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. Define and explain the concept of IT service management, service, internal and external customers, internal and external services, stakeholders in service management and process model and the characteristics of processes.

Understand the value of the ITIL service lifecycle, how the processes integrate with each other, throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle.

Define some of the key terminology and explain the key concepts of service management such as Utility and warranty, Assets, resources and capabilities, Service portfolio, Service catalogue, Governance, Business case, Risk management, Service provider, Supplier, Service level agreement, Operational level agreement (OLA), Underpinning contract, Service design package, Availability, Service knowledge management system (SKMS), Configuration item (CI), Configuration management system, Definitive media library (DML), Change, Change types (standard, emergency and normal), Event, Alert, Incident, Impact, urgency and priority, Service request, Workaround, Known error, Known error database (KEDB), The role of communication in service operation, Release policy, Types of services, Change proposals, CSI register, Outcomes, Patterns of business activity, Customers and users, The Deming Cycle (plan, do, check, act).

Comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management. Candidates will learn:-

• Service Strategy
• Service Design
• Continual Service Improvement

Understand how the service management processes contribute to the ITIL service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes, and to state the purpose, objectives and scope for eighteen of the remaining processes.

• Service Strategy
• Service Design
• Service Transition
• Service operation

Explain the role, objectives and organizational structures of the service desk function, and to state the role, objectives and overlap of three other functions.

Understand the roles and responsibilities of Process Owner, Process Manager, Process Practitioner and Service Owner. Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.

Understand how service automation assists with expediting service management processes

There are no formal criteria or pre-requisites for candidates wishing to attend an accredited ITIL® Foundation course, though some familiarity with IT terminology and an appreciation of their own business environment is strongly recommended

This unit is aiming to help the candidate to pass the ITIL® Foundation exam.