ITIL Foundation Certification Fact Sheet
Certification Name:
Foundation Certificate in IT Service Management (also known as "Service Management Essentials")
Examination Bodies:
Exin or ISEB (both provide very similar exams)
Examination Providers: Thomson Prometric
Certification Overview:
The Foundation Certificate in IT Service Management is the first certification step on the ITIL track. As a holder of the Foundation Certificate you have demonstrated a sound understanding of the ITIL Service Support and Service Delivery processes and the relationships/interfaces between these.
The Foundation Certification is fast becoming a mandatory requirement in many organisations for both Service Management professionals and Support professionals. It is a pre-requisite for the Managers Certificate in IT Service Management, and the Practitioners Certificate.
Syllabus:
Number of Questions: 40
Time allocated: 60 minutes
Question Type: Multiple Choice
The Foundation Certificate is based upon two volumes of the IT Infrastructure Library and covers the areas of Service Support and Service Delivery. In particular the following disciplines are covered:
- Service Support
- Service Desk
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release Management
- Service Delivery
- Service Level Management
- Capacity Management
- IT Service Continuity Management
- Financial Management for IT Services
- Availability Management
For each of the disciplines listed above you should be able to outline the following:
- The Goal of:
- Objectives of:
- Roles and Responsibilities of those parties involved:
- Process:
- Inputs
- Process Steps
- Outputs
- Basic Management Metrics and Key Performance Indicators for each discipline
- Benefits to be gained from implementing the process
- The basics of Implementing each process (eg. possible problems that may be encountered)
- Relationships / Interfaces with the other processes
- Acronyms associated with each discipline
With a sound knowledge of the above for each discipline, you will have no problems passing the Foundation Certificate in IT Service Management.