ITIL Foundation

You should be looking for a detailed, modulated approach to an introduction to the definitions, terms, objectives, concepts, benefits and relationships within core IT service management processes and functions, according to the ITIL (Information Technology Infrastructure Library) best practice framework. The course should be based on principles described in ITIL’s Service Support and Service Delivery books.

ITIL Foundation online – Curriculum: The curriculum should cover the following things:

• Structure of the library
• ITIL’s key concepts and objectives
• Certification program overview: Foundation, Practitioner and Service Manager levels
• Overview of relationships between the ITIL processes
• Detailed descriptions of the objectives, benefits, metrics, challenges, management reporting and interfaces of the five Service Support (operational) processes and the Service Desk function.

ITIL Foundation online – Support: There should also be some level of Instructor support that will provide you with feedback, and an overall commitment to service policy.

ITIL Foundation CBT: Relatively new course programs that are designed to give the participant the flexibility that a attendance type course cannot. ITIL foundation CBT should be conducted in some form of a virtual classroom, accessible through the Web. This removes the need to schedule time off for critical members of your organization for training. This allows far more flexibility as this type of course allows people to study at a time and place that are convenient to them.

ITIL Foundation CBT – who should participate? Anyone dealing with any delivery of IT Services, from Senior Managers to Help Desk personnel. The course should explain in detail the 10 core processes and the Service Desk function of the ITIL framework, 5 Service Support (Incident Management, Problem Management, Change Management, Release Management and Configuration Management) and 5 Service Delivery processes (Service Level Management, IT Financial Management, Capacity Management, Availability Management, IT Service Continuity Management).

ITIL Foundation CBT – Let’s not forget Security! One point that concerns is the number of organizations offering these courses that have not included Security Management. These courses must also cover Security Management as this is a requirement of the accreditation agencies! It should explain the concept behind the framework, relationships between processes and teach students how to communicate using a common language that ultimately leads to a more efficient, cohesive environment. This can be done through a number of individual methods such as streaming broadcast or interactive modules.

ITIL Foundation Certificate Course: ITIL Foundation Certificate is awarded for the satisfactory completion of a multiple choice test on topics covered in the ITIL Foundations course. The ITIL Foundation Certificate course is the entry level course within the IT Service Management certification scheme.

ITIL Foundation Certificate Course Description: This course should provide a solid foundation for those seeking an entry-level professional qualification in IT Service Management. It should also be noted that it is the basis to progress to the practitioner or the full Managers Certificate.

Structure: The course should combine short lectures with individual and group assignments as well as practical simulation. A Mock examination should be provided to help prepare you for the multiple choice ISEB/EXIN examination.

Objectives: This is an example list of what some of the objectives for the course should be to help prepare you for the ITIL Foundation Certificate exam:

• Knowledge on how to improve service quality and reduce costs.
• The concept of aligning IT services to business objectives.
• The “how to” of implementing Service Level Agreements.
• How to encourage staff to understand their functions.
• How to improve ability to handle rapid change and unforeseen events.
• How the best organizations around the world are managing their IT services.
• What Best Practice is, and how you can implement it.
• How to get all service management activities working together to achieve service level targets.
• How Service Delivery should be customer focused, not technology driven.
• How to define Service Level Agreements so that you can measure and monitor the quality of outsourced services.

If these things are targeted you will more likely have the necessary degree of insight into the ITIL Framework to help facilitate your pass in the ITIL Foundation Certificate.

ITIL Foundation Certification: ITIL Foundation Certification is provided under the ITIL qualification scheme. The OGC has created a strategic partnership with itSMF in which the itSMF will manage the definition and execution of the scheme for ITIL Foundation Certification on behalf of OGC, coordinating with the two current Examination Institutes, EXIN and ISEB, and Course Providers as appropriate. The scheme definition will remain Crown Copyright and OGC will retain its responsibility for ensuring the integrity and quality of the scheme, in its current and future forms. An organization that wishes to provide training for ITIL Foundation Certification must be accredited through either EXIN or ISEB.

Accreditation requirements: Course program and course duration with details:

• The course provider incorporates the EXIN certification in the course program.
• The number of contact hours is at least 16.
• There is a structured course program. A good balance between theory and practice and between lectures and self-study.
• The maximum group size for a course is 16.

Trainers: Trainers that deliver the course for the Foundation Certificate in IT Service Management have:

• Themselves at least 3 years relevant experience for the content of the course.
• Trainers that deliver the course for the Foundation Certificate in IT Service Management are didactically capable of doing this in a well-considered way.
• Trainers that deliver the course possess the Manager’s Certificate in IT Service Management or possess a demonstrably comparable knowledge and experience.
• Accredited course providers should have arrangements with trainers that meet the abovementioned criteria.

Course material: There is suitable course material: There is an explanation about the structure of the course and the material that is included and an agenda with subjects and times.

• The course program must be included in the course material.
• A clear trainer manual is available, which allows the trainer to teach in a structured manner.
• The presentation material used is well prepared.
• The presentation material covers the complete training.
• In the presentation material clear and consistent terminology is used.
• The material contains a summary of ITIL and a bibliography.
• There is a general explanation about process management.
• All ITIL processes (Service Support, Service Delivery, and Security Management) are dealt with in a logical sequence.
• Attention is paid to the practical operation of activities within the process.
• The relevant book from the IT Infrastructure Library must be available to the course participants during the course.
• The course contains enough assignments.

For each process attention must be paid to the goals and the activities of that process and the relationships with other processes.