How to pass the ITIL Foundation exam

30 de October de 2023

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The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has knowledge of the terminology, structure, and basic concepts of ITIL. In addition, the certificate ensures that the candidate understands the fundamental principles of ITIL practices for service management.

However, it does not aim to train professionals in the application of ITIL practices for Service Management without additional guidance.

To help you succeed and pass the ITIL Foundation exam, I ask you to stay with me and see all the tips raised, as they are very valuable! In summary, it is a good way to succeed. So, let’s go?

Target audience:

The target audience is composed of individuals who need basic knowledge about the ITIL structure and how it can be used to improve the quality of IT service management in a company.
It also includes IT professionals working in a company that has adopted and adapted ITIL and need to be informed about a continuous service improvement program and later contribute to it.

This group may include, but is not limited to, IT professionals, business managers, and especially business process owners.

Learning objectives:

Candidates are expected to have a good understanding of the following items after successfully completing the course and exam component related to this certification:

Service management as a practice (understanding)
ITIL service lifecycle (understanding)
Generic concepts and definitions (awareness)
Key principles and models (understanding)
Selected processes (awareness)
Selected functions (awareness)
Selected roles (awareness)
Technology and architecture (awareness)
Competence and training (awareness)

Certification Teaching Plan:

The teaching plan will guide the design, development, and use of training materials aimed at expanding understanding and competence in IT Service Management, as described in the ITIL publications:

ITIL Service Strategy (SS)
ITIL Service Design (SD)
ITIL Service Transition (ST)
ITIL Service Operation (SO)
ITIL Continual Service Improvement (CSI)
ITIL Introduction and ITIL Glossary.

In other words, the teaching plan was developed to provide ease of reference, extensibility, and ease of maintenance. However, candidates for the ITIL Foundation certificate in IT Service Management must complete all units and pass the corresponding exam to obtain certification.

Training providers are free to structure and organize the plan as they see fit, provided that the units below are adequately covered. It is strongly recommended that training providers not structure their courses based solely on the order of the units described in this document.

It was created to be flexible so that training providers can add value as appropriate. Three days of study are recommended when using the classroom-based teaching model, including the final exam. The units cover the topics below.

Exam format:

This teaching plan includes a correlated exam in which the candidate, according to the requirements, must achieve the necessary passing grade to obtain the ITIL Foundation certificate in IT Service Management.

Unit ITILFND01 – Service Management as a Practice:

The purpose of this unit is to help the candidate define the concept of a service and understand and explain the concept of service management as a practice.

In general, candidates should be able to:

01-1. Describe the concept of best practices in the public domain (ES 2.1.7, Fig. 2.3);
01-2. Describe and explain why ITIL is successful (ES 1.4);
01-3. Describe and explain the concept of a service (ES 2.1.1);
01-4. Define and explain the concept of internal and external customers (ES 3.2.1.2);
01-5. Define and explain the concept of internal and external services (ES 3.2.2.3);
01-6. Define and explain the concept of service management (ES 2.1.2);
01-7. Define and explain the concept of IT service management (ES 2.1.3);
01-8. Define and explain the concept of stakeholders in service management (ES 2.1.5);
01-9. Define processes and functions (ES 2.2.2, 2.2.3.1);
01-10. Explain the process model and process characteristics (ES 2.2.2 Fig. 2.5).

Therefore, the recommended study time for this unit is at least 1 hour and 30 minutes.

ITILFND02 Unit – The ITIL Service Lifecycle

The purpose of this unit is to help the candidate understand the value of the ITIL Service Lifecycle.

For example, how processes relate to each other throughout the lifecycle, and to explain the goals, scope, and business value of each phase in the lifecycle.

Thus, candidates should be able to:

02-2. Describe the structure of the ITIL Service Lifecycle (ES 1. Introduction to 1.1, ES 1.2, Fig. 1.1);
02-3. Explain the purpose, objectives, and scope of Service Strategy satisfactorily (ES 1.1.1, 1.1.2);
02-4. Explain briefly the value that Service Strategy adds to the business (ES 1.1.4);
02-5. Explain the purpose, objectives, and scope of Service Design satisfactorily (DS 1.1.1, 1.1.2);
02-6. Explain briefly the value that Service Design adds to the business (DS 1.1.4);
02-7. Explain the purpose, objectives, and scope of Service Transition satisfactorily (TS 1.1.1, 1.1.2);
02-8. Explain briefly the value that Service Transition adds to the business (TS 1.1.4);
02-9. Explain the purpose, objectives, and scope of Service Operation satisfactorily (OS 1.1.1, 1.1.2);
02-10. Explain briefly the value that Service Operation adds to the business (OS 1.1.4);
02-11. Explain the purpose, objectives, and scope of Continual Service Improvement satisfactorily (CSI 1.1.1, 1.1.2);
02-12. Explain briefly the value that Continual Service Improvement adds to the business (CSI 1.1.4).

