ITIL Foundation Certification Course Content – Preview

According to the ‘ITIL: A Global View’1 survey published by AXELOS in 2013, 81% of CIO/CTO, CISO, IT VP, and IT director level of executives rated IT Infrastructure Library (ITIL) to be very valuable or exceedingly valuable. This finding reinforces the importance of ITIL for delivering a high quality of IT services in companies globally, and that those who know the framework will be in high demand.

ITIL comprises a set of best practices that are drawn from public and private sector organizations across the world. These offer guidance on how to provide quality IT services, and how to develop processes, capabilities and functions that support them.

The ITIL qualification system is broken down into the following levels: Foundation, Intermediate, Expert and Master. The course content for all these certifications is based on ITIL v3 2011, an updated version of ITIL 2007.

ITIL Foundation is an entry-level course that is ideal for you if you are looking to garner a basic understanding of the ITIL framework, or if you are an IT professional working with an organization where it has been implemented. There are no particular eligibility criteria for this certification course.

The ITIL Foundation certification course gives you a general awareness about the main concepts, terminology and elements of the ITIL Service Lifecycle. By understanding the ITIL Service Lifecycle, you can start identifying customer and IT service requirements, and can contribute to the monitoring and improvement of various phases of the lifecycle process.

The ITIL Foundation certification course includes the following modules:

Introduction to Service Management Lifecycle:

• Principles of Service Management

• Processes

• ITIL Service Lifecycle

Service Strategy:

• Introduction to Service Strategy

• Key Concepts of Service Strategy

• Service Strategy Process

• Demand Management

• Service Portfolio Management

• Financial Management

• Business Relationship Management

Service Design:

• Introduction to Service Design

• Key Concepts of Service Design

• Service Design Process

• Service Catalogue Management

• Service Level Management

• Supplier Management

• Capacity Management

• Availability Management

• IT Service Continuity Management

• Information Security Management

• Design Coordination

Service Transition:

• Introduction to Service Transition

• Key Principles and Models of Service Transition

• Service Transition Processes

• Transition, Planning and Support

• Change Management

• Service Asset and Configuration Management

• Release and Deployment Management

• Knowledge Management

Service Operation:

• Introduction to Service Operations

• Service Operation Processes:

• Event Management

• Incident Management

• Problem Management

• Request Fulfillment

• Access Management

• Service Operation Functions

Continual Service Improvement

• Introduction to Continual Service Improvement

• Key Principles and Models of Continual Service Improvement

By embarking upon your ITIL knowledge journey with a certification course in ITIL Foundation, you can gain valuable insights into how the framework can be used to bring down costs, add value, and improve IT services, employee productivity and customer satisfaction in the process of IT service management.