ITIL® V3 : Achieving Foundation Certification

ITIL v3 Foundation Course Overview . ITIL Fundamentals Origins, development and governance of the ITIL methodology Defining IT Service Management Reviewing the structure and scope of the Foundation Certification examination People, process and technology The Service Desk Function and Incident Management Establishing the Service Desk Distinguishing the Service Desk from call centers and help desks Costing the Service Desk Service Desk business benefits Managing an incident life cycle Identifying, categorizing and prioritizing incidents Investigating and processing incidents through to closure Problem Identification and Resolution Demystifying problem control with Problem Management Minimizing the adverse effects of incidents and problems Proactive and reactive Problem Management Achieving error control Getting to the root cause Progressing error correction Evaluating Change via Change Management Setting up a change advisory board Analyzing the impact of proposed changes Establishing standard methods and procedures for managing change Assessing Infrastructure Through Configuration Management Relationship with incidents, problems, changes and releases Identifying, controlling and maintaining configuration items Measuring compliance Release Management from Planning to Deployment Working through Release Management stages Managing Definitive Hardware Store (DHS) and Definitive Software Library (DSL) Accounting for technical and non-technical aspects of the release The Service Level Management (SLM) Life Cycle Planning, implementing and delivering Service Level Agreements (SLA) Operational Level Agreements (OLA) Supporting the Service Level Agreement (SLA) with Underpinning Contracts (UC) Ensuring Availability Planning, improving, measuring and reporting for availability Applying the ARMSS model of Availability Management Measuring system unavailability Maintaining IT Service Continuity Identifying, planning and managing for risks and risk impacts Invoking contingency plans in crisis situations Effective Capacity Management Implementing Capacity Management (CM) Managing business, service and resource capacity Monitoring capacity Tuning systems to optimize performance Planning Effective Financial Management Developing, budgeting, charging and accounting systems for IT services Providing essential management information for workable and cost-effective operations Securing Infrastructure Processes Managing confidentiality, integrity and availability (C-I-A) of data Integration of Security Management with other ITIL processes The ITIL Foundation exam The ITIL Foundation exam is a multiple choice paper. It consists of 40 questions and you need to get at least 65% correct in order to achieve the ITIL foundation qualification.