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!!