Table of Contents
Foreword V
Acknowledgements VI
Preface VII
Introduction 1
Using this Study Guide 1
What is ITIL? 2
ITIL examinations 3
Structure of this study guide 3
Using this Study Guide 3
How to use this study guide 4
1 ITILFND01 Service management as a practice (90m) 5
ITILFND01-01-1 Describe the concept of best practices in the public domain (SS 2.1.7) 6
ITILFND01-01-2 Describe and explain why ITIL is successful (SS 1.3) 8
ITILFND01-01-3 Define and explain the concept of a service (SS 2.1.1) 10
ITILFND01-01-4 Define and explain the concept of internal and external customers (SS 3.2.1.2) 12
ITILFND01-01-5 Define and explain the concept of internal and external services (SS 3.2.2.3) 14
ITILFND01-01-6 Define and explain the concept of service management (SS 2.1.2) 16
ITILFND01-01-7 Define and explain the concept of IT service management (SS 2.1.3) 18
ITILFND01-01-8 Define and explain the concept of stakeholders in service management (SS 2.1.5) 20
ITILFND01-01-9 Define processes and functions (SS 2.2.2, 2.2.3.1) 22
ITILFND01-01-10 Explain the process model and the characteristics of processes (SS 2.2.2, Figure 2.5) 24
2 ITILFND02 The ITIL service lifecycle (60m) 27
ITILFND02-02-2 Describe the structure of the ITIL service lifecycle (SS 1.2, Figure 1.1) 28
ITILFND02-02-3 Account for the purpose, objectives and scope of service strategy (SS 1.1.1,1.1.2) 30
ITILFND02-02-4 Briefly explain what value service strategy provides to the business (SS 1.1.4) 32
ITILFND02-02-5 Account for the purpose, objectives and scope of service design (SD 1.1.1, 1.1.2) 34
ITILFND02-02-6 Briefly explain what value service design provides to the business (SD 1.1.4) 36
ITILFND02-02-7 Account for the purpose, objectives and scope of service transition (ST 1.1.1, 1.1.2) 38
ITILFND02-02-8 Briefly explain what value service transition provides to the business (ST 1.1.4) 40
ITILFND02-02-9 Account for the purpose, objectives and scope of service operation (SO 1.1.1, 1.1.2) 42
ITILFND02-02-10 Briefly explain what value service operation provides to the business (SO 1.1.4) 44
ITILFND02-02-11 Account for the main purpose, objectives and scope of CSI (CSI 1.1.1, 1.1.2) 46
ITILFND02-02-12 Briefly explain what value CSI provides to the business (CSI 1.1.4) 48
3 ITILFND03 Generic concepts and definition 51
ITILFND03-03-1 Define and explain utility and warranty (SS 2.1.6.) 52
ITILFND03-03-2 Define and explain assets, resources and capabilities (SS 2.2.1) 54
ITILFND03-03-3 Define and explain the service portfolio (SS 4.2.4.1, Figure 4.14) 56
ITILFND03-03-5 Define and explain governance (SS 2.3.1) 60
ITILFND03-03-6 Define and explain business case (SS 3.6.1.1) 62
ITILFND03-03-7 Define and explain risk management (SS 5.6.5.1, 5.6.5.2) 64
ITILFND03-03-8 Define and explain service provider (SS 2.1.4) 66
ITILFND03-03-10 Define and explain supplier (SS 2.1.5) 68
ITILFND03-03-11 Define and explain service level agreement (SLA) (SD 4.3.4) 70
ITILFND03-03-12 Define and explain operational level agreement (OLA) (SD 4.3.4) 72
ITILFND03-03-13 Define and explain underpinning contract (SD 4.8.4.2) 74
ITILFND03-03-14 Define and explain service design package (SD Appendix A) 76
ITILFND03-03-15 Define and explain availability (SD 4.4.4.3) 78
ITILFND03-03-16 Define and explain service knowledge management system (SKMS) (ST 4.7.4.3) 80
ITILFND03-03-17 Define and explain configuration item (CI) (ST 4.3.4.2) 82
ITILFND03-03-18 Define and explain configuration management system (ST 4.3.4.3) 84
ITILFND03-03-19 Define and explain definitive media library (DML) (ST 4.3.4.4) 86
ITILFND03-03-20 Define and explain change (ST 4.2.4.4) 88
ITILFND03-03-21 Define and explain change types (standard, emergency and normal) (ST 4.2.4.3,4.2.4.7, 4.2.5.11) 90
