ITIL Foundation Level

The ITIL Foundation Certificate in IT Service Management is targeted towards individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization and IT professionals who are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program. The Foundation examination tests candidates in their ability to understand the basic concepts, describe them and demonstrate basic comprehension of the ITIL practices.

• 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  oncept of service management as a practice.
• 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  ifecycle and explain the objectives, scope and business value for each phase in the lifecycle.
• 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.
• 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.
• 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.
• 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.
• 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.
• Technology and Architecture
  • The purpose of this unit is to help the candidate to:
    Understand how service automation assists with expediting service management processes.

• Understand the key concepts of service management
  • 1.1 Recall the definition of:
    a) Service
    b) Utility
    c) Warranty
    d) Customer
    e) User
    f) Service management
    g) Sponsor
  • 1.2 Describe the key concepts of creating value with services:
    a) Cost
    b) Value
    c) Organization
    d) Outcome
    e) Output
    f) Risk
    g) Utility
    h) Warranty
  • 1.3 Describe the key concepts of service relationships:
    a) Service offering
    b) Service relationship management
    c) Service provision
    d) Service consumption
• Understand how the ITIL guiding principles can help an organization adopt and adapt service management
  • 2.1 Describe the nature, use and interaction of the guiding
  • 2.2 Explain the use of the guiding principles (4.3):
    a) Focus on value (4.3.1 – 4.3.1.4)
    b) Start where you are (4.3.2 – 4.3.2.3)
    c) Progress iteratively with feedback (4.3.3 – 4.3.3.3)
    d) Collaborate and promote visibility (4.3.4 – 4.3.4.4)
    e) Think and work holistically (4.3.5 – 4.3.5.1)
    f) Keep it simple and practical (4.3.6 – 4.3.6.3)
    g) Optimize and automate (4.3.7 – 4.3.7.3)
• Understand the four dimensions of service management
  • 3.1 Describe the four dimensions of service management (3):
    a) Organizations and people (3.1)
    b) Information and technology (3.2)
    c) Partners and suppliers (3.3)
    d) Value streams and processes (3.4-3.4.2)
• Understand the purpose and components of the ITIL service value system
  • 4.1 Describe the ITIL service value system (4.1)
• Understand the activities of the service value chain, and how they interconnect
  • 5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)
  • 5.2 Describe the purpose of each value chain activity:
    a) Plan
    b) Improve
    c) Engage
    d) Design & transition
    e) Obtain/build
    f) Deliver & support
• Know the purpose and key terms of 15 ITIL practices
  • 6.1 Recall the purpose of the following ITIL practices:
    a) Information security management (5.1.3)
    b) Relationship management (5.1.9)
    c) Supplier management (5.1.13)
    d) IT asset management (5.2.6)
    e) Monitoring and event management (5.2.7)
    f) Release management (5.2.9)
    g) Service configuration management (5.2.11)
    h) Deployment management (5.3.1)
    i) Continual improvement (5.1.2)
    j) Change enablement (5.2.4)
    k) Incident management (5.2.5)
    l) Problem management (5.2.8)
    m) Service request management (5.2.16)
    n) Service desk (5.2.14)
    o) Service level management (5.2.15)
  • 6.2 Recall definitions of the following ITIL terms:
    a) IT asset
    b) Event
    c) Configuration item
    d) Change
    e) Incident
    f) Problem
    g) Known error
• Understand 7 ITIL practices
  • 7.1 Explain the following ITIL practices in detail, excluding how
    they fit within the service value chain:
    a) Continual improvement (5.1.2) including:
    - The continual improvement model (4.6, fig 4.3)
    b) Change enablement (5.2.4)
    c) Incident management (5.2.5)
    d) Problem management (5.2.8)
    e) Service request management (5.2.16)
    f) Service desk (5.2.14)
    g) Service level management (5.2.15 – 5.2.15.1)