ITIL (Information Technology Infrastructure Library)

Certification Level

Topics

ITIL Foundation

There is no prerequisite needed to get this certification.
It is for professionals who are looking to gain a basic understanding
of the ITIL framework. IT is mostly recommended for those IT people
who work with companies that adopted this IT library for their businesses.

ITIL Intermediate Service Lifecycle

One must gain 2 credits from the ITIL Foundation
certification examination.
From a recognized training organization, the student
must have 30 contact hours of instruction for the syllabus.
Two years of ITSM work experience is recommended.

ITIL Managing Across the Lifecycle

The students must have 17 credits representing a balanced study of concepts.
Out of 17, 2 credits from foundation level and at least 15 credits from ITIL
Intermediate Service Lifecycle/Service Capability.
The candidate must have a minimum of 30 hours of formal instruction
from a recognized training organization.

ITIL Expert

The candidate must have a balanced knowledge of ITIL Service Lifecycle.
One must have gained a total of 22 credits - 2 credits from ITIL Foundation, at least 15 credits from ITIL Intermediate comprising up to 6 credits from complementary certifications if required and 5 credits from ITIL MALC.

ITIL Master

One must be an ITIL expert and should have five years of experience
in IT service management in a higher position including managerial,
senior management advisory or leadership roles.
The candidate must be able to provide adequate proof of their
previous experiences where they had direct involvement in implementing ITIL practices.

Subjects

Topics covered

Fundamentals of ITIL

Review of structure and scope of the ITIL Foundation certification
Origins, development and governance
Understanding technology, people, process, and partners
Defining the concept of IT Service management

Five Core Processes of ITIL

Service design
Service strategy
Service operation
Service transition
Continual service improvement

Understanding the Concept of
Service Management as a Practice

Managing the effective development of new services
and the enhancement of existing ones.
It includes detailed concepts of - service management functions, roles, and processes.

The Service Lifecycle

Managing design, development and utilization of services.
Service design and business utility and warranty.
Integration of IT and the business.

Key Principles and Models of ITIL

Service Strategy: The three types of service providers including position,
perspective, position, plan or pattern
Service Design: Service portfolio design
Technology design
Insourcing, outsourcing and partnership
Process design
Service Transition: The V model

asset and configuration management
conceptual understanding of business value,
Service Operation: Quality of service vs. cost of service

Continual Service Improvement

Understanding business mission,
goals and objectives

The Roles in Service Management

Strategic assets
Defining the market
Service level management
Information security management
Supply management

Service Management Functions and Roles

Outlining IT organization functions
Technical management function
Service desk function
IT Operations function
Service owner
Process owner

Defining Service Roles

Service transition roles.
Service design roles.
Service operation roles.
Continual service improvement roles.