IT Infrastructure Library (ITIL®) 2011 Edition Foundation Syllabus Curriculum Outline
ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle
Overview/DescriptionOrganizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL®) can help organizations achieve these goals and increase external and internal customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to ensure these capabilities are fully utilized. This course addresses using service management as a practice for IT companies. This course will assist the learner in preparing for the ITIL® Foundation level certification examination and is aligned with the ITIL® 2011 Edition syllabus. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Target AudienceFor information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® Foundation exam.
PrerequisitesNone
Expected Duration (hours)1.5
Lesson Objectives ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle
Match the organizations involved with the IT infrastructure library and examinations with their role Identify the reasons for ITIL®s success Identify the features of the ITIL® qualification and examination scheme Identify how a service can provide value Identify the features of services Identify the features of Service Management Recognize the importance of Service Management and the challenges service providers face Match each ITIL® volume with a description of what it provides Recognize the goals and objectives of each Lifecycle stage Recognize the scope of each Service Lifecycle stage Recognize the value of each Service Lifecycle stage Recognize the characteristics of lifecycle functions and processes Recognize the scope, goals and objectives, and Service Lifecycle stage in a given example Course Number:
ib_itlv_a01_it_enus Back to ListITIL® 2011 Edition Foundation: Service Strategy Fundamentals
Overview/DescriptionIT organizations face a variety of challenges to maintain a strategic advantage over their competitors. Within IT Infrastructure Library (ITIL®), Service Strategy is a stage of the Service Lifecycle that helps IT organizations create value for their organizations through their service assets. This course examines how value is created through service assets, and how these service assets can perform better through service automation. It also details two processes: Strategy Management for IT services and Service Portfolio Management. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Target AudienceFor information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® Foundation exam
PrerequisitesNone
Expected Duration (hours)2.5
Lesson Objectives ITIL® 2011 Edition Foundation: Service Strategy Fundamentals
Describe the basic Service Strategy concepts Recognize how organizations use assets to create and add value Recognize how to implement service automation guidelines Identify the advantages of service automation Recognize how to use basic Service Strategies to add value Recognize key considerations for the Strategy Management of an organizations IT services Recognize how strategic management provides value to an organization Describe the activities of the strategic assessment and strategy generation stages of the Strategy Management process for IT services Describe the activities of the strategy execution stage and the measurement and evaluation stage of the Strategy Management process for IT services Identify key CSFs, KPIs, challenges, and risks of Strategy Management for IT services Recognize the activities of the define and analyze phases of the Service Portfolio Management process Recognize the activities of the approve and charter phases of the Service Portfolio Management process Identify key CSFs, KPIs, challenges and risks of Service Portfolio Management Describe the main considerations for the Strategy Management of an organizations IT services, given a scenario Identify the activities of the Strategy Management process for IT services, given a scenario Identify the activities of the Service Portfolio Management process, given a scenario Course Number:
ib_itlv_a02_it_enus Back to ListITIL® 2011 Edition Foundation: Service Strategy Processes
Overview/DescriptionIn order to decide the best path for an IT service organization to grow, service providers need to develop a strategy to maintain an advantage over their competitors. This course details the processes that affect Service Strategy: Demand Management, Financial Management, and business relationship management. This course will assist the learner in preparing for the ITIL® Foundation certification examination. This course is aligned with the ITIL® Foundation Syllabus. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Target AudienceFor information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® Foundation exam.
PrerequisitesNone
Expected Duration (hours)1.5
Lesson Objectives ITIL® 2011 Edition Foundation: Service Strategy Processes
Identify the role of Pattern of Business Activity (PBA) and User Profile (UP) in Demand Management Distinguish between SLPs and CSPs Recognize the characteristics of Financial Management concepts Recognize examples of Financial Management key inputs Recognize examples of Financial Management key outputs Recognize key features of Risk Management Recognize key considerations for business relationship management in an organizations IT services Describe how business relationship management supports customer satisfaction in Service Strategy Identify key CSFs, KPIs, challenges and risks of business relationship management Recognize how to manage Service Strategy in given scenarios Course Number:
ib_itlv_a03_it_enus Back to ListITIL® 2011 Edition Foundation: Service Design Fundamentals
Overview/DescriptionIT organizations must design their services according to their business objectives, thereby aligning those services with their business needs. Within ITIL®, Service Design is a stage of the Service Lifecycle that helps IT organizations create the design specifications to provide these IT services. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Target AudienceFor information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® Foundation exam.
