|
ITIL Exam Preparation Course
Introduction
ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.
|
Course Code
|
Duration
|
Prerequisite
|
|
AITIL
|
18 Hours
|
|
|
Section
|
Contents
|
|
1. The ITIL Qualification Scheme:
professional qualifications for ITIL
practices for Service Management
|
Three levels of qualification
Qualifications bodies
The ITIL Foundation certificate in IT
Service Management 6
About this publication
|
|
2 .Service Management as a practice
|
|
Services
Service Management
Resources and capabilities
Utility and warranty
Service Packages
Service Model and composition
Processes, functions and roles
Good practice
Sample questions and answers
|
|
|
|
The ITIL Service Management Practices
The Service Lifecycle
Sample question and answer
|
|
|
|
State the purpose of an organizational element
|
Goals and objectives
Scope
Value creation
Key principles
Processes
Sample questions and answers
|
|
|
|
|
Goals and objectives
Scope
Business value
Key principles
Processes
Sample questions and answers
|
|
|
|
|
Goals and objectives
Scope
Business value
Key principles
Processes
Sample questions and answers
|
|
|
|
|
Goals and objectives
Scope
Business value
Key principles
Processes
Functions
Sample questions and answers
|
|
|
8. Continual Service Improvement
|
|
|
Goals and objectives
Scope
Business value
Key principles
Processes
Sample questions and answers
|
|
|
9.Service Management Technology
|
|
|
Use of technology
Generic requirements
Service Automation
Service Analytics
Sample questions and answers
|
|
|
10. How it all fits together
|
|
|
Key links, inputs and outputs
Strategy implementation
Specialization and coordination
Monitoring and control
Continual Service Improvement
|
program and project management.
|
|
11. The examination and exam
preparation
|
|
|
|
The examination
Exam preparation
|
|
|
12. Sample ITIL version 3 Foundation
examination
|
|
|
Sample questions
Answers to sample questions
|
|
|
