.3.4).
• Service owner (SD 6.3.1).
• Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure (SD 3.7.4.1, tab 3.2, not RACI-VS or RASCI).
• Give an overview of:
• Competence and skills for service management (SD 6.5.1).
• Competence and skills framework (SD 6.5.2).
• Training (SD 6.5.3).
Module 2: The ITIL Service Lifecycle.
Module 2 covers the structure, scope, components, and interfaces of the Service Lifecycle and outlines the goals, objectives, and value of the five lifecycle phases (60m).
• Describe the structure of the ITIL service lifecycle (SS 1.2, Fig. 1.1).
• Account for the purpose, objectives, and scope of:
• Service Strategy (SS 1.1.1, 1.1.2).
• Service Design (SD 1.1.1, 1.1.2).
• Service Transition (ST 1.1.1, 1.1.2).
• Service Operation (SO 1.1.1, 1.1.2).
• Continual Service Improvement (CSI 1.1.1, 1.1.2).
• Briefly explain the value the lifecycle phases provide to the business:
• Service Strategy (SS 1.1.4).
• Service Design (SD 1.1.4).
• Service Transition (ST 1.1.4).
• Service Operation (SO 1.1.4).
• Continual Service Improvement (CSI 1.1.4).
Module 3: Service Strategy.
Module 3 covers Service Strategy (110m; 85m for process, generic concepts and definitions; 25m for key principles and models).
• State the purpose, objectives and scope for:
• Service Portfolio Management (SS 4.2.1, 4.2.2).
• The Service Portfolio (SS 4.2.4.1, Fig. 4.14).
• Financial Management for IT services (SS 4.3.1, 4.3.2).
• Business case (SS 3.6.1.1).
• Business Relationship Management (SS 4.5.1, 4.5.2, Tab 4.10).
• Define and explain Service Strategy generic concepts and definitions:
• 03-1. Utility and warranty (SS 2.1.6 ).
• 03-39. Outcomes (SS 2.1.1).
• 03-8. Service provider (SS 2.1.4).
• 03-41. Customers and users (SS 2.1.5).
• 03-10. Supplier (SS 2.1.5).
• 03-2. Assets, resources, capabilities (SS 2.2.1).
• 03-5. Governance (SS 2.3.1).
• 03-36. Define and explain Types of services (SS 3.2.2.4, Tab 3.5).
• 03-6. Business case (SS 3.6.1.1).
• 03-3. Service portfolio (SS 4.2.4.1, Fig. 4.14).
• 03-40. Patterns of business activity (SS 4.4.5.2).
• 03-7. Risk management (SS 5.6.5.1, 5.6.5.2).
• Define and explain Service Strategy key principles and models.
• Describe value creation through services (SS 3.2.3, 3.2.3.1, Fig 3.6, Fig. 3.7, not section on “Marketing mindsetâ€).
• Explain how service automation assists with expediting service management processes (SS 7.1).
Module 4: Service Design.
Module 4 covers Service Design (270m; 240 for process, generic concepts and definitions, technology and architecture; 30 for key principles, models).
• Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for Service level Management (SLM) (SD 4.3.1. 4.3.2, 4.3.6.4).
• Service-based SLA (SD 4.3.5.1).
• Multi-level SLAs (SD 4.3.5.1, Fig. 4.7).
• Service level requirements (SLRs) (SD 4.3.5.2).
• SLA monitoring (SLAM) chart (SD 4.3.5.5, CSI Fig. 4.4).
• Service review (SD 4.3.5.6).
• Service improvement plan (SIP) (SD 4.3.6.3).
• The relationship between SLM and BRM (SD 4.3.2.1).
• State the purpose, objectives, and scope for:
• Service Catalog Management (SD 4.2.1, 4.2.2).
• Availability Management (SD 4.4.1, 4.4.2).
• Service availability (SD 4.4.4.2).
• Component availability (SD 4.4.4.2).
• Reliability (SD 4.4.4.3).
• Maintainability (SD 4.4.4.3).
• Serviceability (SD 4.4.4.3).
• Vital business functions (VBF) (SD 4.4.4.3).
• Information Security Management (ISM) (SD 4.7.1, 4.7.2).
• Information security policy (SD 4.7.4.1).
• Supplier Management (SD 4.8.1, 4.8.2).
• Supplier categories (SD 4.8.5.3, Fig. 4.28).
• Capacity Management (SD 4.5.1, 4.5.2).
• Capacity plan (SD 4.5.6.3).
• Business capacity management (SD 4.5.4.3).
• Service capacity management (SD 4.5.4.3).
• Component capacity management (SD 4.5.4.3).
• IT Service Continuity Management (SD 4.6.1, 4.6.2).
• Purpose of business impact analysis (BIA) (SD 4.6.5.2).
• Risk assessment (SD 4.6.5.2).
• Design coordination (SD 4.1.1, 4.1.2).
• Define and explain Service Design generic concepts and definitions:
• 03-4. Service catalog (both 2 / 3-view types).
• (SD 4.2.4.5, Fig. 4.4, Fig. 4.5).
