ITIL3 The ITIL management model 37849677 \h 5 \l “37849678” 1

Table of Contents TOC \o “1-3” \h \z \l “37849673” 1 Foundation Certificate in IT Service Management 37849673 \h 4 \l “37849674” 1.1 EXIN Exam requirements specifications 37849674 \h 4 \l “37849675” 1.1.1 The importance of IT Service Management 37849675 \h 4 \l “37849676” 1.1.2 Service Management processes 37849676 \h 4 \l “37849677” 1.1.3 The ITIL management model 37849677 \h 5 \l “37849678” 1.1.4 Basic concepts of ITIL 37849678 \h 6 \l “37849679” 2 IT Service Management 37849679 \h 7 \l “37849680” 2.1 Introduction to IT Service Management 37849680 \h 7 \l “37849681” 2.2 ITIL Service Management 37849681 \h 8 \l “37849682” 2.2.1 Business Alignment 37849682 \h 9 \l “37849683” 2.2.2 Processes 37849683 \h 9 \l “37849684” 2.2.3 Processes, Services and Functions 37849684 \h 10 \l “37849685” 3 ITIL Overview 37849685 \h 12 \l “37849686” 3.1.1 History of ITIL 37849686 \h 12 \l “37849687” 4 Implementing ITIL Service Management 37849687 \h 19 \l “37849688” 4.1 Introduction 37849688 \h 19 \l “37849689” 4.2 Cultural change 37849689 \h 19 \l “37849690” 4.3 Implementation Checklist 37849690 \h 20 \l “37849691” 4.4 Further reading 37849691 \h 20 \l “37849692” 5 ITIL Service Management Processes 37849692 \h 21 — 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 organisation Distinguish between ITIL processes and organisational 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. Basic concepts of ITIL The exam participants will also understand the following terms and concepts (note this is not a comprehensive list, simply an indication): Application Sizing

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