The IT Infrastructure Library (ITIL) is the recently developed and most widely accepted IT Service Management framework in the IT world today. It charts out how IT resources should be organized to enhance business value, documenting the processes, functions and roles of IT Service Management. It contains a comprehensive description of the processes involved in managing IT services.
Texsas Offers job-oriented training in ITIL Version 3 covering ITIL fundamentals to high-end service management principles.
Why Study ITIL?
ITIL qualification enhances career and personal development within the organization. An additional qualification like ITIL adds tremendous value to your resume as ITIL exposure is widely preferred by IT companies worldwide. Even companies that implement ITIL encourage its employees to take up professional ITIL training.
Why Texsas for this course?
- High standards from training from experts with hands-on industry experience
- 24/7 unlimited lab timings
- Regularly updated course material
- Soft skills training will also be provided
- Individual attention with limited batch sizes
- Weekend classes for working students
- Placement assistance till the student gets placement
- Advanced web servers to host your work
Job Opportunities in ITIL
Many large IT companies in India and across the world have implemented ITIL as it provides them with significant reduction in operational costs through optimum utilization of IT resources and improved IT services. ITIL professionals are most sought after among all leading IT companies in India and abroad.
Every year, an average of 15 ITIL students get placement in top IT companies in India.
Course Outline
The course is aimed at raising individual’s understanding of and competence in IT Service
Management as described in the ITIL® Service Strategy, ITIL® Service Design, ITIL® Service
Transition, ITIL® Service Operation, ITIL® Continual Service Improvement, ITIL® Introduction
and ITIL® Glossary publications. The syllabus has been designed with ease of reference,
extensibility and ease of maintenance in mind.
Service Management as a practice
This unit is aiming to help the candidate to define Service and to comprehend and explain the
concept of Service Management as a practice.
Specifically, candidates must be able to:
Describe the concept of Good Practice
Define and explain the concept of a Service
Define and explain the concept of Service Management
Define and distinguish between Functions, Roles and Processes
Explain the process model
List the characteristics of processes
The Service Lifecycle
This unit is aiming to help the candidate to understand the Service Lifecycle and explain the
objectives and business value for each phase in the lifecycle.
Specifically, candidates must be able to:
Explain the Service Lifecycle
Describe the structure, scope and components of the ITIL Library
Account for the main goals and objectives of Service Strategy
Explain the two elements of value: Utility and Warranty
Account for the main goals and objectives of Service Design
Explain what value Service Design provides to the business
Account for the main goals and objectives of Service Transition
Explain what value Service Transition provides to the business
Account for the main goals and objectives of Service Operations
Explain what value Service Operation provides to the business
Account for the main goals and objectives of Continual Service Improvement
Explain what value Continual Service Improvement provides to the business
Key concepts
This unit is aiming to help the candidate to define some of the key terminology and explain the
key concepts of Service Management.
Specifically, candidates must be able to:
Service Portfolio
Service Catalogue Business Service Catalogue and Technical Service Catalogue
Business Case
Risk
Service Model
Service Provider
Supplier
Service Level Agreement
Operational Level Agreement OLA
Contract
Service Design Package
Availability
Service Knowledge Management System SKMS
Configuration Item CI
Configuration Management System
Definitive Media Library DML
Service Change
Change types Normal, Standard and Emergency
Release Unit
Seven R’s of Change Management
Event
Alert
Incident
Impact, Urgency and Priority
Service Request
Problem
Workaround
Known Error
Known Error Data Base KEDB
Swim lane diagram
Service Measurement
Key Principles and Models
This unit is aiming 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
Discuss the three types of Service Providers:
Internal Service Provider Type I
Shared Services Provider Type II
External Service Provider Type III
Service Design Understand the importance of People, Processes, Products and Partners for Service
Management
Discuss the five major aspects of Service Design SD 3.6:
Service Portfolio Design
Identification of Business Requirements, definition of Service requirements and design
of Services
Technology and architectural design
Process design
Measurement design
Be able to distinguish between different sourcing approaches and options
Insourcing
Outsourcing
Co-sourcing
Partnership
Multisourcing
Business Process outsourcing
Application Service Provision
Knowledge Process Outsourcing
Service Transition
Explain the Service V model
Service Operation Summarize the following conflicting motives in Service Operation
IT Services versus Technology components
Stability versus Responsiveness
Quality of Service versus Cost of Service
Reactive versus Proactive
Explain the role of communication in Service Operation
Continual Service Improvement
Discuss the Plan, Do, Check and Act PDCA Model to control and manage quality
Explain the Continual Service Improvement Model Understand the role of measurement for
Continual Service Improvement and explain the following key elements:
Business value
Baselines
Vision, mission, goals, objectives, CSF, KPI, metrics and measurements
Types of metrics technology metrics, process metrics, service metrics
Understand the role of Governance for Continual Service Improvement
Processes This unit is aiming to help the candidate understand how the Service Management processes
contribute to the Service Lifecycle, to explain the high level objectives, scope, business value,
basic concepts, activities, interfaces, key metrics KPI’s and challenges for three of the core
processes and to state the objectives, business value, some of the basic concepts and
interfaces for ten of the remaining processes. Specifically, candidates must be able to:
Service Strategy Outline the four main activities in the Service Strategy process
Define the market
Develop the offerings
Develop strategic assets
Prepare for execution
State the objectives, business value, basic concepts and interfaces for:
Service Portfolio Management
Service Design Explain the high level objectives, scope, business value, basic concepts, process activities,
interfaces input/output, key metrics KPI’s and challenges for:
Service Level Management SLM
State the objectives, business value, basic concepts and interfaces for:
Service Catalogue Management
Availability Management,
Information Security Management ISM,
Supplier Management
Service Transition Explain the high level objectives, scope, business value, basic concepts, process activities,
interfaces, key metrics and challenges for:
Change Management
State the objectives, business value, basic concepts and interfaces for:
Service Asset and Configuration Management SACM Release and Deployment
Management
Service Operation Explain the high level objectives, scope, business value, basic concepts, process activities,
interfaces, key metrics and challenges for:
Incident Management SO 4.2
State the objectives, business value, basic concepts and interfaces for:
Event Management
Request Fulfilment
Problem Management
Continual Service Improvement Functions
Explain the high level objectives, basic concepts, process activities, interfaces, and metrics
for:
The 7 step improvement process
Functions
This unit is aiming to help the candidate to explain the role, objectives, organizational
structures, staffing and metrics of the Service Desk function and to state the role, objectives
and overlap of three other functions.
Specifically, candidates must be able to:
Explain the role, objectives, organizational structures, staffing and metrics of:
The Service Desk function
State the role, objectives and overlap of:
The Technical Management function
The Application Management function
The IT Operations Management function IT Operations Control and Facilities
Management
Roles
This unit is aiming to help the candidate to account for the role and the responsibilities of two
of the key roles in Service Management and to recognize a number of the remaining roles.
Specifically, candidates must be able to:
Account for the role and the responsibilities of the
Process owner
Service owner
Recognise the RACI model and explain its role in determining the organization structure
Technology and Architecture
This unit is aiming to help the candidate to
List some generic requirements for an integrated set of Service Management Technology
Format of the Examination
This syllabus has an accompanying examination with must be passed for the candidate to
achieve the ITIL® Foundation Certificate in IT Service Management.
Type: Multiple choices, 40 questions
Duration: 60 minutes.
Pass Score: 65% 26 out of 40
Delivery: Online
