ITIL® Foundation - Self-Paced

1. Service Management as Practice

Learning Objectives - In this module, you will learn to define the concept of a service, and to comprehend and explain the concept of service management as a practice. On completion of this module, you have to take an exercise that would reinforce learning.

Topics - Why ITIL® is the Best Practice, Processes, Functions, definition of IT Service Management, what is service and how it brings value to customers, different type of customers and service providers, different stakeholders.

2. Service Strategy

Learning Objectives - In this module, 'the end in mind' is visualized and provides direction to subsequent lifecycle stages to carry out the guidelines and procedures in delivering the IT services. On completion of this module, you have to take an exercise that would reinforce learning.

Topics - Governance, Risks, Budget, strategic Assets, Utility & Warranty, Characteristics of value, are some of the key concepts that is discussed apart from the purpose, objectives, scope of the following processes viz., Service Portfolio Management; Financial Management; Business Relationship Management.

3. Service Design

Learning Objectives - In this module, you will get into meticulous details and plans to deliver the service as required by the strategy. A significant document called the Service Design Package (SDP) is prepared in this phase which is then passed onto Service Transition for execution. On completion of this module, you have to take an exercise that would reinforce learning.

Topics - Four Ps of Service Design, Service Design Package, Five Aspects of Service Design are covered in this phase. Planning for Availability, Capacity, Continuity, Security, managing suppliers and agreements, design to measure IT services are covered in the relevant processes.

4. Service Transition

Learning Objectives - In this module, you be guided on managing changes in a controlled manner; build, test & deploy the change into production, control IT assets & effectively make use of data, information, knowledge for decision making. On completion of this module, you have to take an exercise that would reinforce learning.

Topics - Different types of changes, CAB meetings, Remediation planning, Configuration Management System, CMDB, DML will be covered through Change Management, Service Asset Configuration Management, Release & Deployment, Service Knowledge Management Processes.

5. Service Operation

Learning Objectives - In this module, you will be guided on the day to day management of IT Service Operations. This is where the value is seen by the customers and several processes and function activities are measured with the parameters defined in the Service Level Management. This is also a phase where in improvements keep happening to ensure that the services delivered are effective and efficient. This phase is where Strategy, Design & Transition stages are tested. Stability and day-to-day operations are managed the way business wants. On completion of this module, you have to take an exercise that would reinforce learning.

Topics - Supplier management, monitoring & measuring operational activities, different types of Events, meaning of Incidents, how are Problem different from Incidents, incident model, problem model, different types of Events and its meaning, Request Fulfilment model, different types of Service Desk, roles of Technical & Application Management.

6. Continual Service Improvement (CSI)

Learning Objectives - In this module, you will focus on making changes to suit the changing business needs, continually monitor and measure services against the Service Level Management. Proactively look for bringing improvements to the service delivered cost effectively and efficiently. On completion of this module, you have to take an exercise that would reinforce learning.

Topics - Vision to Measurement, Critical Success Factors, Key Performance Indicators, Deming's Plan, Do, Check & Act, CSI model & Seven Step Improvement Process.

7. Mock Examination

Learning Objectives - In this module, there will be 2 sets of AXELOS mock exam based on final certification model.