It is recommended that this study be covered in other units. However, the proposed study time for this unit is at least 1 hour.

ITILFND03 Unit – Generic Concepts and Definitions

This unit helps the candidate define the main terminology and explains key concepts.

03-1. Utility and warranty (ES 2.1.6);
03-2. Assets, resources, and capabilities (ES 2.2.1);
03-3. Service Portfolio (ES 4.2.4.1, Fig. 4.14);
03-4. Service Catalog (both types of two views and three views) (DS 4.2.4.5, Fig. 4.4, Fig. 4.5);
03-5. Governance (ES 2.3.1);
03-6. Business case (ES 3.6.1.1);
03-7. Risk management (ES 5.6.5.1, 5.6.5.2);
03-8. Service provider (ES 2.1.4);
03-10. Supplier (ES 2.1.5);
03-11. Service Level Agreement (SLA) (DS 4.3.4);
03-12. Operational Level Agreement (OLA) (DS 4.3.4);
03-13. Support contract (DS 4.8.4.2);
03-14. Service design package (DS Appendix A);
03-15. Availability (DS 4.4.4.3);
03-16. Service Knowledge Management System (SKMS) (TS 4.7.4.3);
03-17. Configuration Item (CI) (TS 4.3.4.2);
03-18. Configuration Management System (CMS) (TS 4.3.4.3);
03-19. Definitive Media Library (DML) (TS 4.3.4.4);
03-20. Change (TS 4.2.4.4);
03-21. Types of change (normal, standard, and emergency) (TS 4.2.4.3, 4.2.4.7, 4.2.5.11);
03-24. Event (OS 4.1 1st paragraph);
03-25. Alert (Glossary);
03-26. Incident (OS 4.2 1st paragraph);
03-27. Impact, urgency, and priority (OS 4.2.5.4);
03-28. Service request (OS 4.3 1st paragraph);
03-29. Problem (OS 4.4 1st paragraph);
03-30. Workaround (OS 4.4.5.6);
03-31. Known error (OS 4.4.5.7);
03-32. Known error database (KEDB) (OS 4.4.7.2);
03-33. The role of communication in service operation (OS 3.6);
03-35. Release policy (TS 4.1.4.2);
03-36. Types of service (ES 3.2.2.4, Tab. 3.5);
03-37. Change proposals (TS 4.2.4.6);
03-38. CMS record (CMS 3.4);
03-39. Outcomes (ES 2.1.1);
03-40. Business activity patterns (ES 4.4.5.2);
03-41. Customers and users (ES 2.1.5);
03-42. Deming cycle (Plan, Do, Check, Act) (MCS 3.8, Fig. 2.

It is recommended that this part of the training be carried out in other units.

Unit ITILFND04 – Key Principles and Models

The purpose of this unit is to assist the candidate in understanding and explaining in a good way the key principles and service management models. In addition, it balances some of the opposing forces within service management.

Candidates must be able to:

Service Strategy

04-2. Describe value creation through services (ES 3.2.3, 3.2.3.1, Fig. 3.6, Fig. 3.7, does not include the section on “market perception”).

Service Design (part 1)

04-3. Understand the importance of people, processes, products and partners for service management (DS 3.1.5, Fig. 3.3).

04-4. Understand the five key aspects of service design (DS 3.1.1):

