ITIL course for the Practitioners, Sweden

Course Overview

The Foundation Level of the ITIL Qualification Scheme focuses on providing knowledge and comprehension of the key concepts, structure, terminology and processes of ITIL.

This entry level certification offers candidates a general awareness of the key elements of the ITIL V3 Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices.

Upon successful completion of the education and examination components related to this certification candidates can expect to gain knowledge and understanding in the following areas:

Service Strategy: designing, developing and implementing service management as a strategic asset to align with Business processes.

Service Design: The design and development of service and service management processes.

Service Transition: The building, testing, authorising, documenting and implementing new and changed services into operation.

Service Operation: The day-to-day support and management of live services

Continual Service Improvement: Creating and maintaining value for customers through monitoring and improving services, processes and technology throughout the lifecycle.

Successful completion of the Foundation certificate also fulfils the pre-requisite entry criteria for the next level of study within the ITIL qualifications scheme, the ITIL V3 Intermediate Level.

Day I

Slide Numbers	Duration Minutes	Learning objective	Delivery method
Slides 1-8	30	Welcome	Lecture & discussion
Service Management as a Practice Slides 9-21	60	Candidates will gain understanding / awareness of: Concept of Good Practice Concept of a Service Concept of Service Management Functions, Roles and Processes Process model Characteristics of processes	Lecture & discussion
Break	15
Service Lifecycle Slides 22-31	120	Candidates will gain understanding / awareness of: Service Lifecycle – Scope, interfaces and brief overview of main roles and objectives, and business value for Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement Roles – Service Owner Process Owner RACI model – exercise	Lecture, discussion & exercise
Lunch	60
Service Strategy Slides 32 - 55	90	Candidates will gain understanding / awareness of: Service Strategy main goals & objectives and Warranty Resources and Capabilities Service Portfolio Service Catalogue Financial management Demand management	Lecture, discussion & exercise
Break	15
Service Design Slides 56 � 146	135	Candidates will gain understanding / awareness of: Service Design – main goals, objectives & value to business Supplier Service Level Agreement (SLA) Operational Level Agreement (OLA) Contract Service Design Package Availability Five major aspects of Service Design Service Portfolio Design Business Requirements, definition of Service Requirements and design of Services Technology and architectural design	Lecture, discussion & exercise
End of Day review	15	Suggested reading for self study � review Pocket Guide & slides	Self study

Day II

Session Title	Duration Minutes	Learning objective	Delivery method
Review of previous day	30	Review of previous day	Discussion
Service Design (Slides 56- 146 cont)	75	Candidates will gain understanding / awareness of: Process design Measurement design High level objectives, scope, basic concepts, process activities, key metrics (KPIs), roles and challenges for: • Service Level Management (SLM)	Lecture & discussion
Break	15
Service Design (Slides 56- 146 cont)	60	Candidates will gain understanding / awareness of: Objectives, basic concepts and roles for: • Service Catalogue Management • Availability Management • Information Security Management (ISM) • Supplier Management • Capacity Management • IT Service Continuity Management	Lecture, discussion & exercise
Service Transition Slides 147 - 193	60	Candidates will gain understanding/awareness of: Service Transition – main goals, objectives & value to business 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 High level objectives, scope, basic concepts, process activities, key metrics, and challenges for: • Change Management	Lecture, discussion & exercise Interactive Session
Lunch	60
Service Transition (Slides 147 – 193 cont)	90	Candidates will gain understanding / awareness of: Objectives, basic concepts and roles for: • Service Asset and Configuration Management • Release and Deployment Management	Lecture, discussion & exercise
Break	15
Service Operation Slides 194 - 279	105	Candidates will gain understanding/awareness of: Service Transition – main goals, objectives & value to business Event Alert Incident - Impact, Urgency and Priority Service Request Problem Workaround Known Error Known Error Data Base Communication • IT Services versus Technology components • Stability versus Responsiveness • Quality of Service versus Cost of Service • Reactive versus Proactive High level objectives, scope, basic concepts, process activities, metrics, roles and challenges for: • Incident Management	Lecture, discussion & exercise
End of Day review	15	Suggested reading for self study – review Pocket Guide & slides Mock exam paper	Self study

Day III

Session Title	Duration Minutes	Learning objective	Delivery method
Review	30	Review Mock Exam paper	Discussion
Service Operation (Slides 194 - 279 cont)	60	Candidates will gain understanding/awareness of: Objectives, basic concepts and roles for: • Event Management • Request Fulfilment • Problem Management • Access Management	Lecture & discussion
Break	15
Service Operation (Slides 194 - 279 cont)	90	Candidates will gain understanding / awareness of: Role, objectives, organizational structures, staffing and metrics of: • The Service Desk function Role, objectives and organizational overlap of: • The Technical Management function • The Application Management function • The IT Operations Management function (IT Operations Control and Facilities Management)	Lecture, discussion & exercise Interactive Session
Continual Service Improvement Slides 280-305	30	Candidates will gain understanding / awareness of: Main goals and objectives of Continual Service Improvement Plan, Do, Check and Act (PDCA) Model to control and manage quality Continual Service Improvement Model Role of measurement for Continual Service Improvement • Baselines • Types of metrics (technology metrics, process metrics, service metrics)	Lecture, discussion & exercise Interactive Session
Lunch	60
Continual Service Improvement (Slides 280 - 305 cont.)	90	Candidates will gain understanding / awareness of: High level objectives, basic concepts, process activities, roles and metrics	Lecture, discussion & exercise Interactive Session
Technology and Architecture Slides 306 - 308	30	Candidates will gain understanding/awareness of: Generic requirements for an integrated set of Service Management Technology Service Automation assists with integrating Service Management processes Automation	Lecture, discussion & exercise Interactive Session
ITIL Qualification Scheme Slides 309 - 314	30	Candidates will gain awareness of: ITIL^® Qualification scheme	Lecture
Final session Slides 315 - 319		Course closure	Lecture
Break	15
Revision	60	Personal Revision time	Self-Study
Exam	60	ITIL Examination

◊  This course is presented on behalf of iCMG by Helix SMS Ltd who is an
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