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ITIL 2011 FoundationLesson PlanDelivery:e-LearningMock Exam:Included in Course (x2)Certificate:Examination (included)Duration:16 hours and 30 minutes, self-pacedAccredited By:PeopleCertLanguage:English

ITIL 2011 Foundation - Lesson PlanThis Lesson PlanContentsThis lesson plan provides you with all the informationabout the ITIL Foundation e-learning course. Before youbegin your studies, please read through this documentto help you plan your studying and revision activities.Welcome3The Course3Who will benefit from this course?3Good luck!Course Materials3Exercises/Personal Revision4Tutor SupportQuizzes4Contact your tutor at any point during the course [email protected] Exams4Taking the ITIL Foundation Exam4Technical SupportWhat does the ITIL Foundation Exam Consist of?4UK 44(0) 8435 235 096USA 1(917) [email protected] to Get Help from our ITIL Trainer and Mentor4Detailed Lesson Plan5Module 1: Service Management as a Practice5Module 2: Service Strategy6Module 3: Service Design7Module 4: Service Transition8Module 5: Service Operation9Module 6: Continual Service Improvements10Module 7: Conclusion10Module 8 and 9: The Mock Exams10 Copyright 2014 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: [email protected] Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.2

ITIL 2011 Foundation - Lesson PlanWelcomeWho will Benefit from this Course?Welcome to the ITIL Foundation course. Individuals who require a basic understanding of theITIL framework and how it may be used to enhancethe quality of IT service management within anorganisation. IT professionals that are working within anorganisation that has adopted and adapted ITILwho need to be informed about and thereaftercontribute to an ongoing service improvementprogramme. This may include but is not limited to,IT professionals, business managers and businessprocess owners.The purpose of the ITIL Foundation certificate in ITService Management is to certify that the candidatehas gained knowledge of the ITIL terminology, structureand basic concepts and has comprehended the coreprinciples of ITIL practices for service management.There are 2 objectives of this course. The first is to gainan introductory overview of the Service managementlifecycle, its key processes, roles etc. You also want topass the exam! It is the aim of the course to satisfy both. The course contains a number of videos, with avoiceover commentary. You may stop and start the course whenever youlike. Do not try and cover too much material at once; abenefit of e-learning is that you can take your time. Use the quizzes to check that you have understoodthe previous session. Where you have answeredincorrectly, read the guidance, and then review thattopic again. Use the exercises to further consolidate yourlearning. Remember, this course is not just aboutpassing an exam; it is to give you an awareness ofthe importance of IT Service Management in real-life. The Case Study slides show you how the frameworkmight be used in a fictional organization. Remember you can ask the tutor at any time, and willreceive an email reply within 24 hours.Course MaterialsUpon enrolment in the course you have access to thefollowing materials. A number of video tutorials, comprising colour slideswith voiceover, covering the following 6 modules: Introduction Service Strategy Service Design Service Transition, Service Operation Continual Service Improvement Each module contains additional slides referring to afictional organization, showing how the best practiceframework can be applied to provide businessbenefits. Quiz questions after each module to consolidateand verify that the learning objectives have beenachieved. An explanation is provided for eachquestion. Exercises in a downloadable exercise booklet willhelp you to further consolidate your learning. Suggested answer to the exercises in adownloadable booklet. A downloadable copy of the official Acronymsdocument. A downloadable copy of the official Glossary which isalso available online throughout the course.About The CourseThe ITIL Foundation certificate in IT Service Managementis not intended to enable you to apply the ITIL practicesfor Service Management without further guidance. Youwill study: Service Management as a Practice The ITIL Service Lifecycle Generic Concepts and Definitions Key Principles Selected Processes, Functions and Roles Two official Mock exams, with answers. Technology and Architecture (Awareness) A number of additional downloadable resourceswhich concentrate on a key concept or process. Theset includes: RACI Poster 4P’s Poster Service Lifecycle Poster Copyright 2014 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: [email protected] Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.3

