ITIL® Foundation Course Overview

ITIL® 2011 FOUNDATION COURSE
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ITIL®is aregistered trade mark of AXELOSLimited
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TheITIL®Approved Examination Organization logo is atrade mark of AXELOSLimited
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Professionals
Trained
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acrossglobe
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Management
Certification courses

ITIL®QUALIFICATION SCHEME
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ITIL®FOUNDATION EXAM FORMAT
Foundation Certificate in IT Service Management
Simple multiple choice examination – 40 Questions -
Closed Book
Duration 60 minutes (Extra 15 mins if exam is not in
native language)
65% required to be certified (26 out 40)
Pre-requisite for all further ITIL® qualifications
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ITIL®2011 FOUNDATION COURSEOBJECTIVES
 At the end of the course, you should be able to:
 Service management as a practice
 The ITIL® service lifecycle
 Generic concepts and definitions
 Key principles and models
 Processes
 Functions
 Selected roles
 Technology and architecture
 Competence and training
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ITIL® KEY CONCEPTS &
SERVICE MANAGEMENT AS PRACTICE
Module 1

1. ITIL® KEYCONCEPTS
 Increasing Complex of IT services
 External Dependencies and Influences
 Need for higher visibility fo IT service failure
 Manage Changes with minium impact on existing Services
 Higher Customer expectations
WHY DO WE NEED IT SERVICE MANAGEMENT?
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*Italic font material in this document hasbeen sourced from ITIL®2011corepublications.
No part of this document may be reproduced in any form without the written permission of both Excelr and
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 ITIL® is the most widely adopted approach for IT Service
Management in the world. It provides a practical, no-nonsense
framework for identifying, planning, delivering and supporting IT
services to the business.
 Adopting ITIL® can offer users a huge range of benefits that include:
 Improved IT services
 Reduced costs
 Improved customer satisfaction through a more professional approach to
service delivery
 Improved productivity
 Improved use of skills and experience
 Improved delivery of third party service.
WHAT IS ITIL®?
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The key characteristics of ITIL® that contribute to its global success
 Best practice: ITIL® represents the learning experiences and
thought leadership of the world’s best-in-class service providers
 Vendor-neutral: ITIL® service management practices are
applicable in any IT organization because they are not based on any
particular technology platform or industry type.
 Non-prescriptive: ITIL® offers robust, mature and time-tested
practices that have applicability to all types of service organization
WHY ITIL® IS SO SUCCESSFUL?
9

 Deliver value for customers through services.
 Integrate the strategy for services with business strategyand
customers needs
 Measure, monitor and optimise IT services and service provider
performance
 Manage the IT investment and budget
 Manage risk
 Manage knowledge
 Reduces cost and Optimize services
 Change organization culture across the enterprise
 Improve relationship with customers
WHY ITIL® IS SO SUCCESSFUL?
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 Best Practice
Proven activities or processes that have been successfully
used by multiple organizations
 Sources of Best Practice
 Public frameworks
 Standards
 Proprietary knowledge of organizations and individuals
BEST PRACTICE
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BEST PRACTICE
Academicresearch
12
Industrypractices
Standards
Internalexperience
Training andeducation
Sources
(generate)
Suppliers
Customers
Employees
Technologies
Advisers
Enablers
(aggregate)
Drivers
(filter)
Scenarios
(filter)
Substitutes
Regulators
Customers
Commitments
Compliance
Competition
Knowledge fit for business
Objectives,context andpurpose

 Proprietary Frameworks
 Difficult to adopt, adapt or transfer
 Customized for local context and the specific needs of thebusiness
 Difficult to Document
 Not for freee, owners expect to be rewarded for theirinvestments
 Public Frameworks
 Validated across various organisations, cultures , environment and contexts
 Public training and certification enabling labor marketskills
 Widely distributed among a large community ofprofessionals
PROPREITARY AND PUBLIC FRAMEWORKS
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 1980 – Office of Government Commerce initiated collection
and adoption of best practices
 1989 – First official version published
 2002 – Version 2 published
 Service Support, Service Delivery & Service Desk
 2007 – Version 2007 was released
 Major revision with service lifecycle approach
 2011 – Improved consistency across core publications
ITIL® EVOLUTION
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ITIL® SERVICE LIFECYCLE - OVERVIEW
Continual
service
improvement
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Service
transition
Service
strategy
Service
Operation
Service
design

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ITIL® Foundation Course Overview

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