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ITIL foundation syllabus 2017 .pdf



Original filename: ITIL foundation syllabus 2017.pdf
Title:   ITIL Foundation Certification Training
Author: Content @Mercury

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COURSE CONTENT

ITIL FOUNDATION CERTIFICATION TRAINING

mercurysolutions.co

training@mercury.co.in

+91 8882 333 777

ABOUT

ITIL FOUNDATION



Overview- IT Service Management



Purpose of the ITIL Foundation Certificate



Learning Objectives



Target Audience



Course Content



Benefits



Next steps

mercurysolutions.co

training@mercury.co.in

+91 8882 333 777

IT-SERVICE MANAGEMENT-AN

OVERVIEW



It is the entirety of the activities directed by the policies



Refers to structured processes performed by the organization:



Plan, Design, Deliver, Operate and Control IT Services offered



Focused towards:



Meeting customer needs



Adopting process for management



Concern about IT services for the customers



Continual Improvement

mercurysolutions.co

training@mercury.co.in

+91 8882 333 777

PURPOSE OF

ITIL FOUNDATION

The ITIL Foundation Certificate in IT Service Management certificate ensures that



The candidate has gained knowledge regarding ITIL terminology, structure, and the basic
concepts.



It witnesses that the candidate has a comprehensive knowledge of the core principles of
ITIL practices for service management.

mercurysolutions.co

training@mercury.co.in

+91 8882 333 777

LEARNING

OBJECTIVES

The learning objective of the certification comprehends about



Service management as a practice



The ITIL service lifecycle



Generic concepts and definitions



Key principles and models



Selected processes, functions, and roles



Technology and architecture



Competence and training

mercurysolutions.co

training@mercury.co.in

+91 8882 333 777

TARGET

AUDIENCE

It’s for the Enthusiastic & Competent Candidates who are/want to:



Keen about understanding ITIL framework



Implement the learnings to enhance IT service quality and its management



Work with the organization that has adapted ITIL



Concerned to contribute for the ongoing service program

mercurysolutions.co

training@mercury.co.in

+91 8882 333 777

COURSE

CONTENT

The course covers about 10 Units. Have a glimpse of it.


Unit 1: Service Management as a practice:

It defines the concept of a service and explains the concept of service management as a practice.


Unit 2: The ITIL Service Lifecycle:

It defines the value of the ITIL Service Lifecycle, explains the objectives, scope, business value, and
integration of the processes.


Unit 3: Generic concepts and definitions:

It defines & explains key terminology and concepts of service management.

mercurysolutions.co

training@mercury.co.in

+91 8882 333 777

Continued……..


Unit 4: Key principles and models:

It explains the key principles and models of service management and is balance against odd forces.


Unit 5: Processes:

It explains the purpose, objectives, scope, concepts, activities, and how the service management
processes contribute to the ITIL service lifecycle.


Unit 6: Functions:

It explain the role, objectives and organizational structures of the service desk function and more.

mercurysolutions.co

training@mercury.co.in

+91 8882 333 777

Continued……..


Unit 7: Roles

It provides insights into the responsibilities of key roles in service management.


Unit 8: Technology and architecture:

It explains the assistance of service automation with the expediting service management processes


Unit 9: Competence and Training



Unit 10: Mock Exam

mercurysolutions.co

training@mercury.co.in

+91 8882 333 777


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