ITIL® v3 (2011) Foundation Practice Exam

ITIL® v3 (2011) Foundation Practice Exam

The ITIL® v3 (2011) Foundation certification from PeopleCert is a globally recognized qualification which provides a basic understanding of the ITIL framework, its core concepts, and best practices for IT service management (ITSM). It introduces the foundational principles of ITIL v3 and covers the essentials of the service lifecycle, which includes various stages like the Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. This certification is designed for individuals seeking to enhance their understanding of effective IT service management, improve efficiency in IT services, and align IT services with business needs.
Why is ITIL® v3 (2011) Foundation important?

• Introduces essential concepts for managing IT services.
• Offers strategies to streamline service delivery and operational processes.
• Focuses on aligning IT services with organizational objectives.
• Based on ITIL best practices widely used across the IT industry.
• Often required for more advanced ITIL certifications and career advancement in ITSM.

Who should take the ITIL® v3 (2011) Foundation Exam?

• IT Support Staff
• Service Desk Analyst
• IT Project Manager
• Network Administrators
• IT Service Manager
• Business Process Analyst

Skills Evaluated

Candidates taking the certification exam on the ITIL® v3 (2011) Foundation is evaluated for the following skills:

• ITIL terminology and structure.
• Every stage of the service lifecycle.
• Using ITIL for continual service improvement.
• Fundamentals of managing and resolving IT issues.
• Align IT services with customer expectations.

ITIL® v3 (2011) Foundation Certification Course Outline
The ITIL® v3 (2011) Foundation Certification covers the following topics -

Module 1. Service strategy

• Explain the concept of best practices in the public domain.

• Explain and explain why ITIL is successful.

• The concept of a service.

• The concept of internal and external customers.

• The concept of internal and external services.

• The concept of service management.

• The concept of IT service management.

• The concept of stakeholders in service management.

• Define processes and functions.

• Describe the process model and the characteristics of processes.

• Explain the structure of the ITIL service lifecycle.

• The purpose, objectives, and scope of service strategy.

• Briefly explain what value service strategy provides to the business.

• Utility and warranty.

• Assets, resources, and capabilities.

• Governance.

• Business case.

• Risk management.

• Supplier.

• Types of services.

• Outcomes.

• Patterns of business activity.

• Customers and users.

• Describe value creation through services.

• The service portfolio.

• Service portfolio management.

• Financial management for IT services.

• Business relationship management.

• Service automation helps in service management processes.

Module 2. Service design

• The purpose, objectives, and scope of service design.

• What value service design provides to the business.

• Service catalogue (both two-view and three-view types).

• Service level agreement (SLA).

• Operational level agreement (OLA).

• Underpinning contract.

• Service design package.

• Availability.

• The relevance of people, processes, products, and partners for service management.

• The five major aspects of service design.

• The role and the responsibilities of the Process owner, Process manager, Process practitioner, Service owner.

• Identify  the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining the organizational structure.

• Service solutions for new or changed services.

• Management information systems and tools.

• Technology architectures and management architectures.

• The processes required.

• Measurement methods and metrics.

• Service level management (SLM).

• Service-based SLA.

• Multi-level SLAs.

• Service level requirements (SLR).

• SLA monitoring (SLAM) chart.

• Service review.

• Service improvement plan (SIP).

• The relationship between SLM and BRM.

• Service catalogue management.

• Availability management.

• Service availability.

• Component availability.

• Reliability.

• Maintainability.

• Serviceability.

• Vital business functions (VBF).

• Information security management (ISM).

• Information security policy.

• Supplier management.

• 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 coordination.

Module 3. Service transition

• The purpose, objectives, and scope of service transition.

• What value service transition provides to the business.

• Service knowledge management system (SKMS).

• Configuration item (CI).

• Configuration management system.

• Definitive media library (DML).

• Change.

• Change types (standard, emergency and normal).

• Release policy.

• Change proposals.

• Change management.

• Types of change request.

• Change models.

• Remediation planning.

• Change advisory board/emergency change advisory board.

• Lifecycle of a normal change.

• Release and deployment management.

• Four phases of release and deployment.

• Knowledge management.

• Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS.

• Service asset and configuration management (SACM).

• Transition planning and support.

Module 4. Service operation

• The purpose, objectives, and scope of service operation.

• What value service operation provides to the business.

• Event.

• Alert.

• Incident.

• Impact, urgency, and priority.

• Service request.

• Problem.

• Workaround.

• Known error.

• Known error database.

• The role of communication in service operation.

• Incident management.

• Problem management.

• Event management.

• Request fulfillment.

• Access management.

• The service desk function.

• The technical management function.

• The application management function.

• The IT operations management function.

Module 5. Continual service improvement

• The main purpose, objectives, and scope of continual service improvement.

• What value continual service improvement provides to the business.

• CSI register.

• The Deming Cycle (plan, do, check, act).

• The continual service improvement approach.

• The role of measurement for continual service improvement.

• Relationships between Critical Success Factors (CSF) and Key-Performance Indicators (KPI).

• Baselines.

• Types of metrics (technology metrics, process metrics, service metrics).

• The seven-step improvement process.