AXELOS

ITIL Foundation Level


Credential: ITIL Foundation Level  Army eLearning resource CA Eligible
Credentialing Agency: AXELOS

Renewal Period: Not Renewable

AXELOS, ITIL Foundation certification is an entry level certification which offers candidates a general awareness of the key elements, concepts, and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used, and their contribution to service management practice. This certification is appropriate for those who require a basic understanding or the ITIL framework, those who need understanding of how ITIL can be used to enhance 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 of ITIL, describe them, and demonstrate basic comprehension of the ITIL practices. This certification is appropriate for IT service managers or those responsible for support, delivery and management of critical IT services and systems. There are no experience or education requirements. Candidates must pass a written exam.

More information can be found on the certifying agency's website.

ITIL Foundation Level

MINIMUM REQUIREMENTS

Attainability:    high

Eligibility Requirements (View Details)

  • Credential Prerequisite
  • Experience
  • Education
  • Training
  • Membership
  • Other
  • Fee

Note: This credential may have multiple options for a Service member to meet eligibility requirements. Requirements listed here are based on the minimum degree required.

Exam Requirements (View Details)

  • Exam
  • Written Exam
  • Oral Exam
  • Practical Exam
  • Performance Assessment

Exam Administration (View Details)

  • In-person exam
  • Remote proctored on-line exam
  • Third-party test vendor

RECERTIFICATION SUMMARY

Renewal Period: Not Renewable

  • Continuing Education
  • Exam
  • Continuing Education OR Exam
  • Fee
  • Other

AGENCY CONTACT INFORMATION

AXELOS

17 Rochester Row
London, EN  SW1P 1QT

Phone: +44 (0) 1494 458 948

Contact Page

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)

Exam Preparation Resources

There are a number of resources available to help you prepare for the ITIL Foundation Level examination:

An additional resource is O'Reilly Learning Safari Books Online, a searchable digital library that provides online access to thousands of books, training videos and conference sessions. See the Educational Resources section on the Related Sites page here on COOL to learn how to get free access.

Testing Information

  • Exam Administration

    Credential exams may be administered in-person at a testing site, proctored on-line remotely, or have options for both. If an exam is administered through a test vendor, the third-party test vendor box will be checked. The following test administration options apply to the ITIL Foundation Level credential where checked:

    • In-person exam
    • Remote proctored on-line exam
    • Third-party test vendor
  • For more information on the AXELOS testing process, visit the agency website.

RECERTIFICATION

ITIL Foundation Level

Renewal Period: Not Renewable

The ITIL Foundation Level credential has the following recertification information:

  • There are no recertification requirements for the ITIL Foundation certification. Candidates may upgrade their certification to the latest version when available.

Additional considerations for the ITIL Foundation Level include:

In Demand

This certification is considered in demand. The U.S. Department of Labor sponsored CareerOneStop's analysis indicates the certification is frequently mentioned in online job postings.

Click for external link to CareerOneStop's Credentials Center.

COOL Bucks

See your installation Education Service Officer for credential exam information and coordinating instructions.

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Some

Credential is related to some tasks associated with the duties of the military occupation (at least one critical task but less than 80%)

Most

Credential is directly related to most of the major duties associated with the military occupation (at least 80%)

Other

Credential is related to this military occupation, but is more advanced or specialized and therefore will likely require additional education, training, or experience

CA Eligible

This certification is eligible for CA.

Promotion Points

This certification has been approved for promotion points.

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Star

Star credentials are MOS enhancing, as designated by the Proponent. MOS enhancing credentials are directly related to an MOS or ASI, are taught either partially or completely as part of a Program of Instruction (POI), and improves the MOS technical proficiency.

Skill Level

The Skill Level reflects the level, based on MOS training and/or experience, the Soldier should be the most prepared to successfully earn the credential. See the Table Legend for details about each level.

Proponent Funded

Indicates the credential may have funding through the MOS proponent. Some proponents offer credentialing opportunities in conjunction with military training and/or as part of MOS development beyond the training base.

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Navy Bucks

Credential voucher or reimbursement for credential exam, re-certification, or maintenance fee has been approved for payment through the Navy's Credential Program Office. To get a voucher request form, click Menu at the top of any page, then click "2 Complete Voucher and Apply" under Credentialing Steps.

CG Bucks

Current Coast Guard policy states all credentials listed on CG COOL may be reimbursed assuming the enlisted service member meets the eligibility requirements as outlined in the Coast Guard Voluntary Credentialing Program Policy (COMDTINST 1540.1(series))

Early Career

1-3 years experience; Enlisted E1 through E4

Mid Career

4-10 years experience; Enlisted E5 through E6

Late Career

10+ years experience; Enlisted E7 through E9

Early Career

1-3 years experience; Enlisted “A” School through E5

Mid Career

4-10 years experience; Enlisted E6 through E7

Late Career

10+ years experience; Enlisted E8 through E9

Early Career

1-6 years experience; Officer O1 through O2

Mid Career

6-12 years experience; Officer O3 through O5

Late Career

12+ years experience; Officer O6 and Above

GI Bill®

Reimbursement for exam fees has been approved for payment through the GI Bill.

Note: GI Bill approval data is updated quarterly. For the latest information, visit the WEAMS Licenses/Certifications Search page. Make sure to select "Both" in the LAC Category Type drop-down before searching.

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ANAB (ANSI)

This credential has been accredited by ANAB (ANSI).

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ICAC

This credential has been accredited by ICAC.

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ABSNC

This credential has been accredited by ABSNC.

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NCCA

This credentialing program has been accredited by NCCA.

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IAS

This credential has been accredited by IAS.

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Low

May be difficult to attain: minimum education requirement is a Bachelor's degree, and/or minimum experience is 10 or more years.

Note: In some cases “years of experience” refers to time actively on duty or while holding a certain occupation or prior certification and not always in consecutive calendar years. Additional years required for certain preliminary stages may not be included in this classification. For requirements measured in hours, 1080 hours was considered a year. For days, 365 days was considered a year. Please review all prerequisites and requirements for eligibility, and additional information for details.

Medium

Moderate ease of attainment: minimum education requirement = Associate's and/or prerequisite and/or minimum experience = more than 2 years and less than 10 years of experience.

Note: In some cases “years of experience” refers to time actively on duty or while holding a certain occupation or prior certification and not always in consecutive calendar years. Additional years required for certain preliminary stages may not be included in this classification. For requirements measured in hours, 1080 hours was considered a year. For days, 365 days was considered a year. Please review all prerequisites and requirements for eligibility, and additional information for details.

High

Highly attainable: minimum education requirement = HS or less and/or minimum experience = 2 years or less experience and no additional requirements.

Note: In some cases “years of experience” refers to time actively on duty or while holding a certain occupation or prior certification and not always in consecutive calendar years. Additional years required for certain preliminary stages may not be included in this classification. For requirements measured in hours, 1080 hours was considered a year. For days, 365 days was considered a year. Please review all prerequisites and requirements for eligibility, and additional information for details.

MOS is Military Occupational Specialty
ASI is Additional Skill Identifier
WOMOS is Warrant Officer Military Occupational Specialty
AOC is Area Of Concentration Officer
Functional Area
Branch

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Updated: March 31, 2021
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