IBM Global Services
ITIL Foundation Course V1.0 Introduction to the Information Technology Infrastructure Library Roadmap and Content ITIL Foundation
ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
2004 IBM Corporation
IBM Global Services
ITIL Foundation Course
Table of Contents of ITIL Foundation Course Package
Table of Contents
Introduction:
What ITIL is ITIL Process Implementation Strategy
ITIL Service Support (6 units) ITIL Service Delivery (6 units) ITIL Security Management Glossary Appendix (exercise and exam samples) ITIL Pocket Guide
ITIL Foundation Course | Student material v1.0
2004 IBM Corporation
IBM Global Services
ITIL Foundation Course
Roadmap
Day 1
Morning
Afternoon
ITIL Introduction
Service Desk Incident Mgmt
Problem Mgmt Change Mgmt
Configuration Mgmt Release Mgmt
Exercise
Day 2
Morning
Afternoon
Recap Discussion
SLM Availability Mgmt
Capacity Mgmt Financial Mgmt
Continuity Mgmt Security Mgmt
Examina
ITIL Foundation Course | Student material v1.0
2004 IBM Corporation
IBM Global Services
ITIL Foundation Course
IT Infrastructure Library Overview
ITIL Planning to Implement Service Management
Technology
Business
4
Service Management
The Business Perspective Service Support Service Delivery
ICT Infrastructure Management
Security Management Application Management
ITIL Foundation Course | Student material v1.0
2004 IBM Corporation
IBM Global Services
ITIL Foundation Course
Objectives
Objectives and Contents of the Course
Understand the ITIL Framework (what, who, where, why, and how) Understand the benefits of adopting ITIL Use the same language for Service Management Pass for the Foundation Certification Exam
Contents
Overview of the 2 ITIL core modules: 5 Processes of Service Support und 1 Function 5 Processes of Service Delivery Security Management for IT Services Activities of each ITIL process Benefits/difficulties/costs of implementing ITIL process Links with other ITIL processes ITIL process roles and responsibilities Order of implementation within ITIL process Success factors within an ITIL implementation No details of procedures within process, which are organization-dependent!
ITIL Foundation Course | Student material v1.0
2004 IBM Corporation
IBM Global Services
ITIL Foundation Course
ITIL Defines a Three-Tiered Structure of Certification Training
Practitioners (9 certificates)
Availability Mgmt (5 days) Incident Mgmt (5 days) Problem Mgmt (5 days) Configuration Mgmt (5 days) Service Level Mgmt (5 days) Change Mgmt (5 days)
1 hour Multiple Choice
Foundations
Essential (2 days)
1 hour Multiple Choice
Service Manager
Service Support (5 days)
3 hours Essay Examination
Prerequisites assessed by Examination Board
Service Delivery (5 days)
3 hours Essay Examination
ITIL Foundation Course | Student material v1.0
2004 IBM Corporation
IBM Global Services
ITIL Foundation Course Process Chart Reference
Source: IPW Model is a trade mark of Quint Wellington Redwood and KPN Telecoms 7 ITIL Foundation Course | Student material v1.0 2004 IBM Corporation
