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Exam Objectives

Exam Objectives

These exam objectives are © Crown Copyright 2010, and reproduced under license from OGC. Please check the Official ITIL Site for the most up to date ITIL V3 Foundation Certificate Syllabus.

The letters and numbers at the end of each line item below correspond with the title and section of the ITIL core publication that is being tested. For example, “Describe the concept of Good Practice (SS 1.2.2)” means that you can learn about the concept of a Good Practice by reading section 1.2.2 of the Service Strategy publication. For students not wishing to purchase the five ITIL core publications, Jill Knapp’s book/DVD set ITIL V3 Foundation Exam Video Mentor covers all syllabus points below in detail.

Learning Objectives

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)

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.

Specifically, candidates must be able to:

  • 01-1. Describe the concept of Good Practice (SS 1.2.2)
  • 01-2. Define and explain the concept of a Service (SS 2.2.1)
  • 01-3. Define and explain the concept of Service Management (SS 2.1)
  • 01-4. Define Functions and Processes (SS 2.3, 2.6.1, SD 2.3, SD 3.6.4, ST 2.3, SO 2.3, 3.1, CSI 2.3)
  • 01-5. Explain the process model and the characteristics of processes (SD 2.3.2, 3.6.4)

The Service Lifecycle

The purpose of this unit is to help the candidate to understand the value of the Service Lifecycle, how the processes integrate with each other, throughout the Lifecycle and explain the objectives and business value for each phase in the Lifecycle.

Specifically, candidates must be able to:

  • 02-2. Describe the structure, scope, components and interfaces of the Service Lifecycle (SS 1.2.3 All )
  • 02-3. Account for the main goals and objectives of Service Strategy (SS 1.3)
  • 02-4. Account for the main goals and objectives of Service Design (SD 2.4.1, SD 3.1)
  • 02-5. Briefly explain what value Service Design provides to the business (SD 2.4.3)
  • 02-6. Account for the main goals and objectives of Service Transition (ST 2.4.1)
  • 02-7. Briefly explain what value Service Transition provides to the business (ST 2.4.3)
  • 02-8. Account for the main goals and objectives of Service Operations (SO 2.4.1)
  • 02-9. Briefly explain what value Service Operation provides to the business (SO 2.4.3 1st para, SO 1.2.3.4)
  • 02-10. Account for the main goals and objectives of Continual Service Improvement (CSI 2.4.1, 2.4.2)

Generic Concepts and Definitions

The purpose of this unit is to help the candidate to define some of the key terminology and explain the key concepts of Service Management.

Specifically, candidates must be able to define and explain the following key concepts:

  • 03-1. Utility and Warranty (SS 2.2.2 )
  • 03-2. Resources, Capabilities and Assets (SS 3.2.1)
  • 03-3. Service Portfolio (SS 4.2.3, SD 3.6.2 – to end of 1st bullet list)
  • 03-4. Service Catalogue (Business Service Catalogue and Technical Service Catalogue) (SS 4.2.3.1, SD 4.1.4)
  • 03-5. The role of IT Governance across the Service Lifecycle (CSI 3.10 All)
  • 03-6. Business Case (SS 5.2.1 Intro, CSI 4.4.1)
  • 03-7. Risk (SS 9.5.1, CSI 5.6.3)
  • 03-9. Service Provider (the candidate is not expected to know the detail of each of the three types of Service Providers) (SS 3.3 Intro only, not 3.3.1, 3.3.2, 3.3.3)
  • 03-10. Supplier (SD 4.2.4, 4.7.2)
  • 03-11. Service Level Agreement (SLA) (SD 4.2.4, 4.2.5.1)
  • 03-12. Operational Level Agreement (OLA) (SD 4.2.4)
  • 03-13. Contract (SD 4.7.5.1)
  • 03-14. Service Design Package (SD Appendix A)
  • 03-15. Availability (SD 4.4.4)
  • 03-16. Service Knowledge Management System (SKMS) (ST 4.7.4.2)
  • 03-17. Configuration Item (CI) (ST 4.3.4.2)
  • 03-18. Configuration Management System (ST 4.3.4.3 )
  • 03-19. Definitive Media Library (DML) (ST 4.3.4.3)
  • 03-20. Service Change (ST 4.2.2)
  • 03-21. Change types (Normal, Standard and Emergency) (ST 4.2.6.1, 4.2.4.5, 4.2.6.9)
  • 03-22. Release Unit (ST 4.4.4.1)
  • 03-23. Concept of Seven R’s of Change Management (ST 4.2.6.4); no requirement to learn list
  • 03-24. Event (SO 4.1 1st para)
  • 03-25. Alert (SO Glossary)
  • 03-26. Incident (SO 4.2)
  • 03-27. Impact, Urgency and Priority (SO 4.2.5.4, 4.4.5.4)
  • 03-28. Service Request (SO 4.3)
  • 03-29. Problem (SO 4.4)
  • 03-30. Workaround (SO 4.4.5.6)
  • 03-31. Known Error (SO 4.4.5.7)
  • 03-32. Known Error Data Base (KEDB) (SO 4.4.7.2)
  • 03-33. The role of communication in Service Operation (SO 3.6)
  • 03-34. Service Assets (SS 3.2)
  • 03-35. Release policy (ST 4.1.4.2)

