PeopleCert ITIL Foundation

Name: PeopleCert ITIL Foundation

Exam Code: ITIL Foundation

PeopleCert ITIL Foundation

My ITIL®

My ITILMy ITIL is the go-to best practice subscription for service management professionals. More than just a subscription, it’s all the practical help, easy-access support and professional endorsement you’ll ever need to advance your ITSM career.

Who is it for?

Professionals in IT Service Management (ITSM), at any career stages and levels will benefit from subscribing to My ITIL!

Programme Benefits

- Pass your ITIL exams like a pro, excel in your role and advance your career!

Resources you can rely on

- With a few clicks of a button, you’ll find all the publications, templates and toolkits you’ll need to implement best practice

Insights from your industry

- We’ll keep you up-to-date with the latest thought-leadership; as the industry moves, we move with it

Education from the experts

- Within the home of best practice, you’ll have the opportunity to learn from the industry’s most accomplished subject-matter experts.

Professional endorsement

- Complete continuing professional development (CPD) activities each year and you’ll earn a digital badge aligned to your certification and demonstrative of your commitment to best practice

PeopleCert ITIL Foundation Exam Summary:

Exam Name	PeopleCert ITIL Foundation
Exam Code	ITIL Foundation
Exam Fee	USD $363
Exam Duration	60 Minutes
Number of Questions	40
Passing Score	26 / 40
Format	Multiple Choice
Sample Questions	PeopleCert ITIL Foundation Exam Sample Questions and Answers
Practice Exam	PeopleCert ITIL Foundation Certification - IT Service Management Practice Test

PeopleCert ITIL Foundation Syllabus Topics:

Unit	Content
Service management as a practice	- Describe the concept of best practices in the public domain - Describe and explain why ITIL is successful - Define and explain the concept of a service - Define and explain the concept of internal and external customer - Define and explain the concept of internal and external services - Define and explain the concept of service management - Define and explain the concept of IT service management - Define and explain the concept of stakeholders in service management - Define processes and functions - Explain the process model and the characteristics of processes
The ITIL service lifecycle	- Describe the structure of the ITIL service lifecycle - Account for the purpose, objectives and scope of service strategy - Briefly explain what value service strategy provides to the business - Account for the purpose, objectives and scope of service design - Briefly explain what value service design provides to the business - Account for the purpose, objectives and scope of service transition - Briefly explain what value service transition provides to the business - Account for the purpose, objectives and scope of service operation - Briefly explain what value service operation provides to the business - Account for the main purpose, objectives and scope of continual service improvement - Briefly explain what value continual service improvement provides to the business
Generic concepts and definitions	- Utility and warranty - Assets, resources and capabilities - Service portfolio - Service catalogue - Governance - Business case - Risk management - Service provider - Supplier - Service level agreement - Operational level agreement - Underpinning contract - Service design package - Availability - Service knowledge management system (SKMS) - Configuration item (CI) - Configuration management system - Definitive media library (DML) - Change - Change types (standard, emergency and normal) - Event - Alert - Incident - Impact, urgency and priority - Service request - Problem - Workaround - Known error - Known error database (KEDB) - The role of communication in service operation - Release policy - Types of services - Change proposals - CSI register - Outcomes - Patterns of business activity - Customers and users - The Deming Cycle (plan, do, check, act)
Key principles and models	Service strategy - Describe value creation through services Service design - Understand the importance of people, processes, products and partners for service management - Understand the five major aspects of service design 1. Service solutions for new or changed services 2. Management information systems and tools 3. Technology architectures and management architectures 4. The processes required 5. Measurement methods and metrics Continual service improvement - Explain the continual service improvement approach - Understand the role of measurement for continual service improvement and explain the following key elements: 1. Relationship between critical success factors (CSF) and key performance indicators (KPI) 2. Baselines 3. Types of metrics (technology metrics, process metrics, service metrics)
Selected processes	Service strategy State the purpose, objectives and scope for: - Service portfolio management 1. The service portfolio - Financial management for IT services 1. Business case - Business relationship management Service design Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for: - Service level management 1. Service-based SLA 2. Multi-level SLAs 3. Service level requirements 4. SLA monitoring (SLAM) chart 5. Service review 6. Service improvement plan (SIP) 7. The relationship between SLM and BRM State the purpose, objectives and scope for: - Service catalogue management - Availability management 1. Service availability 2. Component availability 3. Reliability 4. Maintainability 5. Serviceability 6. Vital business functions (VBF) - Information security management (ISM) 1. Information security policy - Supplier management 1. Supplier categories - Capacity management 1. Capacity plan 2. Business capacity management 3. Service capacity management 4. Component capacity management - IT service continuity management 1. Purpose of business impact analysis (BIA) 2. Risk assessment - Design coordination Service transition Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for: - Change management 1. Types of change request 2. Change models 3. Remediation planning 4. Change advisory board / emergency change advisory board 5. Lifecycle of a normal change State the purpose, objectives and scope for: - Release and deployment management 1. Four phases of release and deployment - Knowledge management 1. Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS - Service asset and configuration management (SACM) - Transition planning and support Service operation Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for: - Incident management - Problem management State the purpose, objectives and scope for: - Event management - Request fulfilment - Access management Continual service improvement State the purpose, objectives and scope for: - The seven-step improvement process
Selected functions	- Explain the role, objectives and organizational structures for 1. The service desk function - State the role and objectives of 1. The technical management function 2. The application management function with application development 3. The IT operations management function (IT operations control and facilities management)
Selected roles	- Account for the role and the responsibilities of the 1. Process owner 2. Process manager 3. Process practitioner 4. Service owner  - Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.
Technology and architecture	- Understand how service automation assists with expediting service management processes
Competence and training	- Competence and skills for service management - Competence and skills framework - Training