ITIL 2011 Foundation - Lesson PlanExercises/Personal RevisionThere are a number of Exercises which can be used forpersonal revision, to consolidate learning. They also helpto break up the videos.QuizzesEvery module ends with a number of multiple choicequiz questions. These match, as far as is possible, theformat of the official exam, and are intended to beequally challenging. By having these quiz sessions aftereach module, you will gain confidence that you aremeeting the learning objectives.How to Get Help from our ITIL Trainer andMentorFor all enquiries, the Lead Tutor can be reached bye-mail ([email protected]) or if you click a linkfrom the ‘support section’ within the e-learning course.You will receive a response to your ITIL question orquery within 24 hours.Please download the ‘About the Exam’document for more information, and afull description of the process.Mock ExamsWe strongly encourage you to attempt both mock exampapers. The exams are provided using simulated examconditions. Tutor support is available if you are strugglingto achieve a pass mark.Taking the ITIL Foundation ExamUpon completing this course you should be able to preparefor the ITIL Foundation Exam. This can be taken online ata place and time that suits you, using PeopleCert. You cantake the exam on your laptop online at home or in the office,whilst recording the exam session through your webcamand microphone. The recorded video and audio is thenretrospectively reviewed by proctors to check for complianceto exam guidelines. You will receive the final result within 10days by e-mail and postIn order to take the ITIL Foundationlevel exam you will need to purchase the ITIL 2011Foundation Exam (with exam voucher) course. This vouchercan be redeemed when booking your exam online.What does the ITIL Foundation Exam Consist of?This is a multiple choice exam consisting of 40 questionsand there is a time limit of 60 minutes to complete theexam. The exam is closed book - you cannot make use ofany resources or materials during the exam.To pass the exam you must get 26 out of 40 questionscorrect (65%). Copyright 2014 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: [email protected] Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.4

ITIL 2011 Foundation - Lesson PlanDetailed Lesson PlanThe following tables summarise each of the modules, their learning objectives, and the method(s) of delivery. Thetotal studying time required for this course is 16.5 hours.Module 1: Service Management as a Practice (1.5 hours)Upon starting Module 1, you will receive detailed instructions for navigating the e-learning course and how to accesssupport for your studies.Session TitleDurationLearning ObjectiveDelivery MethodIntroduction4 mins (4 slides)IntroductionVideo and VoiceoverServiceManagement as aPractice30 mins (26 slides) Video and VoiceoverQuiz and Exercise The concept of best practices in the public domainWhy ITIL is successfulThe concept of a service and types of serviceInternal and external customersThe concept of internal and external servicesThe concept of service managementThe concept of IT service managementStakeholders in service managementProcesses and functionsThe process model and the characteristics of processesResources and capabilitiesGovernanceRisk management How service automation assists with expediting servicemanagement processesThe role and the responsibilities of the: Process owner Process manager Process practitioner Service owner The responsible, accountable, consulted, informed (RACI)responsibility model and its role in determining organizationalstructure.The structure of the ITIL service lifecycleExercise30 mins(to include review)RACITextCase Study4 mins3 slides, introducing the case study - using the ITIL framework in reallifeText and VoiceoverQuiz25 mins(to include review)11 quiz questions to consolidate learning. Each question has anexplanation provided, and the student may review their answers.Multiple Choice Questions Copyright 2014 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: [email protected] Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.5

ITIL 2011 Foundation - Lesson PlanModule 2: Service Strategy (2 hours)Session TitleDurationLearning ObjectiveDelivery MethodService Strategy32 mins (32 slides) Video and VoiceoverThe purpose, objectives and scope of service strategyOutcomesCustomers and usersPatterns of business activityThe value service strategy provides to the businessUtility and warrantyService portfolioBusiness caseValue creation through servicesThe purpose, objectives and scope for: Service portfolio management Financial management for IT services Business relationship management The relationship between SLM and BRMExercise30 mins(to include review)Utility and WarrantyTextExercise30 mins(to include review)Financial management exerciseTextCase Study6 mins (6 slides)Continues the case-study – using the ITIL framework in real life,showing how the IT strategy supports the business strategy, and howeach of the service strategy processes are involved in this.Video and VoiceoverQuiz25 mins(to include review)10 quiz questions to consolidate learning.Multiple Choice Questions Copyright 2014 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: [email protected] Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.6

ITIL 2011 Foundation - Lesson PlanModule 3: Service Design (2 hours, 40 mins)Session TitleDurationLearning ObjectiveDelivery MethodService Design70 mins (83 slides)The main goals, objectives & value to business of Service Design,including the concepts of Supplier Service level agreement (SLA) Operational level agreement (OLA) Underpinning contract Service design package Availability The importance of people, processes, products and partners forservice management The five major aspects of service design: Service solutions for new or changed service Management information systems and tools Technology architectures and management architectures The processes required Measurement methods and metrics The purpose, objectives, scope, basic concepts, process activitiesand interfaces for service level management. Service-based SLA Multi-level SLAs Service level requirements (SLRs) SLA monitoring (SLAM) chart Service review Service improvement plan (SIP)Video and VoiceoverThe purpose, objectives and scope for Service catalogue management Availability management Service availability Component availability Reliability Maintainability Serviceability Vital business functions (VBF) Information security management (ISM) including the informationsecurity policy Supplier management including supplier categories Capacity management Capacity plan Business capacity management Service capacity management Component capacity management IT service continuity management Purpose of business impact analysis (BIA) Risk assessment Design coordinationExercise40 mins(to include review)Information Security ManagementTextCase Study7 mins (4 slides)Continuing the case-study – using the ITIL framework in real life,showing how the design considers all the aspects of design, and howeach of the service design processes are involved in this.Text and VoiceoverQuiz3x15 mins(to include review)21 quiz questions to consolidate learning. These are split into 3quizzes, spaced throughout the module.Multiple Choice Questions Copyright 2014 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: [email protected] Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.7