Service solutions for new or modified services;
Management information systems and tools;
Technology and management architectures;
The required processes;
Measurement methods and metrics;
Relationship between critical success factors (CSF) and key performance indicators (KPI) (MCS 5.5.1);
Baseline (MCS 3.9.1);
Types of metrics (technology, process, service) (MCS 5.5);
Service portfolio (ES 4.2.4.1, Fig. 4.14);
Business case (ES 3.6.1.1);
Service-based SLA (DS 4.3.5.1);
Multilevel SLA (DS 4.3.5.1, Fig. 4.7);
Service level requirements (SLR) (DS 4.3.5.2);
SLA Monitoring (SLAM Graph) (DS 4.3.5.5, MCS Fig. 4.4);
Service review (4.3.5.6);
Service improvement plan (DS 4.3.6.3);
The relationship between GNS and GRN (DS 4.3.2.1);
Service availability (DS 4.4.4.2);
Component availability (DS 4.4.4.2);
Reliability (DS 4.4.4.3);
Sustainability (DS 4.4.4.3);
Service functionality (DS 4.4.4.3);
Vital business functions (DS 4.4.4.3);
Information security policy (DS 4.7.4.1);
Vendor categories (DS 4.8.5.3, Fig. 4.28);
Capacity plan (DS 4.5.6.3);
Business capacity management (DS 4.5.4.3);
Service capacity management (DS 4.5.4.3);
Component capacity management (DS 4.5.4.3);
Purpose of business impact analysis (BIA) (DS 4.6.5.2);
Risk analysis (DS 4.6.5.2);
Types of change request (TS 4.2.4.3);
Change models (TS 4.2.4.5);
Remediation planning (TS 4.2.4.8);
Change advisory board/emergency change advisory board (TS 4.2.5.10, 4.2.5.11);
Normal change lifecycle (TS 4.2.5, Fig. 4.2);
The four stages of release and deployment (TS 4.4.5, Fig. 4.23);
Data-to-Information-to-Knowledge-to-Wisdom (DIKW) and SGCS (4.7.4.2, 4.7.4.3, Fig. 4.36);

Service design (part 2)

The central service function (OS 6.3, 6.3.1, 6.3.2, 6.3.3, Fig. 6.2, 6.3, 6.4);
Technical management duty (OS 6.4.1, 6.4.2);
Application management function (OS 6.6.1, 6.6.2) with application development (OS 6.6.6.1, Tab. 6.2);
IT operations management function (IT operations control and facilities management) (OS 6.5.1, 6.5.2);
Process owner (DS 6.3.2);
Process manager (DS 6.3.3);
Process practitioner (DS 6.3.4);
Service owner (DS 6.3.1).

Continual service improvement

04-9. Explain the approach to continual service improvement (CSI 3.1, 3.1.1, Fig. 3.1).

04-10. Understand the role of measurement for continual service improvement and explain the key elements to follow:

The recommended study time for this unit is at least 1 hour and 30 minutes, in order to meet a goal.

ITILFND05 Unit – Processes

The purpose of this unit is to help the candidate understand how service management processes contribute to the ITIL service lifecycle.

Therefore, it is necessary to explain the purpose, goals, scope, basic concepts, activities and interfaces of four of the fundamental processes; and to declare the purpose, goals and scope of the remaining eighteen processes.

Thus, the list of activities to be included for each process is the minimum required. In other words, it should not be considered a complete list.

Specifically, candidates must be able to:

Service strategy

05-2. Declare the purpose, objectives and scope for:

05-21 Service portfolio management (SS 4.2.1, 4.2.2);
05-22 Financial management for IT services (SS 4.3.1, 4.3.2);
05-23 Business relationship management (SS 4.5.1, 4.5.2, Tab. 4.10).

Service design

05-3. Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:

05-31 Service Level Management (SLM) (SD 4.3.1, 4.3.2, 4.3.6.4).

The following list must be covered:

05-4. Declare the purpose, objectives, and scope for:

05-41 Service Catalog Management (DS 4.2.1, 4.2.2);
05-42 Availability Management (DS 4.4.1, 4.4.2);
05-43 Information Security Management (ISM) (DS 4.7.1, 4.7.2);
05-44 Supplier Management (DS 4.8.1, 4.8.2);
05-45 Capacity Management (DS 4.5.1, 4.5.2);
05-46 IT Service Continuity Management (DS 4.6.1, 4.6.2);
05-47 Design Coordination (SD 4.1.1, 4.1.2).

Service Transition

05-5. Explain the purpose, objectives, scope, basic concepts, process activities, and interfaces for:

05-51 Change Management (TS 4.2.1, 4.2.2, 4.2.4.6, 4.2.6.4, 4.2.6.5).

05-6. Declare the purpose, objectives, and scope for:

05-61 Release and Deployment Management (TS 4.4.1, 4.4.2);
05-62 Knowledge Management (TS 4.7.1, 4.7.2);
05-63 Service Asset and Configuration Management (SACM) (TS 4.3.1, 4.3.2);
05-64 Transition Planning and Support (TS 4.1.1, 4.1.2).

