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Foundation Certificate in IT Service Management Version 3
Vendor Name: IT Infrastructure Library (www.itil.org)
Version Number: 3
Date Published: 20-May-2007
Date Retired:
Program Description: 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. Program Outcomes
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Matched Units (with elements listed)
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Unit Elements (and matched outcomes)
| 1. Plan IT system changes | 3 | | 2. Identify technology system change needs | 4 | | 3. Implement change | 3 | | 4. Monitor and review implementation | 3, 8 |
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Unit Elements (and matched outcomes)
| 1. Plan for strategy | 2, 4, 5 | | 2. Investigate the current environment | 4 | | 3. Participate in feedback session | | | 4. Finalise and validate plan | |
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Unit Elements (and matched outcomes)
| 1. Determine support issues | 1, 2 | | 2. Develop client support procedures | 1, 2 | | 3. Provide recommended changes for client support policy | 5, 6 | | 4. Update documented client support policy | 4, 5 |
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Unit Elements (and matched outcomes)
| 1. Determine best practices for equipment and software maintenance | 1, 5 | | 2. Identify resources to provide equipment and software maintenance | 4, 5, 6 | | 3. Revise practices, where appropriate | 6 |
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Unit Elements (and matched outcomes)
| 1. Identify support procedures | 1, 5 | | 2. Undertake support | 5, 6, 7 | | 3. Gather feedback | |
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Download competency document
Unit Elements (and matched outcomes)
| 1. Identify and analyse maintenance needs | 1 | | 2. Identify and analyse IT system components to be maintained | 4 | | 3. Develop servicelevel agreements | 2, 3 | | 4. Formulate maintenance strategy | 4, 5 | | 5. Define client and supplier processes and standards | 1, 4, 5 |
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Download competency document
Unit Elements (and matched outcomes)
| 1. Review service standards | 1 | | 2. Review infrastructure | 4 | | 3. Determine and implement solutions | 7, 8 | | 4. Organise reviews | |
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