Key Principles and Models

The purpose of this unit is to help the candidate to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management.

Specifically, candidates must be able to:

Service Strategy

  • 04-2. Describe basics of Value Creation through Services (SS 3.1.1, 3.1.2)

Service Design

  • 04-3. Understand the importance of People, Processes, Products and Partners for Service Management (SD 2.4.2)
  • 04-4. Understand the five major aspects of Service Design (SD 2.4.2):
    • Service Portfolio Design
    • Identification of Business Requirements, definition of Service Requirements and design of Services
    • Technology and architectural design
    • Process design
    • Measurement design

Continual Service Improvement

  • 04-8. Explain the Plan, Do, Check and Act (PDCA) Model to control and manage quality (CSI 3.6, 5.5.1, Fig 5.6)
  • 04-9. Explain the Continual Service Improvement Model (CSI 2.4.4, Fig 2.3)
  • 04-10. Understand the role of measurement for Continual Service Improvement and explain the following key elements:
    • The role of KPIs in the Improvement Process (CSI 4.1.2)
    • Baselines (CSI 3.7.1)
    • Types of metrics (technology metrics, process metrics, service metrics) (CSI 4.1.2)

Processes

The purpose of this unit is to help the candidate understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities and challenges for five of the core processes, and to state the objectives and some of the basic concepts for thirteen of the remaining processes including how they relate to each other.

The list of activities to be included from each process is the minimum required and should not be taken as an exhaustive list.

Specifically, candidates must be able to:

Service Strategy

State the objectives and basic concepts for:

  • 05-21. Demand Management (SS 5.5). The following list must be covered:
    • Challenges in managing demand for Services (SS 5.5.1)
    • Activity-based Demand Management (Patterns of business activity (PBAs) (SS 5.5.2)
    • Business activity patterns and user profiles (SS 5.5.3)
  • 05-22. Financial Management (SS 5.1 Intro, 5.1.2 Intro)
    • Business case

Service Design

Explain the high level objectives, basic concepts, process activities and relationships for:

  • 05-31. Service Level Management (SLM) (SD 4.2.1, 4.2.2, 4.2.5, 4.2.5.1 - 9, CSI 3.5). The following list must be covered:
    • Service-based SLA
    • Multi-level SLAs
    • Service level requirements (SLRs)
    • SLAM chart
    • Service review
    • Service improvement plan (SIP)

State the objectives and basic concepts for:

