Cert - IT Service Management Foundation Certification (ITIL / ITSM)

ITIL Description:

IT Infrastructure Library (ITIL) was originally developed by the Central Computer & Telecommunication Agency, CCTA (now Office of Government Commerce, OGC) of the British Government in the 1980s. ITIL gives a detailed description of a number of important IT practices, with comprehensive check-lists, tasks, procedures and responsibilities which can be tailored to any IT organization. The practices have been defined as processes covering the major activities of IT service organizations. The broad subject area covered by the ITIL publications makes it useful to refer them regularly and to use them to set new improvement objectives for the IT organization. The organization can grow and mature with them.

A number of other IT Service management frameworks have been developed on the basis of ITIL, generally by commercial organizations, e.g. HP ITSM, IBM IT Process Model, Microsoft MOF and many others. Furthermore, adoptions and adaptation are broadly spread at reputable Multinational Enterprises like GE, Fujitsu, ABN AMRO, ING, Philips and numerous Government departments. This is one of the reasons why ITIL has become the de facto standard for describing a number of fundamental process in IT Service Management. This adoption and adaptation of ITIL directly reflects the ITIL philosophy, and is a welcome development as ITIL has become a force for industry alignment that is sorely needed in today's heterogeneous and distributed IT environment.

The ITIL foundation provides students an understanding of the ITIL framework and path the road to proceed to the ITIL Service Management Certificate and ITIL Practitioner certificate. ITIL is generally good for technical , management and front end practitioner of any ICT organization.

How To Teach:

1. Explanation of Basic Concept of Process Quality

• Meeting customer expectation in constant quality, at reasonable cost by continuous dialogue

• Fundamental of Quality

• The Deeming Cycle : Plan, Do, Check, Act

• Quality Management, Quality Assurance, Quality System

• The ITSM Learning Model

• Organization Maturity

• Planning horizon

• Concept of the IT Customer Relationship Management

• Process Management

• A process inter relate example

2. Explanation and illustration of Process and sub process flows and the inter-relationship between processes

3. Study of Processes Details

4. Terminology Exercise with solutions

5. Study on sample Examination Questions with model answers

6. Mock Examination

Course Content:

ITIL Service Support

• Service Desk: Understanding its role and function in the IT infrastructure

• Incident Management:
  Definition of an incident, description of Incident Control (including recording, classification, co-ordination, matching and resolution)

• Problem Management:
  Definition of a problem and known error, proactive problem management (identification of problems and prevention of further incidents)

• Configuration Management:
  Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes.

• Change Management:
  Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes).

• Release Management:
  Scope and concepts; definition of definitive software library(DSL) and definitive hardware store (DHS); description of planning, testing and implementing.

ITIL Service Delivery

• Service Level Management:
  Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs).

• Financial Management for IT Services:
  Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies.

• Availability Management:
  Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting.

• Capacity Management:
  Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan.

• IT Service Continuity Management:
  Re-view of business continuity, risk analysis and risk management, defining assets, threats, vulnerabilities and countermeasures (protection and recovery), development, testing and maintenance of the IT Service Continuity Plan, IT recovery options and management roles.

Security Management

• Review the above processes are being underpinned by Security Management

Examination Information:

Exam Format: 40 multiple choices, each carries equal mark

Exam Duration: 60 minutes

Exam Cost: USD$150.00

Exam Centre: Any VUE or Prometric Centre (Student can apply to sit exam at SWP)