Posted: Wed Jun 20, 2007 2:40 pm Post subject: ITIL Foundation Certification Details
I am working REMEDY Platform(BMC Product). REMEDY is a service Management tool.
I would like to take up ITIL certification exams. I just know that there are 3 levels and the base in the Foundation certification exam.
Could you please give me more details on how to
1 register for the exam
2 what is the syllabus for the exam
3 what is the cost to take up the exam.
4 do we hav any training centres in INDIA.
Posted: Mon Jul 02, 2007 7:56 pm Post subject: Re: ITIL Foundation Certification Details
Here is the course content for ITIL Foundation.
1. SERVICE SUPPORT
1.1 Configuration Management
Configuration Items and their relationships; planning control, levels, variants,
models, versions and copies; naming conventions; baselines. Building,
implementing and managing a configuration management database. The
Definitive Software Library (DSL), Definitive Hardware Store (DHS).
1.2 Service Desk
The Service Desk Function and role. Interface between IT and users. Business
Process Support. Local, central and virtual Service Desks. Reporting IT Service
Quality, Structuring the Service Desk.
1.3 Incident Management
The Incident Management Process. First line incident support. Business
Application Support. Designing the incident management process. Coding
systems and use of scripts. Incident record content. Escalation.
1.4 Problem Management
Incidents, problems and known errors. Problem control and prevention; error
control procedures. Coding systems for problem/error categorization impact,
urgency and priority. Proactive Problem Management , Problem solving
1.5 Change Management
Organization of the Change Management function; role of the Change Advisory
Board. Procedures for handling requests for change; priority levels and handling
urgent changes; change authorization. Scheduling, testing, back-out plans and
implementation of changes. Interface with project management.
1.6 Release Management
The Definitive Software Library. Release of software and/or hardware into the
live environment. Distribution of software. Implementation (bringing into service)
of software and/or hardware.
2. SERVICE DELIVERY
2.1 Service Level Management
Planning, negotiating and managing Service Level Requirements and
Agreements; structure and content of typical Service Level Agreements; key
service items. The SLM process; monitoring, reporting & reviewing. Service
Targets. Underpinning contracts and OLAs. Service Improvement Programs
2.2 Capacity Management
Business Capacity Management, Service Capacity Management, Resource
Management. Modeling and simulation; building a capacity management
database; demand management, application sizing, Capacity Planning.
2.3 IT Service Continuity Management
Loss of IT service. Risk analysis and management. IT recovery options: Creating
an ITSCM plan; implementing and testing the plan. Links to Business Continuity
Plans. Return to normal
2.4 Financial Management for IT Services
Budgeting, IT Accounting & Charging. The importance of money as a
management metric. Investment appraisal. Charging policy & pricing methods.
2.5 Availability Management
Planning and maintaining IT services. Recovery of failed systems. Ensuring that
the availability and reliability of IT services to customers is in accordance with
Service Level Agreements. Availability plans. Vital Business Functions (VBF).
Methods & Techniques. Security.
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