A pre-requisite for reading this document is that you have worked through the 12 Fact Sheets and understand the core of each ITIL Process. Foundation Certificate in IT Service Management Welcome to what may be your starting point on your education path for IT Service Management and the ITIL Framework. You are going to learn that not only does ITIL provide you an easy to understand set of IT Management processes it also gives you the option to be recognised through a variety of qualification exams. This document is provided to you as a research tool and summary of the ITIL Processes. Many questions about ITIL are answered in this document. EXIN Exams EXIN are one of the global testing bodies authorised to set and mark questions to test knowledge in the area of IT Service Management and the ITIL Framework. The large majority of people who take this Foundations course are interested in also sitting for the ITIL Foundation Certificate.
Once the ITIL Foundation certificate has been passed the participant can elect to undertake studies in a specific process area (ITIL Practitioner) or studies regarding the challenges regarding implementation and adoption of ITIL (ITIL Managers). The following sections discuss the knowledge required by those wishing to pass the initial Foundation exam.
This knowledge is gained during the ITIL Foundation course with The Art of Service. The importance of IT Service Management The candidate understands the importance of IT Service Management in the IT Infrastructure environment. The candidate is able to discuss the merits of a process driven approach to information technology service provision both: users and customers of IT Service suppliers of IT Services. Service Management processes The candidate understands Service Management processes and the inter-relationships between them. The candidate is able to: Describe the benefits of Service Management processes for an organization Distinguish between ITIL processes and organizational functions and business processes Indicate the elements that contribute towards ITIL process implementation. The ITIL management model Using the following diagram as a guide the exam candidate will be able to: Distinguish the objectives, activities and results of the various ITIL processes Provide examples of the data/information flows from one process to every other process. — Failure Reliability Vulnerability Fault Report Work-around Course Material The course trainer will typically present the course subject (ITIL IT Service Management) through slides, discussions and exercises.
The exercises are generally based on a case study. The Fact sheets give an overview per process on the goal, activities and results. This syllabus gives some more information on IT Service Management to prepare the course participant for the ITIL Foundation exam.
It provides some additional reading material, internet-links and evidence of ITSM implementations. When provided with the course material the itSMF booklet provides a summarised overview of the ITIL processes with concise descriptions and diagrams. IT Service Management Introduction to IT Service Management Most organisations now understand the benefits of having Information Technology (IT) throughout their structure.
Few realise the potential of truly aligning the IT department’s objectives with the business objectives.
However, more and more organisations are beginning to recognize IT as being a crucial delivery mechanism of services to their customers. When the IT services are so critical, steps must be in place to ensure that the IT group adds value and delivers consistently. So the starting point for IT Service Management (ITSM) and the ITIL Framework is not technology it is the organisational objectives. To meet organisational objectives, the organisation has business processes in place. Examples of business processes are sales, admin and financial departments work together in a “sales process” or logistics, customer service and freight who have a “customer returns process”. Each of the units involved in these business processes needs one or more services (eg.
CRM application, e-mail, word processing, financial tools). Each of these services runs on IT infrastructure.
IT Infrastructure includes hardware, software, procedures, policies, documentation, etc.
This IT Infrastructure has to be managed.
ITIL provides a framework for the management of IT Infrastructure. Proper management of IT Infrastructure will ensure that the services required by the business processes are available, so that the organisational objectives can be met.
Read more about ITIL Foundation : The large majority of people who take this Foundations course….: