Table Of ContentUpdated to the 2011 Foundation syllabus, this study aid from
the Offi cial Publisher of ITIL offers an invaluable overview of the
ITIL framework.
An engaging fi ctional case study runs throughout the
publication to help bring service management to life, and mind
maps at the end of Chapters 2 to 9 provide a useful revision
tool. You can test your understanding with sample questions,
which appear throughout, and a mock exam at the end.
All answers are thoroughly explained to aid understanding P
a
and make sure that you are as prepared as possible for your s
s
Foundation exam. i
n
g
Passing your ITIL Foundation Exam is an essential aid for all those
y
o
preparing for their Foundation exam.
u Passing your ITIL® Foundation Exam
r
I
T
I
L
d by AP ®
e
ors M G Fo
d r u
n o n
u
E p d
a
compatible r t
IT product o io
IL edit n
Official A c c r Ex
a
m
M ANA
T G
S E
E M
Updated to the 2011 syllabus
B E
N
T
P
www.best-management-practice.com R
T A
C C
U T
DORP E CI
7495 ITIL Foundation Cover V1_0.indd 1-3 22/02/2012 15:27
Passing your ITIL® Foundation Exam
London: TSO
7522 Passing your ITIL exam v0_5.indd 1 17/02/2012 11:58
Published by TSO (The Stationery Office) and available from:
Online
www.tsoshop.co.uk
Mail, Telephone, Fax & E-mail
TSO
PO Box 29, Norwich, NR3 1GN
Telephone orders/General enquiries: 0870 600 5522
Fax orders: 0870 600 5533
E-mail: [email protected]
Textphone: 0870 240 3701
TSO@Blackwell and other Accredited Agents
© Crown Copyright 2012
This is a Crown copyright value added product, reuse of which requires a Licence from the Cabinet Office
Applications to reuse, reproduce or republish material in this publication should be sent to
The Efficiency & Reform Group Service Desk, Cabinet Office, Rosebery Court, St Andrews Business Park, Norwich, Norfolk NR7 0HS
Tel No: (+44) (0)845 000 4999,
E-mail: [email protected] or complete the application form on the Cabinet Office website, Licensing section.
Copyright in the typographical arrangement and design is vested in The Stationery Office Limited. Applications for reproduction should be
made in writing to The Stationery Office Limited, St Crispins, Duke Street, Norwich, NR3 1PD.
The Swirl logo™ is a trade mark of the Cabinet Office
ITIL® is a registered trade mark of the Cabinet Office
M_o_R® is a registered trade mark of the Cabinet Office
IT Infrastructure Library® is a registered trade mark of the Cabinet Office
The Best Management Practice Official Publisher logo is a trade mark of the Cabinet Office
The ITIL endorsement logo™ is a trade mark of the Cabinet Office
OGC (former owner of Best Management Practice) and its functions have moved into the Cabinet Office, part of HM Government
– www.cabinetoffice.gov.uk
First edition Crown Copyright 2007
Second edition Crown Copyright 2009
Third edition Crown Copyright 2012
First published 2012
ISBN 9780113313556
Printed in the United Kingdom for The Stationery Office
Material is FSC certified.
Sourced from fully sustainable forests.
P002473272 c20 02/12
7522 Passing your ITIL exam v0_5.indd 2 17/02/2012 11:58
Contents
List of figures and tables v 4.3 Business value 42
4.4 Key principles 42
Cabinet Office foreword vii
4.5 Processes 52
Chief Examiner’s foreword viii 4.6 Sample questions 56
5 Service design 59
The Official ITIL Accreditor’s foreword ix
5.1 Purpose and objectives 61
Acknowledgements x
5.2 Scope 61
1 The ITIL qualification scheme 1 5.3 Business value 62
5.4 Key principles 62
1.1 Levels of qualification 3
5.5 Processes 63
1.2 Qualifications bodies 5
5.6 Sample questions 86
1.3 The ITIL Foundation certificate in IT
service management 7 6 Service transition 87
1.4 About this publication 8
6.1 Purpose and objectives 89
2 Introduction to service management 9 6.2 Scope 89
6.3 Business value 91
2.1 Services and service management 11
6.4 Key principles 91
2.2 Processes, functions and roles 22
6.5 Processes 91
2.3 Best practice 28
6.6 Sample questions 108
2.4 Sample questions 30
7 Service operation 111
3 ITIL and the service lifecycle 31
7.1 Purpose and objectives 113
3.1 The ITIL service management practices 33
7.2 Scope 113
3.2 Why ITIL? 33
7.3 Business value 114
3.3 The service lifecycle 33
7.4 Key principles 114
4 Service strategy 39
7.5 Processes 115
4.1 Purpose and objectives 41
7.6 Functions 129
4.2 Scope 42
7.7 Sample questions 138
7522 Passing your ITIL exam v0_5.indd 3 17/02/2012 11:58
iv | Contents
8 Continual service improvement 139 11 The examination and
exam preparation 167
8.1 Purpose and objectives 142
8.2 Scope 142 11.1 The examination 169
8.3 Business value 142 11.2 Exam preparation 169
8.4 Key principles 143 12 Sample ITIL Foundation examination 171
8.5 Processes 147
12.1 Instructions 173
8.6 Sample questions 152
12.2 Questions 173
9 Service management technology 153
13 Answers 181
9.1 Use of technology 155
Further information 191
9.2 Service automation 156
9.3 Service analytics 157 Index 195
9.4 Sample questions 157
10 How it all fits together 159
10.1 Integration across the service lifecycle 161
10.2 Specialization and coordination 161
10.3 Monitoring and control 161
10.4 Continual service improvement 164
7522 Passing your ITIL exam v0_5.indd 4 17/02/2012 11:58
List of figures and tables
FIgurES Figure 5.3 Service level agreement monitoring
(SLAM) chart 69
Figure 1.1 The ITIL qualification scheme 3
Figure 5.4 The service level management process 70
Figure 2.1 Internal, external and
supporting services 13 Figure 5.5 Supplier categorization 74
Figure 2.2 Service packages can contain other Figure 5.6 Overview of Chapter 5 84
service packages 15
Figure 6.1 The scope of service transition 90
Figure 2.3 Value is created from service utilities
