ITIL:Foundation Certification (Version 3.0)

Introduction to ITIL
ITIL Basics
The Service Lifecycle

Continual Service Improvement
Basic Concepts of CSI
CSI Principles

Service Operation
Basic Concepts of Service Operation
The Event Management Process
The Incident Management Process
The Problem Management Process
The Request Fulfillment Process
The Access Management Process

Service Operation Functions
The Service Desk Function
The Technical Management Function
The IT Operations Management Function
The Application Management Function

Service Transition
Basic Concepts of Service Transition
The Change Management Process
The SACM Process
The Release and Deployment Management Process
The Knowledge Management Process

Service Design
Basic Concepts of Service Design
The Service Level Management Process
The Service Catalog Management Process
The Availability Management Process
The Capacity Management Process
The Information Security Management Process
IT Service Continuity Management
The Supplier Management Process

Service Strategy
Basic Concepts of the Service Strategy Phase
The Financial Management Process
The Service Portfolio Management Process
The Demand Management Process

Appendices
Appendix A: Exam mapping

After completing this course, students will know how to:

Describe the history and basic concepts of ITIL.
Describe the Continual Service Improvement phase of the IT Service Lifecycle.
Describe the Service Operation phase of the IT Service Lifecycle.
Describe the various functions of the Service Operation Lifecycle phase of the IT Service Lifecycle.
Describe the Service Transition phase of the IT Service Lifecycle.
Describe the Service Design phase of the IT Service Lifecycle.
Describe the Service Strategy phase of the IT Service Lifecycle.

Prerequisites

End-user level computer and networking skills are required. Some level of work
experience in IT service support or IT service delivery is highly recommended.