THE ITIL FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT

Cognex Technology is Chennai's IT Training, IT services & Network security projects Company, offering a wide array of solutions customized for a range of key verticals and horizontals in the IT industry. 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 core principles 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. 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) Service Lifecycle (Comprehension) Key Principles and Models (Comprehension) Generic Concepts (Awareness) Selected Processes (Awareness) Selected Roles (Awareness) Selected Functions (Awareness) Technology and Architecture (Awareness) ITIL Qualification scheme (Awareness)

Target Group The target group of the ITIL Foundation certificate in IT Service Management is drawn from: 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 program. This may include but is not limited to, IT professionals, business managers and business process owners. Syllabus The syllabus will guide the design, development and use of training materials as well as training aimed at raising individuals understanding of, and competence in, IT Service Management as de scribed in the ITIL Service Strategy, ITIL Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual Service Improvement, 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.

Unit No: 27, 4th Floor, Modern Towers, West cott road, Royapettah - 600014, Tel: 044-32473041 Mail Id: info@cognextech.com & Website: http://www.cognextech.com/

Unit ITIL FND01

Content Service Management as a practice The purpose of this unit is to help the candidate to define Service and to Comprehend and explain the concept of Service Management as a practice. Concept of Good Practice Concept of a Service Concept of Service Management Distinguish between Functions, Roles and Processes Explain the process model Characteristics of processes

ITIL FND02

The Service Lifecycle The purpose of this unit is to help the candidate to understand the Service Lifecycle and explain the objectives and business value for each phase in the Lifecycle. Brief of Service Lifecycle The structure, scope, components and interfaces of the ITIL Library Goals and objectives of Service Strategy Value of Service Strategy provided to the business. Goals and objectives of Service Design Value of Service Design provided to the business. Goals and objectives of Service Transition Value Service Transition provides to the business Goals and objectives of Service Operations Value Service Operation provides to the business Goals and objectives of Continual Service Improvement Value Continual Service Improvement provides to the business. Difference between V2 & V3

Key Principles, process and Models The purpose of this unit is to help the candidate to comprehend and account for the key principles, process and models of Service Management and to balance some of the opposing forces within Service Management. Unit No: 27, 4th Floor, Modern Towers, West cott road, Royapettah - 600014, Tel: 044-32473041 Mail Id: info@cognextech.com & Website: http://www.cognextech.com/

ITILFND03 Service Strategy Introduction to Service Strategy Basic Concepts Principles of Service Strategy Service Value Service Assets Types of Service Providers

Four main activities in the Service Strategy process Define the market Develop the offerings Develop strategic assets Prepare for execution Processes in Service Strategy ITILFND04 Service Design Introduction to Service Design Design of Service solutions Service portfolio Architecture Measurement Systems & Metrics Basic Concepts 4 Ps of Service Design 5 aspects of Service Design Delivering options for IT Services Requirements and design of Services Technology and architectural design Process design Measurement design Service Portfolio Management (SPM) Demand Management Financial Management

Process in Service Design Service Level Management (SLM)

Unit No: 27, 4th Floor, Modern Towers, West cott road, Royapettah - 600014, Tel: 044-32473041 Mail Id: info@cognextech.com & Website: http://www.cognextech.com/

 ITILFND05

Service Catalogue Management Availability Management Information Security Management (ISM) Supplier Management Capacity Management IT Service Continuity Management

Service Transition Introduction to Service Transition Basic Concepts Activities of Service Transition Transition Planning and Support Processes in Service Transition ITILFND06 Service Operation Introduction to Service Operations Basic Concepts IT Services versus Technology components Stability versus Responsiveness Quality of Service versus Cost of Service Reactive versus Proactive Communication Change Management Service Asset and Configuration Management (SACM) Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management

Processes in Service Operation Incident Management Event Management Request Fulfillment Problem Management Access Management IT operations Other operational Activities

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ITILFND07 Continual Service Improvement Introduction to Continual Service Improvement Goals & Objectives Basic Concepts The P-D-C-A cycle (Deming Cycle) DIKW model Understand the role of measurement for Continual Service CSI Process Model

Improvement and explain the following key elements: Business value Baselines Types of metrics (technology metrics, process metrics, service metrics) The 7 step improvement process Service Reporting

ITILFND08 Functions The purpose of this unit is to help the candidate to explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and to state the role, objectives and overlap of three other functions. Explain the role, objectives, organizational structures, staffing and metrics of: The Service Desk function. State the role, objectives and organizational overlap of: The Technical Management functions The Application Management function The IT Operations Management function (IT Operations Control and Facilities Management)

ITILFND09 ITIL Qualification scheme The purpose of this unit is to help the candidate to know ITIL Qualification scheme, distinguish between the purposes of the two Unit No: 27, 4th Floor, Modern Towers, West cott road, Royapettah - 600014, Tel: 044-32473041 Mail Id: info@cognextech.com & Website: http://www.cognextech.com/

intermediate streams, mention the included Certificates and diplomas, and understand the different options for further training. ITILFND10 Mock exam The purpose of this unit is to help the candidate to pass the ITIL Foundation exam. Specifically, candidates must: Sit minimum one ITIL Foundation mock exam. Format of the Examination This syllabus has an accompanying examination at which the candidate must achieve a pass score to gain the ITIL Foundation Certificate in IT Service Management. Type Duration Multiple choices, 40 questions Maximum 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes and are allowed the use of a dictionary) Any IT related experience Yes No 65% (26 out of 40) None Online or Paper B Based. Examination agent facility with a proof of education providers

Prerequisite Supervised Open Book Pass score Distinction Score Delivery

NOTE: ITIL V2 CAN BE COVERED ON REQUEST DURATION 2 days 9hrs per day

CERTIFICATION BODY EXIN (or) ISEB

Unit No: 27, 4th Floor, Modern Towers, West cott road, Royapettah - 600014, Tel: 044-32473041 Mail Id: info@cognextech.com & Website: http://www.cognextech.com/