ITILFND04 Key principles and models :

The purpose of this unit is to help the candidate to comprehend and account for the key principles and models of service management and to balance some of the opposing forces within service management. Specifically, candidates must be able to:

Service strategy
04-2. Describe value creation through services

Service design
04-3. Understand the importance of people, processes, products and partners for service management

04-4. Understand the five major aspects of service design 
• Service solutions for new or changed services
• Management information systems and tools
• Technology architectures and management architectures
• The processes required
• Measurement methods and metrics

Continual service improvement
04-9. Explain the continual service improvement approach
04-10. Understand the role of measurement for continual service improvement and explain the following key elements:
• Relationship between critical success factors (CSF) and key performance indicators (KPI)
• Baselines
• Types of metrics (technology metrics, process metrics, service metrics)

The recommended study period for this unit is minimum 1 hour and 30 minutes.

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ITILFND05 Processes :

The purpose of this unit is to help the candidate understand how the service management processes contribute to the ITIL service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes, and to state the purpose, objectives and scope for eighteen of the remaining processes.

The list of activities to be included from each process is the minimum required and should not be taken as an exhaustive list. Specifically, candidates must be able to:
Service strategy
05-2. State the purpose, objectives and scope for:
05-21 Service portfolio management
• The service portfolio
05-22 Financial management for IT services
• Business case
05-23 Business relationship management
Service design
05-3. Explain the purpose, objectives, scope, basic concepts, process
activities and interfaces for:
05-31 Service level management (SLM)

The following list must be covered:
• Service-based SLA
• Multi-level SLAs
• Service level requirements (SLRs)
• SLA monitoring (SLAM) chart
• Service review
• Service improvement plan (SIP)
• The relationship between SLM and BRM
05-4. State the purpose, objectives and scope for:

05-41 Service catalogue management
05-42 Availability management
• Service availability
• Component availability
• Reliability
• Maintainability
• Serviceability
• Vital business functions (VBF)
05-43 Information security management (ISM)
• Information security policy
05-44 Supplier management
• Supplier categories
05-45 Capacity management
• Capacity plan
• Business capacity management
• Service capacity management
• Component capacity management
05-46 IT service continuity management
• Purpose of business impact analysis (BIA)
• Risk assessment
05-47 Design coordination
Service transition
05-5. Explain the purpose, objectives, scope, basic concepts, process
activities and interfaces for:
05-51 Change management
• Types of change request
• Change models
• Remediation planning
• Change advisory board / emergency change advisory board
• Lifecycle of a normal change
05-6. State the purpose, objectives and scope for:
05-61 Release and deployment management
• Four phases of release and deployment
05-62 Knowledge management
• Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
05-63 Service asset and configuration management (SACM)
05-64 Transition planning and support
Service operation
05-7. Explain the purpose, objectives, scope, basic concepts, process
activities and interfaces for:
05-71 Incident management
05-72 Problem management , not section on problem analysis techniques
05-8. State the purpose, objectives and scope for:
05-81 Event management
05-82 Request fulfilment
05-83 Access management
Continual service improvement
05-9. State the purpose, objectives and scope for:
05-91 The seven-step improvement process

The recommended study period for this unit is minimum 10 hours and 45
minutes.

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The ITIL Foundation Certificate Detailed SYLLABUS Part 1

What is the basic concept of ITIL?
ITIL defines a lifecycle for Service Management that allows us to consider the services in a global way: rationale, design, construction, testing, deployment, upgrade, and removal. The phases of the lifecycle are the following: Strategy: Promotes the vision of Service Management as a strategic asset.

The Service Lifecycle ITIL, information technology infrastructure library

 

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What is ITIL certification?
ITIL is a global framework designed to help improve customer experience. Learn what is ITIL certification, benefits of certification and how to get certified. ITIL is a global framework of best practices for IT service management focused on reducing risk, improving customer relations, and supporting IT environments.

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The ITIL Foundation Certificate Detailed SYLLABUS Part 3