ITIL® Foundation and Practitioner

ITIL Foundation Curriculum

1. Incident Management

• Definition of an incident
• Description of Incident Control

2. Problem Management

• Definition of a problem and known error
• Proactive problem management

3. Service Asset and Configuration Management

• Defining a configuration item and the configuration management database
• Impact of Configuration Management on other IT processes

4. Change Management

• Definition of a change and request for change (RFC)
• Description of change models and change procedures;
• Role of the change advisory board (CAB) and ECAB (for handling emergency changes)

5. Release and Deployment Management

• Scope and concepts
• Definition of deployment management library (DML)
• Definitive deployment spares or asset store (DSS)escription of planning, testing and implementing

6. Service Level Management

• Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs)

7. Financial Management for IT Services

• Reviews of budgeting, charging and IT accounting
• Analysis of running costs and charging policies

8. Availability Management

• Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting

9. Capacity Management

• Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan

10. IT Service Continuity Management

• Review of Business Continuity, Business Impact Analysis, Risk Analysis and Risk Management
• Looking at the various different recovery options available and their appropriateness for the different levels of criticality of services

11. Service Management as a practice

• Definition of a Service and Service Management as a practice
• Describe the concept of Good Practice
• Define and distinguish between Functions, Roles and Processes
• The process model
• List the characteristics of processes

12. Service Desk

• Review of the Service Desk function, the metrics employed, the structures of desk to be considered and the role the Service Desk plays in Incident Management

13. The Service Lifecycle

• Understand the Service Lifecycle
• Describe the structure, scope, components and interfaces of the ITIL Library
• Account for the main goals and objectives and value to the business of each phase in the Lifecycle for Service Strategy, Service Transition, Service Design Service
• Operation and Continual Service Improvement

14. Generic concepts and definitions

• Define some of the key terminology and explain the key concepts of Service Management

15. Key Principles and Models

• Comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management

16. Processes

• Understand how the Service Management processes contribute to the Service Lifecycle
• Explain the high level objectives, scope, basic concepts, activities, key metrics (KPI's), roles and challenges for five of the core processes
• State the objectives, some of the basic concepts and roles for fifteen of the remaining processes

17. Functions

• Explain the role, objectives, organisational structures, staffing and metrics of the Service Desk function
• State the role, objectives and overlap of three other functions

18. Roles

• To be aware of the responsibilities of some of the key roles in Service Management
• To recognise a number of the remaining roles described in other Learning Units

19. Technology and Architecture

• List some generic requirements for an integrated set of Service Management Technology
• Understand how Service Automation assists with integrating Service Management processes

ITIL Practitioner Curriculum

1. Introduction

2. Concepts and definitions

• Apply the concept of adopt and adapt when using ITIL guidance in a given context
• Analyse the importance of each element of the definition of a service when planning and implementing service improvements:
• Customer
• Value
• Outcome
• Cost
• Risk

3. ITSM guiding principles

• Apply the ITSM guiding principles in a given context when planning and implementing service improvements:
• Focus on value
• Design for experience
• Start where you are
• Work holistically
• Progress iteratively
• Observe directly
• Be transparent
• Collaborate
• Keep it simple

4. CSI approach

• Describe the purpose and main outputs of each step of the CSI Approach
• Use the CSI Approach tools and techniques successfully in a given specific context:
• Orientation Worksheet
• Benefits Realisation Review Template
• CSI register
• Apply the CSI approach to a given context, including a holistic view of the guiding principles and how the three critical competencies contribute to an improvement (Communication, Metrics & Measurement, OCM)

5. Critical competency - Using metrics and measurement Define critical success factors (CSFs) using a relevant hierarchical approach:

• Define critical success factors (CSFs) using a relevant hierarchical approach:
• ITIL Vision to measurement
• Balanced scorecard
• Organisation cascade
• Determine key performance indicators (KPIs) to underpin a critical success factor
• Analyse CSFs and KPIs in a given context to ensure that they are balanced between the four categories:
• Technology, process, service
• Progress compliance, effectiveness, efficiency
• Leading, trailing
• Inside-out, outside-in
• Define a current state assessment in a given context:
• Purpose
• Scope
• Assessment criteria
• Required outputs
• Available resources and skills
• Design a report in a given context
• Apply knowledge of metrics and measurement when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

6. Critical competency - Communicating effectively

• Explain the nature, value, importance and benefits of good communication
• Explain communication principles:
• Communication is a two way process
• We're communicating all the time
• Timing and frequency matter
• There is no single correct method
• The message is in the medium
• Explain the purpose and value of communication tools and techniques:
• Workshop and meeting action plan
• Meeting notes template
• Use relevant communication tools and techniques to support improvement in a given context
• Stakeholder communication plan
• Business case
• Apply knowledge of communications when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

7. Critical competency - Using organisation change management techniques

• Explain the role and impact of OCM in successful improvement
• Describe the purpose and value of OCM activities:
• Create a sense of urgency
• Manage stakeholders
• Manage sponsors
• Analyse training needs
• Manage resistance to change
• Use reinforcement to embed the change
• Use relevant OCM tools and techniques to support improvement in a given context:
• Sponsor diagram
• Stakeholder analysis worksheet
• Stakeholder map
• RACI model authority matrix
• Apply knowledge of OCM when planning and implementing improvements, particularly in the context of the CSI approach and/or the guiding principles

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