ITIL v3 Foundations Exam Facts and Breakdown

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ITIL v3 Foundations Exam

ITIL v3 Foundations Exam Format:

The ITIL v3 Foundations Exam is the first step in the ITIL v3 certification scheme. This initial certification will give you a basic overview of the methodology and techniques which make up the ITIL service lifecycle. You will also gain an understanding of the connection between lifecycle stages, procedures and what they mean for service management practices.

Are You Eligible for the ITIL v3 Foundations Exam?

This exam is meant for people who:

  • Want a basic overview of the ITIL framework
  • Want to see how ITIL can be utilized to improve IT service management in their business
  • IT workers who are currently using ITIL
  • Employees who are working on service improvement projects

That being said this certification is available for anyone who feels as if it may benefit them.

As of this post, and since 2018, PeopleCert is the only authorized exam provider for ITIL v3 Foundations exam and all other ITIL exams
As of this post, and since 2018, PeopleCert is the only authorized exam provider for ITIL v3 Foundations exam and all other ITIL exams

ITIL v3 Foundations Exam Characteristics:

  • PeopleCert provides the ITIL Exams
  • Multiple choice questions.
  • 40 questions.
  • 26 out of 40, 65% needed to pass.
  • 60 minutes to complete the exam.
  • Closed book.

ITIL v3 Foundation Exam Syllabus.

You can find the official syllabus on the AXELOS website or purchase the official ITIL foundation exam book at Axelos, Amazon, or another bookstore. The below syllabus has been reorganized to more accurately follow the service lifecycle and reflect the subject matter in a more understandable fashion.

ITIL v3 Foundations exam Service Strategy

Service Strategy (SS):

  • Explain best practices within the public domain
  • Explain why ITIL has been successful
  • Explain what is meant by the idea of a service
  • Explain the idea of internal and external customers
  • Explain the idea of internal and external services
  • service management
  • Explain the idea of IT service management
  • Explain the idea of stakeholders in service management
  • Explain what processes and functions are.
  • Describe the process model and features of processes
  • Explain the format of the ITIL service lifecycle.
  • Describe the scope, purpose, and goals of ITIL service strategy
  • Explain the value service strategy brings to the business
  • Define and explain the difference in warranty and utility
  • Describe assets, resources, and capabilities.
  • governance.
  • Identify business case.
  • Describe risk management.
  • Explain provider.
  • Describe types of services.
  • Explain the results.
  • Define modes of business enterprises.
  • Describe customers and users.
  • Explain how value is created by services.
  • Define the service portfolio.
  • Describe Service portfolio control.
  • Explain financial control for IT services.
  • Define business association control.
  • Describe the way service automation helps with hastening the service management processes.

Service Design (SD):

  • Describe the scope, purpose, and goals of service design.
  • Give a short explanation of what service design does for the business.
  • Explain the Service Catalog
  • Define service level agreements (SLAs)
  • Define operational level agreements (OLAs)
  • Describe underpinning contracts
  • Explain the service design package (SDP)
  • Define availability
  • Recognize the significance of the 4Ps of Service Design (people, processes, products, and partners) for service management
  • Explain the 5 significant parts of service design
  • Describe the job and functions of the process owner, process manager, process practitioner and service owner
  • Identify the RACI (responsible, accountable, consulted, informed) model and describe its function in defining the organization’s structure
  • Understand the idea of service solutions for new or altered services
  • management information systems and devices
  • Understand the idea of Technology architectures and management architectures
  • Know the processes required for Service Design
  • Understand measurement techniques and metrics
  • Describe service level management (SLM)
  • Explain service-based SLA
  • Define multi-level SLA’s
  • Describe service level requirements (SLR)
  • Explain service monitoring (SLAM) chart
  • Clarify service review
  • Define service improvement plan (SIP)
  • Know the relationship between SLM and BRM
  • Describe service catalog management
  • Define availability management
  • Explain service availability
  • Clarify component availability
  • Describe Reliability
  • Define Maintainability
  • Know serviceability
  • Explain Vital business functions (VBF.)
  • Define Information security management (ISM.)
  • Describe Information security policy
  • Explain Supplier management
  • Identify Supplier categories
  • Define Capacity management
  • Describe Capacity plan
  • Describe Business capacity governance
  • Explain Service capacity control
  • Describe Component capacity control
  • Define IT service continuity control
  • Know the purpose of business impact analysis (BIA)
  • Describe Risk assessment
  • Explain Design coordination

Service Transition (ST):

  • Describe the scope, purpose, and goals of service transition
  • Describe what service transition does for a business
  • Define the Service knowledge management system (SKMS.)
  • Define a Configuration item (CI.)
  • Describe the Configuration management system
  • Describe the Definitive media library (DML.)
  • Explain Change
  • Identify change types (Standard, emergency and routine.)
  • Describe Release policy
  • Define Change proposals
  • Explain Change management
  • Describe change request types
  • Describe change models
  • Define Remediation planning
  • Define the functions of the change advisory board/emergency change advisory board
  • Explain the Lifecycle of routine change
  • Describe Release and deployment management
  • Identify the Four steps of release and deployment
  • Describe Knowledge management
  • Data to information to knowledge to wisdom (DIKW) & SKMS
  • Define service asset and configuration management (SACM)
  • Explain Transition planning and support

Service Operation (SO):

  • Describe the scope, purpose, and goals of service operation
  • Describe what service operation does for a business
  • Define Event
  • Define Alert
  • Define Incident
  • Explain Impact, urgency, and priority
  • Define Service request
  • Define Problem
  • Describe a Workaround
  • Describe a Known error
  • Explain the Known error database
  • Know the function of communication in service operations
  • Describe Incident management
  • Describe Problem management
  • Explain Event management
  • Describe Request fulfillment
  • Describe Access management
  • Explain the service desk function
  • Explain the technical management function
  • Explain the application management function
  • Explain the IT operations management function
ITIL v3 Foundations exam CSI

Continual Service Improvement (CSI):

  • Describe the scope, purpose, goals of CSI
  • Explain what CSI does for the business
  • Define the CSI register
  • Define the Deming Cycle (Plan, do, check, act.)
  • Describe the CSI approach
  • Explain the role of metrics for CSI
  • Describe the connections between critical success factors (CSF) and key performance indicators (KPI)
  • Define baselines
  • Explain the types of metrics (technology, process, and service metrics.)
  • Describe the seven steps of the improvement process

In conclusion:

The ITIL v3 Foundations exam does require some study but is not overly difficult. The important thing is just to understand the "foundational" information. We would also like to note that ITIL v4 Foundations is now available along with a bridge from v3 to v4.

If you have any questions or comments, feel free to leave them below. You can also contact us with any questions from our Contact US page.



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