PDF Version DemoHow to study the ITIL Foundation Exam
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PeopleCert ITIL Foundation Exam Reference
ITILFND05: Processes – this objective requires that you understand how service management processes significantly contribute towards the ITIL service lifecycle. You must be able to do the following:
- • Service strategy (state the scope, objectives, and purpose of service portfolio management, financial management, and business relationship management);• Service design (describe the scope, purpose, basic concepts, objectives, interfaces, and process activities of service level management, service catalog management, availability management, and information security management, among others);• Service transition (describe the scope, objectives, purpose, basic concepts, interfaces, and process activities of change management, service asset, configuration management, and knowledge management);• Service operation (state the objectives and purpose of event and access management and explain the basic concepts for problem and incident management);• Continual service improvement (state the scope for the 7-step improvement process).
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EXIN ITILFND Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Opportunity, demand, and value - Governance - Service Value Chain activities - Guiding principles integration |
| Topic 2: ITIL Guiding Principles | - Focus on value - Keep it simple and practical - Start where you are - Progress iteratively with feedback - Think and work holistically - Collaborate and promote visibility - Optimize and automate |
| Topic 3: Key Concepts of Service Management | - Service relationships and value co-creation - Value, outcomes, costs, and risks |
| Topic 4: Four Dimensions of Service Management | - Organizations and people - Value streams and processes - Partners and suppliers - Information and technology |
| Topic 5: ITIL Management Practices (Overview) | - Technical management practices (e.g., Deployment Management) - Service management practices (e.g., Incident Management, Service Desk) - General management practices (e.g., Continual Improvement, Change Control) |
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