ITIL VERSION 3.

0 Foundation Course

Table of Contents
PART ONE: SERVICE MANAGEMENT AS A PRACTICE

1. UNDERSTAND WHAT SERVICE MEANS 2. UNDERSTANDING IT SERVICES 3. UNDERSTANDING IT SERVICE MANAGEMENT AND ITIL 4. ITIL VERSION 2.0 VERSUS VERSION 3.0 5. UNDERSTANDING A PROCESS AND PROCESS MODEL 6. A PRIMER ON LIFE-CYCLE BASED APPROACH FOR ITSM a. Values of Each Life Cycle Stage for Business b. Scope of Each Life Cycle Stage 7. VARIOUS BALANCES & CONFLICTING MOTIVES WITHIN ITSM 8. KEY CONCEPTS, PRINCIPLES AND MODELS 9. PDCA (PLAN, DO, CHECK AND ACT)

PART TWO: SERVICE STRATEGY

10. KEY CONCEPTS a. Utility and Warranty b. Value Creation c. d. Service Provider Delivery Model Option

e. Service Model

ITIL VERSION 3.0 Foundation Course

11. MAIN ACTIVITIES a. Define the Market b. Develop the Offerings c. Develop Strategic Assets

d. Prepare for Execution 12. PROCESSES a. Service Portfolio Management (SPM) b. Demand Management c. Financial Management

PART THREE: SERVICE DESIGN

13. KEY CONCEPTS a. Four PC b. Service Design Package c. Aspects of Service Design

14. PROCESSES a. Service Catalog Management b. Service Level Management c. Availability Management

d. Information Security Management e. Supplier Management f. Capacity Management

g. IT Service Continuity Management

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ITIL VERSION 3.0 Foundation Course

PART FOUR: SERVICE TRANSITION

15. CONCEPTS a. V Model b. Configuration Item c. Configuration Management System

d. Data Information Knowledge Wisdom e. Service Knowledge Management System f. Definitive Media Library

16. PROCESSES a. Change Management b. Service Asset and Configuration Management c. Release and Deployment Management

d. Knowledge Management
PART FIVE: SERVICE OPERATIONS

17. PROCESSES a. Event Management b. Incident Management c. Request Fulfillment

d. Problem Management e. Access Management 18. FUNCTION a. Service Desk b. Technical Management c. IT Operation Management

d. Application Management

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ITIL VERSION 3.0 Foundation Course

PART SIX: CONTINUAL SERVICE IMPROVEMENT

19. CSI AND ORGANIZATIONAL CHANGE 20. CSI MODEL 21. MEASUREMENTS AND METRICS 22. THE SEVEN STEPS IMPROVEMENT PROCESS 23. CONTINUAL SERVICE IMPROVEMENT ROLES 24. SERVICE MANAGER 25. CONTINUAL SERVICE IMPROVEMENT MANAGER

PART SEVEN: SERVICE MANAGEMENT TECHNOLOGY & ARCHITECTURE

26. SERVICE DESIGN TOOLS 27. SERVICE MANAGEMENT TOOLS 28. EVENT MANAGEMENT TOOLS 29. KNOWLEDGE MANAGEMENT TOOLS 30. CONFIGURATION MANAGEMENT SYSTEM 31. TOOL SELECTION
PART EIGHT: ITIL V3 QUALIFICATION SCHEME

32. NEW ITIL V3 QUALIFICATION STRUCTURE 33. ITIL V3 FOUNDATION EXAM STRUCTURE 34. QUALIFICATION SCHEME OPTION 35. BRIDGING ITIL QUALIFICATION

Please Note: 5 out of 26 Processes in ITIL V3 are out of scope for foundation exam syllabus, so they will not be covered.

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