Exam Cram Notes For ITIL® Foundation Certification

Contents

1. 1. Service management as a practice
   1. 1.1 Why is ITIL so successful?
   2. 1.2 Concept of a service
   3. 1.3 Service management
   4. 1.4 IT Service management
   5. 1.5 Stakeholders in service management
   6. 1.6 Processes, functions and role

1. 2. The ITIL Service Life Cycle

1. 3. Service Strategy
   1. 3.1 Purpose of Service Strategy
   2. 3.2 Objectives of service Strategy
   3. 3.3 Scope of service Strategy
   4. 3.4 Value to business
   5. 3.5 Basic concepts in Service Strategy
   6. 3.6 Processes
      1. 3.6.1 Service Portfolio management
      2. 3.6.2 Financial Management for IT services
      3. 3.6.3 Business Relationship Management Process (BRM)

1. 4. Service Design
   1. 4.1 Purpose of Service Design
   2. 4.2 Objectives of Service Design
   3. 4.3 Scope of Service Design
   4. 4.4 Value to Business
   5. 4.5 Four P’s of Service Design
   6. 4.6 Five major Design aspects of Service Design
   7. 4.7 Basic concepts in Service Design Processes
   8. 4.8 Processes
      1. 4.8.1 Service Level Management (SLM)
      2. 4.8.2 Service Catalogue Management (SCM)
      3. 4.8.3 Availability Management
      4. 4.8.4 Information Security Management
      5. 4.8.5 Supplier Management
      6. 4.8.6 Capacity Management
      7. 4.8.7 The IT Service Continuity Management
      8. 4.8.8 Design Co-ordination Process

1. 5. Service Transition
   1. 5.1 Purpose of Service Transition
   2. 5.2 Objectives of Service Transition
   3. 5.3 Scope of Service Transition
   4. 5.4 Value to Business
   5. 5.5 Basic Concepts in Service Transition Processes
   6. 5.6 Processes
      1. 5.6.1 Change Management Process
      2. 5.6.2 Release and Deployment Management Process
      3. 5.6.3 Knowledge Management Process
      4. 5.6.4 Service Asset and Configuration Management Process (SACM)
      5. 5.6.5 Transition Planning and Support Process

1. 6. Service Operation
   1. 6.1 Purpose of Service Operation
   2. 6.2 Objectives of Service Operation
   3. 6.3 Scope of Service Operation
   4. 6.4 Value to Business
   5. 6.5 Processes
      1. 6.5.1 Incident Management Process
      2. 6.5.2 Problem Management Process
      3. 6.5.3 Event Management Process
      4. 6.5.4 Request Fulfillment Process
      5. 6.5.5 Access Management Process

1. 7. Continual Service Improvement (CSI)
   1. 7.1 Purpose of CSI
   2. 7.2 Objectives of CSI
   3. 7.3 Scope of CSI
   4. 7.4 Value to Business
   5. 7.5 Basic Concepts in CSI
   6. 7.6 CSI Improvement approach
   7. 7.7 Relationship between CSI and KPI’s
   8. 7.8 Baselines
   9. 7.9 Types of Metrics
   10. 7.10 Processes
       1. 7.10.1 The Seven Step Improvement Process

1. 8. Functions
   1. 8.1 Service Desk Function
   2. 8.2 The Technical Management Function
   3. 8.3 Application Management Function
   4. 8.4 The IT Operations Management Function

1. 9. Roles
   1. 9.1 Process owner
   2. 9.2 Process manager
   3. 9.3 Process practitioner
   4. 9.4 Service owner
   5. 9.5 RACI model

1. 10. Technology and Architecture
   1. 10.1 Role of automation