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Professional Qualifications for

ITIL® PRACTICES FOR SERVICE MANAGEMENT

The ITIL Foundation Certificate in IT Service Management SYLLABUS

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THE ITIL FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT
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 coreprinciples 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. 

Target Group
The target group of the ITIL Foundation certificate in IT Service Management is drawn from: • • Individuals who require a basic understandingof 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 businessprocess owners. 

Learning Objectives
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)

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Foundation syllabus
The syllabus will guide the design, development and use of training materials as well as training aimed at raising individual’s understanding of, and competence in, IT service management as described in the ITIL Service Strategy, ITIL Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual ServiceImprovement, ITIL Introduction and ITIL Glossary publications. The syllabus has been designed with ease of reference, extensibility and ease of maintenance in mind. Candidates for the ITIL Foundation certificate in IT service management have to complete all units and successfully pass the corresponding examination to achieve certification. Training providers are free to structure and organize theirtraining in the way they find most appropriate, provided the units below are sufficiently covered. It is strongly recommended that training providers do not structure their courses by simply following the order of the training units as described in this document. It has been designed to be flexible so that training providers can add value as appropriate. The recommended number of study days is 3when taught in a classroom environment, which can include the final exam. The units cover the topics listed. Unit ITILFND01 Content 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. Specifically, candidates must be able to: 01-1. Describe the concept...