ITIL V3 foundation course content.pdf

ITIL V3 foundation course content.pdf

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THE ITIL® FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT

Cognex Technology is Chennai's IT Training, IT services & Network security projects Company, offering a wide array of solutions customized for a range of key verticals and horizontals in the IT industry. 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. 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) Service Lifecycle (Comprehension) Key Principles and Models (Comprehension) Generic Concepts (Awareness) Selected Processes (Awareness) Selected Roles (Awareness) Selected Functions (Awareness) Technology and Architecture (Awareness) ITIL Qualification scheme (Awareness)

Target Group 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 program. This may include but is not limited to, IT professionals, business managers and business process owners. Syllabus The syllabus will guide the design, development and use of training materials as well as training aimed at raising individual’s understanding of, and competence in, IT Service Management as de scribed in the ITIL® Service Strategy, ITIL® Service Design, ITIL® Service Transition, ITIL® Service Operation, ITIL® Continual Service Improvement, ITIL® Introduction and ITIL® Glossary publications. The syllabus has been designed with ease of reference, extensibility and ease of maintenance in mind. Candidates for the ITIL® Foundation certificate in IT Service Management have to complete all units and successfully pass the corresponding examination to achieve certification.

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Unit ITIL FND01

Content 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. • • • • • •

ITIL FND02

Concept of Good Practice Concept of a Service Concept of Service Management Distinguish between Functions, Roles and Processes Explain the process model Characteristics of processes

The Service Lifecycle The purpose of this unit is to help the candidate to understand the Service Lifecycle and explain the objectives and business value for each phase in the Lifecycle. Brief of Service Lifecycle The structure, scope, components and interfaces of the ITIL® Library Goals and objectives of Service Strategy Value of Service Strategy provided to the business. Goals and objectives of Service Design Value of Service Design provided to the business. Goals and objectives of Service Transition Value Service Transition provides to the business Goals and objectives of Service Operations Value Service Operation provides to the business Goals and objectives of Continual Service Improvement Value Continual Service Improvement provides to the business. Difference between V2 & V3

Key Principles, process and Models The purpose of this unit is to help the candidate to comprehend and account fo