ITIL® V4Foundation

Course Curriculum

Module 1: Course Introduction

• Student and Instructor Introductions
• The Service Lifecycle
• Course Learning Objectives
• Course Agenda
• ITIL Qualification Scheme
• The Royal Chao Phraya Hotel
• Case Study

Module 2: Service Management as a Practice

• Module Learning Objectives
• Topics Covered in this Module
• Best Practices in the Public Domain
• ITIL as a Good Practice
• Concept of Service
• Concept of Service Management
• Processes and Functions
• The RACI Model
• Roles and Responsibilities
• Module Summary

Module 3: Service Lifecycle

• Module Learning Objectives
• Topics Covered in this Module
• The Service Lifecycle
• Basic Concepts of Service Strategy
• Basic Concepts of Service Design
• Basic Concepts of Service Transition
• Basic Concepts of Service Operation
• Basic Concepts of Continual Service Improvement
• Exercise — The New Swimming Pool
• Module Summary

Module 4: Service Strategy

• Module Learning Objectives
• Service Strategy in the Lifecycle
• Topics Covered in this Module
• Basic Concepts of Service Strategy
• Principles and Models of Service Strategy
• Processes of Service Strategy
• Module Summary
• End of Module Quiz

Module 5: Service Design

• Module Learning Objectives
• Service Design in the Lifecycle
• Topics Covered in this Module
• Basic Concept of Service Design
• Principles and Models of Service Design
• Processes of Service Design
• Exercise — Crossword
• Module Summary
• End of Module Quiz

Module 6: Service Transition

• Module Learning Objectives
• Service Transition in the Lifecycle
• Topics Covered in this Module
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Transition Planning and Support
• Knowledge Management
• Exercise — Crossword
• Module Summary
• End of Module Quiz

Module 7: Service Operation

• Module Learning Objectives
• Service Operation in the Lifecycle
• Topics Covered in this Module
• Event Management
• Incident Management
• Request Fulfilment
• Problem Management
• Access Management
• Service Operations Functions
• Exercise — Complaint Handling and Service Recovery
• Module Summary
• End of Module Quiz

Module 8: Continual Service Improvement

• Module Learning Objectives
• CSI in the Lifecycle
• Topics Covered in this Module
• Basic Concepts of CSI
• Principles and Models of CSI
• CSI - The Seven Step Improvement Process
• Module Summary
• End of Module Quiz

Module 9: Technology and Architecture

• Module Learning Objectives
• Topics Covered in this Module
• Service Automation
• Competence and Skills for Service Management
• Competence and Skills Framework
• Training
• Module Summary

Exam Preparation Guide

Mock Exam

Prerequisite

• Anyone is eligible for the course.
• A background in IT will be a plus.
• ITIL Foundation certification can benefit anyone who has an interest in IT service management.

Certification

In order to become an ITIL® V4 Foundation certified professional, one has to appear for the online ITIL® Foundation certification examination that is held on the last day of the training

ITIL Foundation exam format:

• Multiple choice examination questions
• 40 questions
• 26 marks required to pass (out of 40 available) - 65%
• 60 minutes’ duration
• Closed book