In this course provides students with the knowledge of ITIL terminology, structure and basic concepts and comprehension of core principles of ITIL practices for service management required to sit for the for ITIL Foundation certificate in IT Service Management certification examination. Candidates for the ITIL Foundation certificate in IT service management have to complete all units and successfully pass the corresponding examination to achieve certification. The ITIL Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for service management without further guidance.

Course content

Introduction to ITIL 4

• About ITIL4
• Components of ITIL4 Framework
• Benefits of ITIL

ITIL Key Concepts

• Service and Service Management
• Components of Service Value
• Determine the Value of a Service or Product
• Stakeholders and Value Creation
• Products, Services and Service Offering
• Service Relationship

ITIL Guiding Principles

• Focus on value
• Start where you are
• Progress iteratively with feedback
• Collaborate and promote visibility
• Think and work holistically
• Keep it simple and practical
• Optimize and automate

The Four Dimensions of Service Management

• Organization and people
• Information and technology
• Partners and suppliers
• Value streams and processes
• External factors

The ITIL Service Value System

• ITIL Service Value System
• Service Value Chain
• Service Value Streams

ITIL 4 Practices

• Information Security Management
• Relationship Management
• Supplier Management
• Service Level Management
• IT Asset Management
• Service Configuration Management
• Change Enablement
• Release Management Practices
• Release Management
• Deployment Management
• Monitoring and Event Management
• Incident Management
• Problem Management
• Service Request Management
• Service Desk
• Continual Improvement

ITIL SERVICE OPERATIONS AND INCIDENT MANAGEMENT

Introduction to Service Operation:

• The purpose, objectives and scope of service operation
• The value to the business
• The context of service operation in the ITIL® Service lifecycle The fundamental aspects of service operation and the ability to define them

Service Operation Principles:

• The basic conflict between maintaining the status quo and adapting to changes in businessneeds
• Understanding operational health
• Need for good documentation
• Need for good communication including communication strategy
• Service Operation’s input and output

Service Operation Processes

• The use, interaction and value of each of the service operation processes (EventManagement, Incident Management, Problem Management, Request fulfillment, AccessManagement)
• Common activities of Service Operation are coordinated for the ongoing management ofthe technology
• Monitoring, Reporting and Control contributes to ongoing management of the services andthe technology
• How the operational activities of processes covered in other lifecycle stages contribute toservice operation.
• How IT operations staff should look for opportunities to improve the operational activities

Organizing for Service Operation

• Role, objectives and activities of each of the four functions of service operation: ( Service Desk, Technical Management Function, IT Operations Management, Application Management )
• Service operation roles, responsibilities and structure

Technology Considerations

• The generic requirement of Technology that support service management
• The specific technology required to support the service operations process and functions

Implementation of Service Operation

• The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization tosupport PPO

Technology and implementation considerations

• Specific issues relevant to implementing service operation including
• Managing Change in Service Operation
• Assessing and Managing Risk

Challenges, critical success factors and risks

• The challenges, CSF’s and Risk related to Service Operations

Continual Service Improvement:

• CSI Process flow
• IT Service Design
• IT Service Transition
• IT Service Operation
• Controlled Document and its importance in ITSM

Incident Management

• Brief overview of incident management.
• Why its important and how its implemented
• Whats role of an Incident manager in incident management
• Incident Management
• How its fit in the service operations model and what is the role of incident management in
• What is SLA and why it’s important
• Incident categorization or prioritization
• Daily incident call/Routine call, CAB, Event Call and role of an incident
• What is a down time, Configuration Item and CMDB and how these are related toIncident Management.
• What is Incident Free Time and how to achieve
• Root Cause Analysis and Incident Audit(Internal/External)
• Incident Manager’s role on Service Design and Service
• What is Customer Satisfaction Survey in Incident and why it’s
• Incident Management interview topics/Answer
• Role of Service Desk in Incident Management
• What is a Problem and how its related to Incident Management?
• Real Time Incident Management Tools: Remedy and Service

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