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ITIL® Foundation for IT Service Management (ITILF)

Course Description Schedule Course Outline

Detailed Course Outline

Module 1: ITIL Foundation Introduction

  • ITIL foundation training
  • ITIL qualification scheme
  • Exercise — the Arora family

Module 2: Service Management as a Practice

  • Best practices in the public domain
  • ITIL as a good practice
  • Concept of service
  • Concept of service management
  • Processes and functions
  • The RACI model
  • Roles and responsibilities
  • Exercise — the lost laundry

Module 3: Service Lifecycle

  • The service lifecycle basic concepts:
    • Strategy
    • Service design
    • Transition
    • Operation
    • CSI
  • Exercise — the new swimming pool

Module 4: Service Strategy

  • Basic concepts of service strategy
  • Principles and models of service strategy
  • Processes of service strategy
  • Service portfolio management
  • Financial management for IT services
  • Business relationship management

Module 5: Service Design

  • Basic concept of service design
  • Principles and models of service design
  • Service solutions for new or changed services
  • Management information systems and tools
  • Technology architectures and management architectures
  • Processes required
  • Measurement methods and metrics
  • Processes of service design
  • Design coordination
  • Service level management
  • Service catalogue management
  • Availability management
  • Information security management
  • Supplier management
  • Capacity management
  • IT service continuity management
  • Exercise — crossword

Module 6: Service Transition

  • Change management
  • Service asset and configuration management
  • Release and deployment management
  • Transition planning and support
  • Knowledge management
  • Exercise — crossword

Module 7: Service Operation

  • Event management
  • Incident management
  • Request fulfilment
  • Problem management
  • Access management
  • Service operations functions
  • Service desk function
  • The technical management function
  • The application management function
  • The IT operation management function
  • Exercise — complaint handling and service recovery

Module 8: Continual Service Improvement (CSI)

  • Basic concepts of CSI
  • Principles and models of CSI
  • CSI process
  • Exercise — crossword

Module 9: Technology and Architecture

  • Service automation
  • Competence and skills for service management
  • Competence and skills framework

Module 10: Exam Preparation