Service Operation

05-7. Explain the purpose, objectives, scope, basic concepts, process activities, and interfaces for:

05-71 Incident Management (OS 4.2.1, 4.2.2, 4.2.4.2, 4.2.5, 4.2.6.4);
05-72 Problem Management (OS 4.4.1, 4.4.2, 4.4.4.2, 4.4.5, 4.4.6.4), excluding the section on problem analysis techniques (4.4.4.3).

05-8. Declare the purpose, objectives, and scope for:

05-81 Event Management (OS 4.1.1, 4.1.2);
05-82 Request Fulfilment (OS 4.3.1, 4.3.2);
05-83 Access Management (OS 4.5.1, 4.5.2).

Continual Service Improvement

05-9. Declare the purpose, objectives, and scope for:

05-91 The Seven-Step Improvement Process (CSI 3.9.3.1, 4.1, 4.1.1, 4.1.2, Fig. 3.4).

Here, the aim is to achieve greater speed and fluency. Additionally, please note that the recommended study time for this unit is 10 hours and 45 minutes.

Unit ITILFND06 – Functions

The purpose of this unit is to assist the candidate in explaining the role, goals, and organizational structures of the central service function, and thus, stating the role, goals, and overlap of the three other functions.

Specifically, candidates must be able to:

06-1. Explain the role, objectives, and organizational structures for.

06-2. Declare the role and objectives of:

Despite having some premise, the recommended study period for this unit is at least 1 hour.

Unit ITILFND07 – Roles

The purpose of this unit is to assist the candidate in such a way as to satisfactorily explain and be aware of the responsibilities of some of the key roles in service management.

In particular, candidates must be able to:

07-1. Explain satisfactorily the role and responsibilities of:

07-2. Recognize the Responsible, Accountable, Consulted, Informed (RACI) assignment matrix and explain its role in determining the organizational structure. (DS 3.7.4.1, Tab. 3.2, except RPSI-VS or RPSCI).

The recommended study period for this unit is at least 45 minutes, as well as other methods chosen by you.

Unit ITILFND08 – Architecture

The purpose of this unit is to assist the candidate in understanding:

08-2. How service automation helps in the agility of service management processes (ES 7.1).

It is recommended that this unit be covered as part of training in other units in order to better learn. Therefore, pay attention to the tip given here!

Unit ITILFND09 – Competence and Training

09-1. Competence and skills for service management (DS 6.5.1).

09-2. Competence and skills structure (DS 6.5.2).

09-3. Training (DS 6.5.3).

Attention! This unit will not be tested in the exam. In fact, the recommended study period is 15 minutes.

Unit ITILFND10 – Practice Exam

The purpose of this unit is to assist the candidate in passing the ITIL Foundation exam.

Candidates must:

10-1. Take at least one practice exam for ITIL Foundation.

Note that the recommended study time for this unit is at least 2 hours, including review.

Type

Multiple choice, 40 questions. However, the questions are selected from a question bank containing all possible ITIL Foundation exam questions in IT Service Management.

Duration

Maximum of 60 minutes for each candidate according to their native language.

In summary, additional time related to language is given to candidates taking an exam in a language other than their native language.

They will have a maximum of 75 minutes to complete the exam and will be allowed to consult a dictionary.

Prerequisite

It is recommended to take the official ITIL Foundation training if you are prepared, although it is not a requirement.

Supervised

Yes.

Open book

No.

Passing score

26/40 or 65%.

Presentation

This exam is available in electronic or paper format to accommodate different preferences. Are you interested in pursuing a career in IT Service Management? Then, read this file as it may be very useful for you.

Questions

In the world of programming, library means, in summary, a set of programming codes. However, when it comes to ITIL, the library has its literal meaning. We all know it as a collection of books, and it is composed of many books that eventually contain the best practices.

In this gap, in the 1st major update of the ITIL library in 2011, a greater focus on the vital principles of ITSM (IT Service Management) was announced. This, as a result, besides the practices of how to use ITIL.

For version 4, the core elements of ITIL remain. However, the update includes practices on how to model and adapt your IT management strategy in a more modern and increasingly complex environment.

Since version 4 gives greater focus on the practical applications of ITIL, this update clears doubts about employability in an agile industry.

As a result, a series of references to new knowledge will adapt to ITIL 4, such as DevOps, Lean, and Agile; in addition, references to good IT leadership and organizational management practices.

Above all, most of the operational and tactical practices and processes that you are used to in ITIL v3 are still there. Therefore, ITIL v3 training and certification will not be wasted.