  • 05-41. Service Catalogue Management (SD 4.1 Intro, 4.1.1, 4.1.4)
  • 05-42. Availability Management (SD 4.4.1, 4.4.4)
    • Service availability
    • Component availability
    • Reliability
    • Maintainability
    • Serviceability
  • 05-43. Information Security Management (ISM) (SD 4.6 Intro, 4.6.1, 4.6.4 )
    • Security framework (SD 4.6.4.1)
    • Information security policy (SD 4.6.4.2)
    • Information security management system (ISMS) (SD 4.6.4.3)
  • 05-44. Supplier Management (SD 4.7 Intro, 4.7.1) • Supplier Contract Database (SCD) (SD 4.7.4)
  • 05-45. Capacity Management (SD 4.3.1, 4.3.4)
    • Capacity plan
    • Business capacity management
    • Service capacity management
    • Component capacity management
  • 05-46. IT Service Continuity Management (SD 4.5.1, 4.5.4)
    • Business Continuity Plans
    • Business Continuity Management
    • Business Impact Analysis
    • Risk Analysis

Service Transition

Explain the high level objectives, basic concepts, process activities and relationships for:

  • 05-51. Change Management (ST 4.2)
    • Types of change request (ST 4.2.4.3, Table 4.3)
    • Change process models and workflows (ST 4.2.4.4)
    • Standard change (ST 4.2.4.5)
    • Remediation Planning (ST 4.2.5)
    • Change Advisory Board / Emergency Change Advisory Board (ST 4.2.6.8)
  • 05-52. Service Asset and Configuration Management (SACM) (ST 4.3.1, 4.3.4, 4.3.5) to include:
    • The Configuration Model
    • Configuration items
    • Configuration Management System (CMS)
    • Definitive Media Library
    • Configuration baseline

State the objectives and basic concepts for:

  • 05-61. Release and Deployment Management (ST 4.4.1, 4.4.4)
  • 05-62. Knowledge Management (ST 4.7 Intro, 4.7.1, 4.7.4)
    • DIKW & SKMS

Service Operation

Explain the high level objectives, basic concepts, process activities and relationships for:

  • 05-71. Incident Management (SO 4.2, Fig 4.2)
  • 05-72. Problem Management (SO 4.4, Fig 4.4), not PM techniques

State the objectives and basic concepts for:

  • 05-81. Event Management (SO 4.1 Intro, 4.1.1, 4.1.4)
  • 05-82. Request Fulfillments (SO 4.3 Intro, 4.3.1, 4.3.4)
  • 05-83. Access Management (SO 4.5 Intro, 4.5.1, 4.5.4)

Functions

The purpose of this unit is to help the candidate to explain the role, objectives and organizational structures of the Service Desk function, and to state the role, objectives and overlap of three other functions.

Specifically, candidates must be able to:

  • 06-1. Explain the role, objectives and organizational structures for
    • The Service Desk function (SO 6.2)
  • 06-2. State the role, objectives and organizational overlap of:
    • The Technical Management function (SO 6.1, 6.3 Intro, 6.3.1, 6.3.2)
    • The Application Management function (SO 6.5 Intro, 6.5.1, 6.5.2)
    • The IT Operations Management function (IT Operations Control and Facilities Management) (SO 6.4 Intro, 6.4.1, 6.4.2)

Roles

The purpose of this unit is to help the candidate to account for and to be aware of the responsibilities of some of the key roles in Service Management.

Specifically, candidates must be able to:

  • 07-1. Account for the role and the responsibilities of the
    • Process owner (SD 6.4 Intro, 6.4.1)
    • Service owner (CSI 6.1 Intro, 6.1.4)
  • 07-2. Recognize the RACI model and explain its role in determining organizational structure. (SD 6 Intro, CSI 6.2 – not RASI-VS or RASCI)

Technology and Architecture

The purpose of this unit is to help the candidate to

  • 08-2. Understand how Service Automation assists with integrating Service Management processes (SS 8.1)

ITIL Qualification Scheme

The purpose of this unit is to help the candidate to

  • 09-1. Explain the ITIL Qualification scheme, distinguish between the purposes of the two intermediate streams, mention the included certificates, ITIL Expert and ITIL Master, and understand the different options for further training.

Mock Exam

The purpose of this unit is to help the candidate to pass the ITIL Foundation exam.

Specifically, candidates must:

  • 10-1. Sit minimum one ITIL Foundation mock exam.
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