Saturday, March 1, 2014

ITIL Foundation V5.5 (Part-3)

In previous (part-1, part-2) blog sections had an overview of what ITIL Foundation course V5.5 covers and now i will detail you some more what an aspirant should know of each concepts at a level of to define, comprehend and explain them as a practice.


Unit
 

Content
ITILFND01
 
Service management as a practice
 
 
The purpose of this unit is to define the concept of a service, and to comprehend and explain the concept of service management as a practice.
 
01-1. Describe the concept of best practices in the public domain
01-2. Describe and explain why ITIL is successful  
01-3. Define and explain the concept of a service
01-4. Define and explain the concept of internal and external customers
01-5. Define and explain the concept of internal and external services
01-6. Define and explain the concept of service management
01-7. Define and explain the concept of IT service management
01-8. Define and explain the concept of stakeholders in service management
01-9. Define processes and functions
01-10. Explain the process model and the characteristics of processes
 
ITILFND02
 
The ITIL service lifecycle
 
The purpose of this unit is to understand the value of the ITIL service lifecycle, how the processes integrate with each other, throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle
 
02-1. Describe the structure of the ITIL service lifecycle
02-2. Account for the purpose, objectives and scope of service strategy
02-3. Briefly explain what value service strategy provides to the business
02-4. Account for the purpose, objectives and scope of service design
02-5. Briefly explain what value service design provides to the business
02-6. Account for the purpose, objectives and scope of service transition
02-7. Briefly explain what value service transition provides to the business
02-8. Account for the purpose, objectives and scope of service operation
02-9. Briefly explain what value service operation provides to the business
02-10. Account for the main purpose, objectives and scope of continual service improvement
02-11. Briefly explain what value continual service improvement provides to the business
 
ITILFND03
 
Generic concepts and definitions
 
The purpose of this unit is to define some of the key terminology and explain the key concepts of service management.
 
03-1. Utility and warranty
03-2. Assets, resources and capabilities
03-3. Service portfolio  
03-4. Service catalogue (both two-view and three-view types)  
03-5. Governance
03-6. Business case  
03-7. Risk management
03-8. Service provider
03-10. Supplier
03-11. Service level agreement (SLA)  
03-12. Operational level agreement (OLA)
03-13. Underpinning contract
03-14. Service design package
03-15. Availability
03-16. Service knowledge management system (SKMS)
03-17. Configuration item (CI)
03-18. Configuration management system
03-19. Definitive media library (DML)
03-20. Change
03-21. Change types (standard, emergency and normal)
03-24. Event
03-25. Alert
03-26. Incident
03-27. Impact, urgency and priority
03-28. Service request
03-29. Problem
03-30. Workaround
03-31. Known error
03-32. Known error database (KEDB)
03-33. The role of communication in service operation
03-35. Release policy
03-36. Types of services
03-37. Change proposals
03-38. CSI register
03-39. Outcomes
03-40. Patterns of business activity
03-41. Customers and users
03-42. The Deming Cycle (plan, do, check, act)
 
ITILFND04
 
Key principles and models
 
The purpose of this unit is to comprehend and account for the key principles and models of service management and to balance some of the opposing forces within service management.
 
Service strategy
04-1. Describe value creation through services
 
Service design
04-2. Understand the importance of people, processes, products and partners for service management
04-3. Understand the five major aspects of service design:
- Service solutions for new or changed services
- Management information systems and tools
- Technology architectures and management architectures
- The processes required
- Measurement methods and metrics
 
Continual service improvement
04-9. Explain the continual service improvement approach
04-10. Understand the role of measurement for continual service improvement and explain the following key elements:
- Relationship between critical success factors (CSF) and key performance indicators (KPI)
- Baselines
- Types of metrics (technology metrics, process metrics, service metrics)
 
 
ITILFND05
 
Processes
 
The purpose of this unit is to understand how the service management processes contribute to the ITIL service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes, and to state the purpose, objectives and scope for eighteen of the remaining processes.
The list of activities to be included from each process is the minimum required and should not be taken as an exhaustive list.
 
 
Service strategy
05-2. State the purpose, objectives and scope for:
 
05-21 Service portfolio management
- The service portfolio
 
05-22 Financial management for IT services
- Business case
 
05-23 Business relationship management
 
Service design
 
05-3. Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
 
05-31 Service level management (SLM)
The following list must be covered:
- Service-based SLA
- Multi-level SLAs
- Service level requirements (SLRs)
- SLA monitoring (SLAM) chart
- Service review
- Service improvement plan (SIP)
- The relationship between SLM and BRM
 
05-4. State the purpose, objectives and scope for:
 
05-41 Service catalogue management
05-42 Availability management
- Service availability
- Component availability
- Reliability
- Maintainability
- Serviceability
- Vital business functions (VBF)
 
05-43 Information security management (ISM)
- Information security policy
05-44 Supplier management
- Supplier categories
 
05-45 Capacity management
- Capacity plan
- Business capacity management
- Service capacity management
- Component capacity management
 
05-46 IT service continuity management
- Purpose of business impact analysis (BIA)
- Risk assessment
 
05-47 Design coordination
 
Service transition
 
05-5. Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
 
05-51 Change management
- Types of change request
- Change models
- Remediation planning
- Change advisory board / emergency change advisory board
- Lifecycle of a normal change
 
05-6. State the purpose, objectives and scope for:
 
05-61 Release and deployment management
- Four phases of release and deployment
05-62 Knowledge management
- Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
05-63 Service asset and configuration management (SACM)
05-64 Transition planning and support
 
Service operation
 
05-7. Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
 
05-71 Incident management
05-72 Problem management
 
05-8. State the purpose, objectives and scope for:
05-81 Event management
05-82 Request fulfilment
05-83 Access management
 
Continual service improvement
05-9. State the purpose, objectives and scope for:
05-91 The seven-step improvement process
ITILFND06
 
Roles
 
The purpose of this unit is to help to account for and to be aware of the responsibilities of some of the key roles in service management.
 
06-1. Account for the role and the responsibilities of the
- Process owner
- Process manager
- Process practitioner
- Service owner
 
 
06-2. Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.
 
 

 If you have the ITIL® Lifecycle Publication Suite Books 2011 version (5 books) you can refer these topics as your ready reference.

Happy Reading!!