ITIL 2011 Foundation - Lesson PlanModule 4: Service Transition (2 hours, 10 mins)Session TitleDurationLearning ObjectiveDelivery MethodService Transition60 mins (51 slides) Video and Voiceover T he purpose, objectives and scope of service transition and itsvalue to the businessService knowledge management system (SKMS)Configuration item (CI)Configuration management system (CMS)Definitive media library (DML)ChangeChange types (standard, emergency and normal)Release policyChange proposals The purpose, objectives, scope, basic concepts, process activitiesand interfaces for Change management including: Types of change request Change models Remediation planning Change advisory board / emergency change advisory board Lifecycle of a normal changeThe purpose, objectives and scope for Release and deployment management including the Fourphases of release and deployment Knowledge management including Data-to-Information-toKnowledge-to-Wisdom (DIKW) and SKMS Service asset and configuration management (SACM) Transition planning and supportExercise20 mins(to include review)Change Management CAB AgendaTextExercise20 mins(to include review)Change Management InterfacesTextCase Study7 mins (5 slides)Continuing the case-study – Using the ITIL framework in real life,showing how each of the service transition processes are requiredfor successful transition.Text and VoiceoverQuiz20 mins(to include review)9 quiz questions to consolidate learning.Multiple Choice Questions Copyright 2014 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: [email protected] Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.8

ITIL 2011 Foundation - Lesson PlanModule 5: Service Operation (4 hours)Session TitleDurationLearning ObjectiveDelivery MethodService Operation60 mins (51 slides) Video and Voiceover T he purpose, objectives and scope of service operation and itsvalue to the business The purpose, objectives, scope, basic concepts, process activitiesand interfaces for: Incident management Problem managementThe purpose, objectives and scope for: Event management Request fulfilment Access managementDefinitions of the following: Event Alert Incident Impact, urgency and priority Service request Problem Workaround Known error Known error database (KEDB)The role of communication in service operationThe role, objectives and organizational structures for The service desk functionThe role and objectives of: The technical management function The application management function with applicationdevelopment The IT operations management function (IT operations controland facilities management)Exercise30 mins(to include review)Logging IncidentsTextExercise30 mins(to include review)Incident Management InterfacesTextExercise30 mins(to include review)The Benefits of Problem ManagementTextExercise30 mins(to include review)Problem Management InterfacesTextExercise30 mins(to include review)The Skills and Attributes Required of Service Desk StaffTextCase Study8 mins (6 slides)Continuing the case-study – Using the ITIL framework in real life,showing how each of the service operation processes are requiredfor successful transition.Text and VoiceoverQuiz30 mins(to include review)14 quiz questions to consolidate learning.Multiple Choice Questions Copyright 2014 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: [email protected] Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.9

ITIL 2011 Foundation - Lesson PlanModule 6: Continual Service Improvement (50 mins)Session TitleDurationLearning ObjectiveDelivery MethodContinual ServiceImprovement63 mins (51 slides) Video and Voiceover T he main purpose, objectives and scope of continual serviceimprovement and its value to the business The purpose, objectives and scope for the seven-stepimprovement processThe continual service improvement approachThe role of measurement for continual service improvement The relationship between critical success factors (CSF) and keyperformance indicators (KPI)BaselinesTypes of metrics Technology metrics Process metrics Service metricsThe CSI registerThe Deming Cycle (plan, do, check, act)Case Study6 mins (5 slides)Concluding the case-study – Using the ITIL framework in real life,showing how continual Service Improvement is used to ensure thatthe service continues to deliver what the business needs.TextQuiz15 mins(to include review)6 quiz questions to consolidate learning.Multiple Choice QuestionsModule 7: Conclusion (10 mins)Session TitleDurationLearning ObjectiveDelivery MethodConclusion10 mins (5 slides) Video and VoiceoverReview of course objectivesExam guidanceThe ITIL qualification schemeModules 8 and 9: The Mock ExamsYou are now ready to sit the 2 mock exams. When you are happy with your performance, you can arrange to sit thereal exam.You should set aside 60 mins plus 30 mins of assessment and revision for each exam, although you can repeat thesession as many times as you wishGood Luck! Don’t forget that at any point in the course if you are having any problems just e-mail your ITIL Tutor:[email protected] and they will respond within 24 hours. Copyright 2014 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: [email protected] Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.10

ITIL 2011 Foundation - Lesson Plan 3 Welcome Welcome to the ITIL Foundation course. 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