The target group of the ITIL® Foundation certificate in IT Service Management is:

• 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.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

• Service Management as a practice Comprehension
• Service Lifecycle Comprehension
• Key Principles and Models Comprehension
• Key Concepts Awareness
• Selected Processes Awareness
• Selected Roles Awareness
• Selected Functions Awareness
• Technology and Architecture Awareness
• TIL Qualification scheme Awareness

This unit is aiming to help the candidate to define Service and to comprehend and explain the concept of Service Management as a practice.

Specifically, candidates must be able to:

• Describe the concept of Good Practice
• Define and explain the concept of a Service
• Define and explain the concept of Service Management
• Define and distinguish between Functions, Roles and Processes
• Explain the process model
• List the characteristics of processes

• Explain the Service Lifecycle
• Describe the structure, scope and components of the ITIL Library
• Account for the main goals and objectives of Service Strategy
• Explain the two elements of value: Utility and Warranty
• Account for the main goals and objectives of Service Design
• Explain what value Service Design provides to the business
• Account for the main goals and objectives of Service Transition
• Explain what value Service Transition provides to the business
• Account for the main goals and objectives of Service Operations
• Explain what value Service Operation provides to the business
• Account for the main goals and objectives of Continual Service Improvement
• Explain what value Continual Service Improvement provides to the business

This unit is aiming to help the candidate to define some of the key terminology and explain the key concepts of Service Management.

Specifically, candidates must be able to define and explain the following key concepts:

• Service Portfolio
• Service Catalogue Business Service Catalogue and Technical Service Catalogue
• Business Case
• Risk
• Service Model
• Service Provider
• Supplier
• Service Level Agreement
• Operational Level Agreement OLA
• Contract
• Service Design Package
• Availability
• Service Knowledge Management System SKMS
• Configuration Item CI
• Configuration Management System
• Definitive Media Library DML
• Service Change
• Change types Normal, Standard and Emergency
• Release Unit
• Seven R’s of Change Management
• Event
• Alert
• Incident
• Impact, Urgency and Priority
• Service Request
• Problem
• Workaround
• Known Error
• Known Error Data Base KEDB
• Swim lane diagram
• Service Measurement

This unit is aiming 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.

Specifically, candidates must be able to:

• Internal Service Provider Type I
• Shared Services Provider Type II
• External Service Provider Type III

• Service Portfolio Design
• Identification of Business Requirements, definition of Service requirements and design of Services
• Technology and architectural design
• Process design
• Measurement design

• Insourcing
• Outsourcing
• Co-sourcing
• Partnership
• Multisourcing
• Business Process outsourcing
• Application Service Provision
• Knowledge Process Outsourcing

• IT Services versus Technology components
• Stability versus Responsiveness
• Quality of Service versus Cost of Service
• Reactive versus Proactive

• Business value
• Baselines
• Vision, mission, goals, objectives, CSF, KPI, metrics and measurements
• Types of metrics technology metrics, process metrics, service metrics

• Define the market
• Develop the offerings
• Develop strategic assets
• Prepare for execution

• Service Level Management SLM

• Service Catalogue Management
• Availability Management,
• Information Security Management ISM,
• Supplier Management

• Change ManagementState the objectives, business value, basic concepts and interfaces for:
• Service Asset and Configuration Management SACM Release and Deployment Management

• Incident Management SO 4.2
• State the objectives, business value, basic concepts and interfaces for:
• Event Management
• Request Fulfilment
• Problem Management

• The Technical Management function
• The Application Management function
• The IT Operations Management function IT Operations Control and Facilities Management
• The recommended number of study hours for this unit is 1 hour.

• Account for the role and the responsibilities of the
• Process owner
• Service owner