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ITILFIND03: Generic Concepts and Definitions – this topic requires that the students demonstrate an understanding of some key terminologies and describe the major concepts of service management. They should be able to describe the following major ideas:
- • Utility and warranty, assets, capabilities, and resources, as well as service portfolio and service catalog;• Governance, business case, risk management, service provider, and supplier;• Service-level and operational-level agreement as well as underpinning contract;• Service knowledge management system, availability, and service design package;• Configuration management system and configuration item;• Definitive media library, change and change types, event, alert, as well as incident;• Impact, urgency, priority, and service request;• Problem, workaround, known error, along with a known error database;• Role of communication within service operation, release policy, and types of services;• Change proposals, CSI register, outcomes, and a pattern of business activities;• Customers, users, as well as a deming cycle.
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ITIL v3 Foundation: Prerequisites
It is important to note that any individual interested in ITIL can go for the ITIL v3 Foundation certification without any problems as it does not have any prerequisites, other than passing the corresponding exam. This foundational-level certificate covers all the areas of the service lifecycle, which is why it is so beneficial for all the candidates.
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EXIN ITILFND Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Four Dimensions of Service Management | - Organizations and people - Information and technology - Value streams and processes - Partners and suppliers |
| Key Concepts of Service Management | - Service relationships and value co-creation - Value, outcomes, costs, and risks |
| ITIL Guiding Principles | - Think and work holistically - Progress iteratively with feedback - Collaborate and promote visibility - Start where you are - Keep it simple and practical - Focus on value - Optimize and automate |
| ITIL Management Practices (Overview) | - General management practices (e.g., Continual Improvement, Change Control) - Service management practices (e.g., Incident Management, Service Desk) - Technical management practices (e.g., Deployment Management) |
| ITIL Service Value System (SVS) | - Governance - Opportunity, demand, and value - Service Value Chain activities - Guiding principles integration |
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