The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for service management.
The ITIL Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL practices for service management without further guidance.
Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.
- Service management as a practice (comprehension)
- The ITIL service lifecycle (comprehension)
- Generic concepts and definitions (awareness)
- Key principles and models (comprehension)
- Selected processes (awareness)
- Selected functions (awareness)
- Selected roles (awareness)
- Technology and architecture (awareness)
- Competence and training (awareness)
Service management as a practice
The purpose of this unit is to help the candidate to define the concept of a service, and to comprehend and explain the concept of service management as a practice.
The ITIL service lifecycle
The purpose of this unit is to help the candidate to understand the value of the ITIL service lifecycle, how the processes integrate with each other, throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle
Generic concepts and definitions
The purpose of this unit is to help the candidate to define some of the key terminology and explain the key concepts of service management.
Key principles and models
The purpose of this unit is to help the candidate to comprehend and account for the key principles and models of service management and to balance some of the opposing forces within service management.
The purpose of this unit is to help the candidate understand how the service management processes contribute to the ITIL service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes, and to state the purpose, objectives and scope for eighteen of the remaining processes.
The list of activities to be included from each process is the minimum required and should not be taken as an exhaustive list.
Specifically, candidates must be able to:
- Service strategy
- Service design
- Service transition
- Service operation
- Continual service improvement
The purpose of this unit is to help the candidate to explain the role, objectives and organizational structures of the service desk function, and to state the role, objectives and overlap of three other functions.
The purpose of this unit is to help the candidate to account for and to be aware of the responsibilities of some of the key roles in service management.
Specifically, candidates must be able to:
Account for the role and the responsibilities of the
- Process owner
- Process manager
- Process practitioner
- Service owner
Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.
Technology and architecture
The purpose of this unit is to help the candidate to:
Understand how service automation assists with expediting service management processes
Competence and training
Competence and skills for service management
Competence and skills framework
The purpose of this unit is to help the candidate to pass the ITIL Foundation exam.
The target group of the ITIL Foundation certificate in IT Service Management is drawn from:
Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.
This may include but is not limited to, IT professionals, business managers and business process owners.
Successful delivery of the training requires 24 training contact hours.Since most of the candidates are working professional, we usually deliver all lectures on Saturday’s. This training model has been proposed in order to allow enough time for participants to study, work in groups and read thoroughly official materials.
Lectures are held from 9:00AM to 4:00PM at the main building of RIT Kosovo (A.U.K).
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