PrerequisitesNone
Expected Duration (hours)1.5
Lesson Objectives ITIL® 2011 Edition Foundation: Service Design Fundamentals
Identify the five aspects of Service Design Recognize how to ensure that Service Design scope is aligned with business needs Identify considerations when designing a service solution Identify the options of status within the Service Portfolio Match roles in the enterprise architecture with their functions Recognize the areas to consider when designing a management architecture that integrates IT needs with business needs Identify the features of process design Recognize scenarios that illustrate metric tree benefits Demonstrate knowledge of the five aspects of Service Design Course Number:
ib_itlv_a04_it_enus Back to ListITIL® 2011 Edition Foundation: Service Design Processes
Overview/DescriptionIT organizations require information to create the design specifications necessary to provide IT services to their customers. Service Design processes are important because they provide organizations with information that will affect their decisions on designing solutions for new or changed services. This course is intended to introduce learners to the Service Design processes. This course will assist the learner in preparing for the ITIL® Foundation Level certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Target AudienceFor information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® Foundation exam
PrerequisitesNone
Expected Duration (hours)2.5
Lesson Objectives ITIL® 2011 Edition Foundation: Service Design Processes
Recognize the basic concepts of Service Level Management Identify the objectives of Service Level Management Recognize how to conduct the activities involved in the negotiating phase of the SLM process Recognize how to conduct the activities in the monitoring and reporting phases of the SLM process Recognize the activities in the reviewing phase of the SLM process Identify the basics of Service Level Management and how to conduct process activities Recognize the scope of design coordination Describe the activities in the design coordination process Identify the challenges and risks of design coordination Recognize the characteristics of the Service Catalog Recognize which Availability Management formula to use in given scenarios Recognize the responsibilities of the Service Catalog manager and the availability manager Calculate availability, reliability, and maintainability Recognize the focus of Capacity Management subprocesses Recognize the components of the Supplier and Contracts Database Recognize the responsibilities of the capacity manager and the supplier manager Recognize the components of the ISM and the objectives of the ISMS elements Sequence the stages of ITSCM Lifecycle Recognize the responsibilities of the security manager and the IT service continuity manager Recognize Service Design processes, objectives, and basic concepts Course Number:
ib_itlv_a05_it_enus Back to ListITIL® 2011 Edition Foundation: Service Transition Processes and Policies
Overview/DescriptionIT organizations need to transition their IT service designs into the live environment. Sound Service Transition processes are critical to the success of releasing IT services and help ensure that Service Design solutions will achieve their expectations. This course examines ITIL® Service Transition processes and policies, including release and deployment management, knowledge management, asset transition, service, and validation, and change management. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Target AudienceFor information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology services, and candidates preparing for the ITIL® Foundation exam.
Expected Duration (hours)2.5
Lesson Objectives ITIL® 2011 Edition Foundation: Service Transition Processes and Policies
Recognize the scope of Service Transition Describe examples of Service Transition policies Describe the phases of the Release and Deployment Management process Identify the Knowledge Management structure Describe the scope of the service Asset and Configuration Management process Describe the scope of the transition planning and support process Describe the scope of the service validation and testing process Describe examples of Service Transition policies Identify the activities of the phases of the Release and Deployment Management process Identify the Knowledge Management structure Describe the scopes of the asset transition, service support, and testing processes Differentiate between the types of service change in the Change Management process Identify the interfaces of the Change Management process Identify the stages of the normal change lifecycle Identify the aspects of the change procedure that could differ from a normal change procedure in emergency changes Differentiate between the types of service change in the Change Management process Identify the normal change lifecycle process, given a scenario Identify the emergency change procedures, given a scenario Identify key challenges of change evaluation Course Number:
ib_itlv_a06_it_enus Back to ListITIL® 2011 Edition Foundation: Introduction to Service Operation
Overview/DescriptionIT organizations must manage their day-to-day service operation according to their business objectives, so that their services are aligned with their business needs. Within the IT Infrastructure Library (ITIL®), Service Operation is a stage of the Service Lifecycle that helps IT organizations manage their daily operations to provide these IT services. This course is intended to help learners understand Service Operation within the Service Lifecycle. This course will assist the learner in preparing for the ITIL® Foundation Level certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Target AudienceFor information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and candidates preparing for the ITIL® Foundation exam
PrerequisitesNone
Expected Duration (hours)1.0
Lesson Objectives ITIL® 2011 Edition Foundation: Introduction to Service Operation
