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 Service Lifecycle and the processes underpinning this lifecycle.

ITIL 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 Expert Certificate in IT Service Management, and the Practitioner Certificates.

Syllabus:

Number of Questions: 40
Time allocated: 60 minutes
Question Type: Multiple Choice

The Foundation Certificate is based on five volumes of the IT Infrastructure Library and covers the entire Service Lifecycle from new service idea to retirement. In particular the following disciplines are covered:

• Service Strategy
1. Strategy Generation
2. Service Portfolio Management
3. Demand Management
4. Financial Management


• Service Design
1. Service Level Management
2. Service Catalogue Management
3. Supplier Management
4. IT Service Continuity Management
5. Availability Management
6. Capacity Management
7. Information Security Management


• Service Transition
1. Change Management
2. Service Asset & Configuration Management
3. Release & Deployment Management
4. Knowledge Management
5. Service Validation & Testing
6. Transition Management


• Service Operations
1. Incident Management
2. Problem Management
3. Request Fulfillment
4. Knowledge Management
5. Event Management
6. Access Management


• Continual Service Improvement

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:
1. Inputs
2. Process Steps
3. 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.