• 03-11. Service level agreement (SD 4.3.4).
• 03-12. Operational level agreement (SD 4.3.4).
• 03-13. Underpinning contract (SD 4.8.4.2).
• 03-14. Service design package (SD Appendix A).
• 03-15. Availability (SD 4.4.4.3).
• Define and explain Service Design key principles and models.
• Explain the importance of people, processes, products and partners for service management (SD 3.1.5, Fig 3.3).
• Discuss the five major aspects of Service Design (SD 3.1.1).
Module 5: Service Transition.
Module 5 covers Service Transition (150m for process and generic concepts and definitions).
• Explain the high level objectives, basic concepts, process activities and relationships for:
• Change Management (ST 4.2.1, 4.2.2, 4.2.4.6, 4.2.6.4 , 4.2.6.5).
• Types of change request (ST 4.2.4.3, Table 4.3).
• Change process models and workflows (ST 4.2.4.4).
• Standard change (ST 4.2.4.5).
• Remediation Planning (ST 4.2.5).
• Change Advisory Board / Emergency Change Advisory Board (ST 4.2.6.8).
• Service Asset and Configuration Management (SACM) (ST 4.3.1, 4.3.4, 4.3.5):
• The Configuration Model; Configuration items; Configuration Management System (CMS); Definitive Media Library; Configuration baseline.
• State the objectives and basic concepts for:
• Release and Deployment Management (ST 4.4.1, 4.4.4).
• Knowledge Management (ST 4.7 Intro, 4.7.1, 4.7.4) including DIKW & SKMS.
• Define and explain Service Transition generic concepts and definitions:
• Service knowledge management system (SKMS) (ST 4.7.4.3).
• Configuration item (CI) (ST 4.3.4.2).
• Configuration management system (ST 4.3.4.3).
• Definitive media library (DML) (ST 4.3.4.4).
• Change (ST 4.2.4.4).
• Change types (standard, emergency and normal) (ST 4.2.4.3, 4.2.4.7, 4.2.5.11).
• Release policy (ST 4.1.4.2).
• Change proposals (ST 4.2.4.6).
Module 6: Service Operation.
Module 6 covers Service Operation (200m; 140m for process and generic concepts and definitions, 60m for service management functions).
• Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
• Incident Management (SO 4.2, Fig. 4.2).
• Problem Management (SO 4.4, Fig. 4.4), not PM techniques.
• State the purpose, objectives and scope for:
• Event Management (SO 4.1 Intro, 4.1.1, 4.1.4); Request Fulfillment (SO 4.3 Intro, 4.3.1, 4.3.4); Access Management (SO 4.5 Intro, 4.5.1, 4.5.4).
• Explain the role, objectives and organizational structures for the Service Desk function (SO 6.3, 6.3.1, 6.3.2, 6.3.3, Fig. 6.2, 6.3, 6.4).
• State the role and objectives of:
• The Technical Management function (SO 6.4.1, 6.4.2).
• The Application Management function (SO 6.6.1, 6.6.2) with Application Development (SO 6.6.6.1, Tab 6.2).
• The IT Operations Management function (IT Operations Control and Facilities Management) (SO 6.5.1, 6.5.2).
• Define and explain Service Operation generic concepts and definitions:
• Event (SO 4.1 1st paragraph).
• Alert (Glossary).
• Incident (SO 4.2 1st paragraph).
• Impact, urgency and priority (SO 4.2.5.4).
• Service request (SO 4.3 1st paragraph).
• Problem (SO 4.4 1st paragraph).
• Workaround (SO 4.4.5.6).
• Known error (SO 4.4.5.7).
• Known error database (SO 4.4.7.2).
• The role of communication in service operation (SO 3.6).
Module 7: Continual Service Improvement.
Module 7 covers Continual Service Improvement (80m; 35m for process and generic concepts and definitions, 45m for key principles and models).
• State the purpose, objectives and scope for the seven-step improvement process (CSI 3.9.3.1, 4.1, 4.1.1, 4.1.2, Fig. 3.4).
• Define and explain CSI generic concepts and definitions:
• 03-38. CSI register (CSI 3.4).
• 03-42. The Deming Cycle (plan, do, check, act) (CSI 3.8, Fig. 2.8).
• Define and explain CSI key principles and models:
• Explain the CSI approach (CSI 3.1, CSI 3.1.1, Fig 3.1).
• Describe 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) (CSI 5.5.1).
• Baselines (CSI 3.9.1).
• Types of metrics (technology, process, service metrics) (CSI 5.5).
Module 8: Summary and Exam Preparation.
Module 8 summarizes the course and prepares you to take the ITIL Foundation certification examination (120m, including 60m mock exam).
Module 9: Optional Review.
This optional module is used during exam revision to review generic concepts and definitions and key principles and models covered in unit 3 and 4 (ITILFND03 and ITILFND04, respectively) of the syllabus; coverage of the concepts in these syllabus units is embedded in modules 1-7 of the course; they are reiterated here during the optional review to reinforce learning.
• Generic Concepts and Definitions in Service Management.
• Key Principles and Models of Service Management. |