Describe the scope of Service Operation Recognize the responsibilities of Service Operation Identify the best practice principles for effective communication in Service Operation Identify strategies for facilitating successful meetings Determine which service desk structures to use in given examples Recognize the dual role of Technical Management Recognize how IT Operations Management achieves balance between its dual roles Identify the four roles of Application Management Recognize the features of Service Operation functions and how to select a service desk structure and how to staff it appropriately in a given example Course Number:
ib_itlv_a07_it_enus Back to ListITIL® 2011 Edition Foundation: Service Operation Processes
Overview/DescriptionIT organizations need to ensure that their services are operating properly. Service Operation processes are important because they enable organizations to correctly perform, manage, and control their day-to-day operations. This course examines the Service Operation processes within the ITIL® Service Lifecycle, including Incident Management and Problem Management, as well as Event, Request, and Access Management. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Target AudienceFor information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and candidates preparing for the ITIL® Foundation exam
Expected Duration (hours)2.0
Lesson Objectives ITIL® 2011 Edition Foundation: Service Operation Processes
Identify the scope of Incident Management Describe the basic principles of Incident Management Identify the activities of the Incident Management process Identify the scope of Incident Management Identify the basic principles of Incident Management Identify the activities of the Incident Management process, given a scenario Describe how Incident Management interfaces with other Service Lifecycle processes Describe the scope of Problem Management Describe the basic principles of Problem Management Identify the activities of the Problem Management process Identify the scope and principles of Problem Management Identify the activities of the Problem Management process, given a scenario Describe how Problem Management interfaces with other service lifecycle processes Identify the scopes of Event Management, Request Fulfillment, and Access Management Course Number:
ib_itlv_a08_it_enus Back to ListITIL® 2011 Edition Foundation: Continual Service Improvement
Overview/DescriptionIT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL®, Continual Service Improvement (CSI) is a stage of the Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will improve the IT services they offer their customers. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Target AudienceFor information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and candidates preparing for the ITIL® Foundation exam.
Expected Duration (hours)1.5
Lesson Objectives ITIL® 2011 Edition Foundation: Continual Service Improvement
Identify the benefits to a business of adopting and implementing standard and consistent approaches for CSI Identify key considerations for implementing CSI Recognize typical information that should be included in a CSI register Identify key considerations for using the CSI register Recognize how the PDCA cycle integrates with the CSI seven-step improvement process Identify the purpose of using the CSI seven-step improvement process Identify considerations for identifying strategies and defining measurements using the CSI seven-step improvement process Describe the metrics an organization will need to collect to support CSI and other process activities Describe best practices for data processing and analysis using the CSI seven-step improvement process Identify situations and scenarios when improvement implementation is appropriate Recognize how to use the seven-step improvement process of CSI Course Number:
ib_itlv_a09_it_enus Back to ListMentoring ITIL V3 Foundation (ITV3F)
Overview/DescriptionSkillSoft Mentors are available to help students with their studies for the ITIL V3 Foundation (ITV3F) exam. You can reach them by entering a Mentored Chat Room or by using the E-mail My Mentor service.
* This asset is in accordance with Syllabus 5.3 of the vendor certification exam.
Target AudienceIndividuals who are studying the associated SkillSoft content in preparation for, or to become familiar with, the skills and competencies being measured by the actual certification exam.
PrerequisitesFamiliarity with the exam objectives listed below and skills and competencies being measured in the associated certification exam.
Expected Duration (hours)0.0
Lesson Objectives Mentoring ITIL V3 Foundation (ITV3F)
Service management as a practice The ITIL service lifecycle Generic concepts and definitions Key principles and models Processes Functions Roles Technology and architecture Course Number:
mntitv3f <
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TestPrep ITIL V3 Foundation (ITV3F)
Overview/Description
To test your knowledge on the skills and competencies being measured by the vendor certification exam*. TestPrep can be taken in either Study or Certification mode. Study mode is designed to maximize learning by not only testing your knowledge of the material, but also by providing additional information on the topics presented. Certification mode is designed to test your knowledge of the material within a structured testing environment, providing valuable feedback at the end of the test. * This TestPrep is in accordance with Syllabus 5.3 of the vendor certification exam.
Target Audience
Individuals seeking practice in a structured testing environment, covering the skills and competencies being measured by the vendor certification exam.
Expected Duration (hours)
1.0
Lesson Objectives TestPrep ITIL V3 Foundation (ITV3F)
Course Number:
ib_itlv_a01_tp_enus <
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1yr license: $187.00 per course
*Contact a Training Advisor for Discounted Student and Corporate pricing*
IT Infrastructure Library (ITIL®) 2011 Edition Foundation Syllabus
ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world and is supported by professionals who have obtained their ITIL certification. Because it provides a cohesive set of best practices, drawn from the public and private sectors internationally, professionals benefit from IT Infrastructure Library (ITIL) training to help them pass the IT Infrastructure Library (ITIL) exam.
IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organizational environments in which it operates, it is in a state of constant evolution, which makes IT Infrastructure Library (ITIL) training critical for professionals to stay informed. ITIL Foundation Level has undergone a major refresh which is reflected in IT Infrastructure Library (ITIL) 2011 Edition and represents an important evolutionary step in its life.
The refresh has transformed IT Infrastructure Library (ITIL) 2011 Edition guidance from providing a great service to being the most innovative and best in class. 2011 Edition allows users to build on the successes of V3, but take IT service management even further.
IT Infrastructure Library (ITIL) 2011 Edition Foundation is supported by a comprehensive qualifications scheme, accredited training organizations, and implementation and assessment tools, making it critical for professionals to participate in ITIL Foundation Level training in preparation for their ITIL Foundation Level exam.
Benefits of CBT Direct’s Online ITIL 2011 Edition Foundation Certification Training
CBT Direct boasts the most beneficial online certification training on the market. With online training, you have the flexibility to study on your schedule, and with the speed and reliability of the internet, CBT Direct’s IT Infrastructure Library (ITIL) 2011 Edition Foundation Syllabus training course is accessible anywhere you have an internet connection. Convenience finally costs less with CBT Direct – the most affordable online training solution today.
The unique design of CBT Direct’s IT Infrastructure Library (ITIL) 2011 Edition Foundation Syllabus course emphasizes learner initiative, self-management and experiential learning. CBT Direct’s online course design begins with the definition of user-focused performance objectives and then proceeds to the selection and implementation of instructional strategies and learning activities appropriate for those objectives. This effective instruction model for CBT Direct’s IT Infrastructure Library (ITIL) 2011 Edition Foundation Syllabus training course ensures the greatest level of comprehension and retention to prepare you for your IT Infrastructure Library (ITIL) 2011 Edition Level exam.
CBT Direct also offers online mentoring for over 100 current major certification exams, including IT Infrastructure Library (ITIL) 2011 Edition Foundation, for IT professionals and end-users alike. CBT Direct’s mentors have a minimum of 20 certifications each and are available 24/7*.
* Available for most courses.
Who Benefits from CBT Direct’s ITIL 2011 Edition Foundation Certification Training?
This course is for information technology managers and support personnel who are looking to improve and streamline the processes used to support the deployment of information technology within an organization, and individuals preparing for the ITIL Foundation Level certification V3 exam.
What Professionals Will Learn from CBT Direct’s ITIL 2011 Edition Foundation Certification Training
Professionals who participate in CBT Direct’s ITIL Foundation Level certification v3 training will understand the reasons
for ITIL’s popularity and success as well as the features on the ITIL Foundation Level qualification examination scheme.
Our ITIL Foundation Level training program covers the basics of service and service management by identifying how a service can
provide value, the features of services and the features of service management. Professionals will be shown how the ITIL Foundation
Level Service Lifecycle matches to each ITIL Foundation Level volume in the ITIL Foundation Level book set with a description of
what it provides as well as the goals and objectives of each phase. Click here to see a detailed curriculum outline.
IT organizations require information to create the design specifications necessary to provide IT services to their customers.
Service design processes are important because they provide organizations with information that will affect their decisions on
designing solutions for new or changed services. CBT Direct’s ITIL Foundation Level certification v3 training is intended to
introduce learners to the service design processes.
By taking our ITIL Foundation Level training course, learners will be able to identify reasons why organizations should develop
service management as a strategic asset and recognize how an organization develops service management as a strategic asset in a
given example.
ITIL Foundation Level training will help professionals identify the role of Pattern of Business Activity (PBA) and User Profile
(UP) in demand management. They will also learn how to recognize the characteristics of Financial Management concepts, understand
Financial Management key inputs and key outputs.
In preparation for their ITIL Foundation Level certification v3 exam, candidates will study aspects of service design, design
technology architectures, design processes and measurement systems and metrics. Our ITIL training will also help them become
knowledgeable in service delivery strategy, service design tools and process activities.
CBT Direct’s ITIL Foundation Level certification v3 training covers basic concepts of IT service management, the production
and maintenance of IT policies, architectures and documents for the design of innovative IT infrastructure service solutions
and processes. Professionals who participate in our ITIL Foundation Level training program will recognize the benefits of the
program when they successfully complete the ITIL Foundation Level exam and put into practice the knowledge they gained.
The ITIL® courses on this page are offered by Skillsoft.
IT Infrastructure Library (ITIL®) 2011 Edition Foundation Syllabus