Figure 6.2 Architectural layers of the
and warranties 16
configuration management system 94
Figure 2.4 Service composition 19
Figure 6.3 The relationship between the
Figure 2.5 Service management is the act of definitive media library and the CMS 97
transforming resources into
Figure 6.4 Example of a process flow for a
valuable services 20
normal change 101
Figure 2.6 Process model 23
Figure 6.5 Phases of release and
Figure 2.7 Overview of Chapter 2 29 deployment management 105
Figure 3.1 The ITIL service lifecycle 34 Figure 6.6 The flow from data to wisdom 107
Figure 3.2 Overview of Chapter 3 37 Figure 6.7 Relationship of the CMDB, the CMS
and the SKMS 108
Figure 4.1 Components of value 43
Figure 6.8 Overview of Chapter 6 109
Figure 4.2 How customers perceive value 44
Figure 7.1 Example of calculation of priority
Figure 4.3 The service portfolio 46
based on impact and urgency 118
Figure 4.4 A two-view service catalogue 48
Figure 7.2 Incident management process flow 120
Figure 4.5 A three-view service catalogue 49
Figure 7.3 Multi-level incident categorization 121
Figure 4.6 Risk assessment and management 51
Figure 7.4 Problem management process flow 126
Figure 4.7 Overview of Chapter 4 57
Figure 7.5 Local service desk 131
Figure 5.1 The four Ps 62
Figure 7.6 Centralized service desk 132
Figure 5.2 Multi-level SLAs 68
Figure 7.7 Virtual service desk 133
7522 Passing your ITIL exam v0_5.indd 5 17/02/2012 11:58
vi | List of figures and tables
Figure 7.8 Overview of Chapter 7 137 TAbLES
Figure 8.1 Plan-Do-Check-Act cycle 143 Table 2.1 Examples of core, enabling and
enhancing services 14
Figure 8.2 Continual service
improvement approach 144 Table 2.2 Examples of capabilities
and resources 17
Figure 8.3 From vision to measurements 146
Table 2.3 An example of a simple RACI matrix 26
Figure 8.4 The seven-step improvement process 149
Table 4.1 Example of a business case structure 50
Figure 8.5 Overview of Chapter 8 151
Table 4.2 Differences between business
Figure 9.1 Five modes of interaction using
relationship management and
service technology 156
service level management 55
Figure 9.2 Overview of Chapter 9 158
Table 7.1 Application development versus
Figure 10.1 Integration across the service lifecycle 162
application management 135
Figure 10.2 Monitoring and control across the
service lifecycle 163
Figure 10.3 Continual service improvement
and the service lifecycle 164
7522 Passing your ITIL exam v0_5.indd 6 17/02/2012 11:58
Cabinet Office foreword
Congratulations – you have embarked on the The content has been updated to bring it into
start of your ITIL® journey. It will be interesting line with the revised syllabus and to ensure that it
and rewarding if you use the knowledge you gain reflects the current approach to exam questions.
and apply it in the real world. Now the first step
The next step, of course, is to pass the examination.
is to take your Foundation exam. Examinations
But, hopefully, the exam won’t seem too
are never easy; they are designed to test your
daunting once you’ve studied this publication.
knowledge of the subject and to enable you to
prove this knowledge to yourself and others. What you do after passing is down to you, but
you have started the journey and the world of
To help you in this, being well prepared is vital.
IT service management is open before you.
Study aids are an essential element, and attending
an accredited training course will also provide Best of luck!
learning support, often with case studies and
examples that can bring the ITIL framework to life.
Philip Hearsum
This guide has been written for this very purpose,
ITSM Portfolio Manager
and over the years the content has been developed
and expanded to incorporate the latest identified Cabinet Office
best practices. This publication will present the
Foundation content in a simplified structure,
ideal for learning and developing knowledge.
7522 Passing your ITIL exam v0_5.indd 7 17/02/2012 11:58
Chief Examiner’s foreword
‘The whole purpose of education is to turn mirrors The mind maps at the end of each chapter
into windows.’ Sydney J. Harris crystallize the content in a way that will help
you to retain what you’ve read and make it
The IT service management industry relies on ITIL
useful as an examination preparation tool.
as the wheel that turns service practices into service
excellence. ITIL qualifications are the means to The sample examination questions are based
achieve knowledge of theory and how to apply ITIL on realistic examples that you will encounter
within everyday contexts. Each ITIL qualification has at Foundation level and provide essential
become a sought-after credential to demonstrate value for examination preparation.
the possession of the required skills and knowledge.
This publication takes readers through the
The ITIL Foundation qualification is where this window of the ITIL Foundation curriculum and
educational journey begins, and it sets the offers an interesting and lasting experience.
foundation for understanding service management
with basic concepts, principles and terminology.
Sharon Taylor
No matter where you live and work, what language
you speak or whether you choose to educate yourself ITIL Chief Examiner
or take an ITIL Foundation course, this publication
should be considered an important tool to assist
you in achieving the ITIL Foundation certification.
It nicely organizes the relevant ITIL Foundation
topics in a logical and easy-to-absorb structure and
sets them within the context of an unfolding story
about Brigitte, a customer who takes a journey
into the experience of service management.
7522 Passing your ITIL exam v0_5.indd 8 17/02/2012 11:58
