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.
If you have the ITIL® Lifecycle Publication Suite Books 2011 version (5 books) you can refer these topics as your ready reference.
Happy Reading!!
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Content
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ITILFND01
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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
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ITILFND02
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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
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ITILFND03
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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)
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ITILFND04
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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)
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ITILFND05
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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
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ITILFND06
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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.
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If you have the ITIL® Lifecycle Publication Suite Books 2011 version (5 books) you can refer these topics as your ready reference.
Happy Reading!!