ITIL Foundation Certification Exam Syllabus

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To achieve the professional designation of ITIL Foundation, candidates must clear the ITIL Foundation Exam with the minimum cut-off score. For those who wish to pass the ITIL Foundation certification exam with good percentage, please take a look at the following reference document detailing what should be included in ITIL Foundation Exam preparation.

The ITIL Foundation Exam Summary, Body of Knowledge (BOK) and Sample Question Bank, provide the basis for the real ITIL Foundation exam. If you have made this decision to become a certified professional, it is advisable to take authorized training and prepare with an online ITIL Foundation Practice Exam to achieve the best result. We have designed these resources to help you get ready to take ITIL Foundation exam.

ITIL Foundation Exam Summary:

Exam Name ITIL Foundation
Exam Code ITIL Foundation
Exam Fee USD $150
Exam Duration 60 Minutes
Number of Questions 40
Passing Score 65%
Format Multiple Choice
Sample Questions ITIL Foundation Exam Sample Questions and Answers
Practice Exam ITIL Foundation Practice Test

ITIL Foundation Syllabus Topics:

Unit Content

Service management as a practice 
The purpose of this unit is to help the candidate to define the concept of a service, and to comprehend and explain the concept of service management as a practice.
 
- Specifically, candidates must be able to: 
  1. Describe the concept of best practices in the public domain 
  2. Describe and explain why ITIL is successful 
  3. Define and explain the concept of a service 
  4. Define and explain the concept of internal and external customers 
  5. Define and explain the concept of internal and external services 
  6. Define and explain the concept of service management 
  7. Define and explain the concept of IT service management 
  8. Define and explain the concept of stakeholders in service management 
  9. Define processes and functions 
  10. Explain the process model and the characteristics of processes 

The ITIL service lifecycle 
The purpose of this unit is to help the candidate to understand the value of the ITIL service lifecycle, how the processes integrate with each other, throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle.
  1. Describe the structure of the ITIL service lifecycle 
  2. Account for the purpose, objectives and scope of service strategy 
  3. Briefly explain what value service strategy provides to the business 
  4. Account for the purpose, objectives and scope of service design 
  5. Briefly explain what value service design provides to the business 
  6. Account for the purpose, objectives and scope of service transition 
  7. Briefly explain what value service transition provides to the business 
  8. Account for the purpose, objectives and scope of service operation 
  9. Briefly explain what value service operation provides to the business 
  10. Account for the main purpose, objectives and scope of continual service improvement 
  11. Briefly explain what value continual service improvement provides to the business

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:
  1. Utility and warranty 
  2. Assets, resources and capabilities 
  3. Service portfolio 
  4. Service catalogue (both two-view and three-view types) 
  5. Governance 
  6. Business case 
  7. Risk management 
  8. Service provider 
  9. Supplier 
  10. Service level agreement 
  11. Operational level agreement 
  12. Underpinning contract 
  13. Service design package 
  14. Availability 
  15. Service knowledge management system (SKMS) 
  16. Configuration item (CI) 
  17. Configuration management system 
  18. Definitive media library (DML) 
  19. Change 
  20. Change types (standard, emergency and normal) 
  21. Event 
  22. Alert 
  23. Incident 
  24. Impact, urgency and priority 
  25. Service request 
  26. Problem 
  27. Workaround 
  28. Known error 
  29. Known error database (KEDB) 
  30. The role of communication in service operation 
  31. Release policy 
  32. Types of services 
  33. Change proposals 
  34. CSI register 
  35. Outcomes 
  36. Patterns of business activity 
  37. Customers and users 
  38. The Deming Cycle 

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
- Describe value creation through services 

Service design
- Understand the importance of people, processes, products and partners for service management 
- Understand the five major aspects of service design 
  1. Service solutions for new or changed services
  2. Management information systems and tools
  3. Technology architectures and management architectures
  4. The processes required
  5. Measurement methods and metrics
Continual service improvement
- Explain the continual service improvement approach 
- Understand the role of measurement for continual service improvement and explain the following key elements:
  1. Relationship between critical success factors (CSF) and key performance indicators (KPI)
  2. Baselines 
  3. Types of metrics (technology metrics, process metrics, service metrics)

Processes
The purpose of this unit is to help the candidate understand how the service management processes contribute to the ITIL service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes, and to state the purpose, objectives and scope for eighteen of the remaining processes.
 
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 purpose, objectives and scope for:
- Service portfolio management 
  1. The service portfolio

- Financial management for IT services 

  1. Business case 

- Business relationship management 

Service design
- Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
- Service level management 
- The following list must be covered:
  1. Service-based SLA 
  2. Multi-level SLAs 
  3. Service level requirements 
  4. SLA monitoring 
  5. Service review 
  6. Service improvement plan 
  7. The relationship between SLM and BRM
- State the purpose, objectives and scope for:
- Service catalogue management
- Availability management 
  1. Service availability 
  2. Component availability 
  3. Reliability 
  4. Maintainability 
  5. Serviceability 
  6. Vital business functions (VBF)

- Information security management (ISM) 

  1. Information security policy 

- Supplier management 

  1. Supplier categories 

- Capacity management 

  1. Capacity plan 
  2. Business capacity management 
  3. Service capacity management 
  4. Component capacity management 

- IT service continuity management 

  1. Purpose of business impact analysis (BIA) 
  2. Risk assessment 

- Design coordination 

Service transition
- Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
- Change management 
  1. Types of change request 
  2. Change models 
  3. Remediation planning 
  4. Change advisory board / emergency change advisory board 
  5. Lifecycle of a normal change 
- State the purpose, objectives and scope for:
- Release and deployment management 
  1. Four phases of release and deployment 
- Knowledge management 
  1. Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS 
- Service asset and configuration management (SACM) 
- Transition planning and support 
 
Service operation
- Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
  1. Incident management 
  2. Problem management, not section on problem analysis techniques 
- State the purpose, objectives and scope for:
  1. Event management 
  2. Request fulfilment 
  3. Access management 
Continual service improvement
- State the purpose, objectives and scope for:
  1. The seven-step improvement process 

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:
 
- Explain the role, objectives and organizational structures for:
  1. The service desk function 
State the role and objectives of:
  1. The technical management function 
  2. The application management function with application development 
  3. The IT operations management function (IT operations control and facilities management) 

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:
 
- Account for the role and the responsibilities of the
  1. Process owner 
  2. Process manager 
  3. Process practitioner 
  4. Service owner 
- Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure. 

Technology and architecture
The purpose of this unit is to help the candidate to:
- Understand how service automation assists with expediting service management processes 

Competence and training
- Competence and skills for service management 
- Competence and skills framework 
- Training
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