ITILFND03-03-24, 25, 26 Define and explain event (SO 4.1 1st paragraph), 3-25 alert (glossary), 3-26 incident (SO 4.2 1st paragraph) 92
ITILFND03-03-27 Define and explain impact, urgency and priority (SO 4.2.5.4) 94
ITILFND03-03-28 Define and explain service request (SO 4.3.1ST paragraph) 96
ITILFND03-03-29 Define and explain problem (SO 4.4.1ST paragraph) 98
ITILFND03-03-30 Define and explain workaround (SO 4.4.5.6) 100
ITILFND03-03-31 Define and explain known error (SO 4.4.5.7) 102
ITILFND03-03-32 Define and explain known error database (KEDB) (SO 4.4.7.2) 104
ITILFND03-03-33 Define and explain the role of communication in service operation (SO 3.6) 106
ITILFND03-03-35 Define and explain release policy (ST 4.1.4.2) 108
ITILFND03-03-36 Define and explain types of services (SS 3.2.2.4, Table 3.5) 110
ITILFND03-03-37 Define and explain change proposals (ST 4.2.4.6) 112
ITILFND03-03-38 Define and explain CSI register (CSI 3.4) 114
ITILFND03-03-39 Define and explain outcomes (SS 2.1.1) 116
ITILFND03-03-40 Define and explain patterns of business activity (SS 4.4.5.2) 118
ITILFND03-03-41 Define and explain customers and users (SS 2.1.5) 120
ITILFND03-03-42 Define and explain the Deming Cycle (plan, do, check, act) (CSI 3.8, Figure 2.8) 122
4 ITILFND04 Key principles and models (90m) 125
ITILFND04-04-2 Describe value creation through services (SS 3.2.3, 3.2.3.1, Figure 3.6, Figure 3.7, not section on "marketing mindset") 126
ITILFND04-04-3 Understand the importance of people, processes, products and partners for service management (SD 3.1.5, Figure 3.3) 130
ITILFND04-04-4 Understand the five major aspects of service design (SD 3.1.1) 132
ITILFND04-04-9 Explain the continual service improvement approach (CSI 3.1, CSI 3.1.1, Figure 3.1) 134
ITILFND04-04-10 Understand the role of measurement for continual service improvement and explain how CSFs and KPIs relate (CSI 5.5.1), Baselines (CSI 3.9.1), and types of metrics (technology, process, service) (CSI 5.5) 136
5 ITILFND05 Processes (645m) 139
ITILFND05-05-21 State the purpose, objectives and scope for service portfolio management (SS 4.2.1, 4.2.2), including the service portfolio (SS 4.2.4.1, Figure 4.14) 140
ITILFND05-05-22 State the purpose, objectives and scope for financial management for IT services (SS 4.3.1, 4.3.2), including business case (SS 3.6.1.1) 142
ITILFND05-05-22 State the purpose, objectives and scope for financial management for IT services (SS 4.3.1, 4.3.2), including business case (SS 3.6.1.1) 144
ITILFND05-05-23 State the purpose, objectives and scope for business relationship management (SS 4.5.1, 4.5.2, Table 4.10) 146
ITILFND05-05-31 Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for service level management (SLM) (SD 4.3.1.4.3.2, 4.3.6.4), including service-based SLA (SD 4.3.5.1), multi-level SLAs (SD 4.3.5.1, Figure 4.7), service level requirements (SLRs) (SD 4.3.5.2), SLA monitoring (SLAM) chart (SD 4.3.5.5, CSI Figure 4.4) service review (SD 4.3.5.6), service improvement plan (SIP) (SD 4.3.6.3), the relationship between SLM and BRM (SD 4.3.2.1) 148
ITILFND05-05-41 State the purpose, objectives and scope for service catalogue management (SD 4.2.1, 4.2.2) 156
ITILFND05-05-42 State the purpose, objectives and scope for availability management (SD 4.4.1, 4.4.2), including service availability (SD 4.4.4.2), component availability (SD 4.4.4.2), reliability (SD 4.4.4.3), maintainability (SD 4.4.4.3), serviceability (SD 4.4.4,3), vital business functions (VBF) (SD 4.4.4.3) 158
ITILFND05-05-43 State the purpose, objectives and scope for information security management (ISM) (SD 4.7.1, 4.7.2), including information security policy (SD 4.7.4.1) 164
ITILFND05-05-44 State the purpose, objectives and scope for supplier management (SD 4.8.1, 4.8.2.), including supplier categories (SD 4.8.5.3, Figure 4.28) 166
ITILFND05-05-45 State the purpose, objectives and scope for capacity management (SD 4.5.1, 4.5.2), including capacity plan (SD 4.5.6.3), business capacity management (SD 4.5.4.3), service capacity management (SD 4.5.4.3), component capacity management (SD 4.5.4.3) 170
ITILFND05-05-46 State the purpose, objectives and scope for IT service continuity management (SD 4.6.1, 4.6.2), including the purpose of business impact analysis (BIA) (SD 4.6.5.2), risk assessment (SD 4.6.5.2) 174
ITILFND05-05-47 State the purpose, objectives and scope for design coordination (SD 4.1.1, 4.1.2) 178
ITILFND05-05-51 Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for change management (ST 4.2.1, 4.2.2, 4.2.4.6, 4.2.6.4, 4.2.6.5), including types of change request (ST 4.2.4.3), change models (ST 4.2.4.5), remediation planning (ST 4.2.4.8), change advisory board / emergency change advisory board (ST 4.2.5.10, 4.2.5.11), lifecycle of a normal change (ST 4.2.5, Figure 4.2) 180
ITILFND05-05-61 State the purpose, objectives and scope for release and deployment management (ST 4.4.1, 4.4.2), including four phases of release and deployment (ST 4.4.5, Figure 4.23) 194
ITILFND05-05-62 State the purpose, objectives and scope for knowledge management (ST 4.7.1, 4.7.2), including Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS (ST 4.7.4.2, 4.7.4.3, Figure 4.36) 196
ITILFND05-05-63 State the purpose, objectives and scope for service asset and configuration management (SACM) (ST 4.3.1, 4.3.2) 200
ITILFND05-05-64 State the purpose, objectives and scope for transition planning and support (ST 4.1.1, 4.1.2) 202
ITILFND05-05-71 Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for incident management (SO 4.2.1, 4.2.2, 4.2.4.2, 4.2.5, 4.2.6.4) 204
ITILFND05-05-72 Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for problem management (SO 4.4.1, 4.4.2, 4.4.4.2, 4.4.5, 4.4.6.4), not section on problem analysis techniques (4.4.4.3) 218
ITILFND05-05-81 State the purpose, objectives and scope for event management (SO 4.1.1, 4.1.2) 228
ITILFND05-05-82 State the purpose, objectives and scope for request fulfillment (SO 4.3.1, 4.3.2) 230
ITILFND05-05-83 State the purpose, objectives and scope for access management (SO 4.5.1, 4.5.2) 232
ITILFND05-05-91 State the purpose, objectives and scope for the seven-step improvement process (CSI 3.9.3.1, 4.1, 4.1.1, 4.1.2, Figure 3.4) 234
6 ITILFND06 Functions (60m) 237
ITILFND06-06-1 Explain the role, objectives and organizational structures for the service desk function (SO 6.3, 6.3.1, 6.3.2, 6.3.3, Figures 6.2, 6.3, 6.4) 238
TILFND06-06-2 State the role and objectives of the technical management function (SO 6.4.1, 6.4.2), the application management function (SO 6.6.1, 6.6.2) with application development (SO 6.6.6.1, Table 6.2), and the IT operations management function (IT operations control and facilities management) (SO 6.5.1, 6.5.2) 240
7 ITILFND07 Roles (45m) 245
ITILFND07-07-1 Account for the role and the responsibilities of the process owner (SD 6.3.2), process manager (SD 6.3.3), process practitioner (SD 6.3.4), and service owner (SD 6.3.1) 246
ITILFND07-07-2 Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure (SD 3.7.4.1, Table 3.2, not RACI-VS or RASCI) 250
8 ITILFND08 Technology and architecture 255
ITILFND08-08-2 Understand how service automation assists with expediting service management processes (SS 7.1) 256
9 ITILFND09 Competence and training (15m, non-examinable) 263
ITILFND09-09-1 Competence and skills for service management (SD 6.5.1) 264
ITILFND09-09-2 Competence and skills framework (SD 6.5.2) 265
ITILFND09-09-3 Training (SD 6.5.3) 266
10 ITILFND10 Mock exam (120m inclusive of revision) 269
ITILFND10-10-1 Sit a minimum of one ITIL Foundation mock exam 270
