The ITIL Foundation Certificate Detailed SYLLABUS Part 2

The ITIL Foundation Certificate in IT Service Management SYLLABUS

Foundation syllabus :

The ITIL Foundation Certificate Detailed SYLLABUS Part 2

The syllabus will guide the design, development and use of training materials as well as training aimed  at raising individual’s understanding of, and competence in, IT service management as described in the

ITIL Service Strategy, 

ITIL Service Design, 

ITIL Service Transition, 

ITIL Service Operation, 

ITIL Continual Service Improvement, 

ITIL Introduction and ITIL Glossary publications. 

The syllabus has been designed with ease of reference, extensibility and ease of maintenance in mind.

Candidates for the ITIL Foundation certificate in IT service management have to complete all units and successfully pass the corresponding examination to achieve certification.

Training providers are free to structure and organize their training in the way they find most appropriate, provided the units below are sufficiently covered. It is strongly recommended that training providers do not structure their courses by simply following the order of the training units as described in this document. It has been designed to be flexible so that training providers can add value as appropriate.

The recommended number of study days is 3 when taught in a classroom environment, which can

include the final exam.

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ITILFND04 Key principles and models :

The purpose of this unit is to help the candidate to comprehend and account for the key principles and models of service management and to balance some of the opposing forces within service management. Specifically, candidates must be able to:

Service strategy
04-2. Describe value creation through services

Service design
04-3. Understand the importance of people, processes, products and partners for service management

04-4. Understand the five major aspects of service design 
• Service solutions for new or changed services
• Management information systems and tools
• Technology architectures and management architectures
• The processes required
• Measurement methods and metrics

Continual service improvement
04-9. Explain the continual service improvement approach
04-10. Understand the role of measurement for continual service improvement and explain the following key elements:
• Relationship between critical success factors (CSF) and key performance indicators (KPI)
• Baselines
• Types of metrics (technology metrics, process metrics, service metrics)

The recommended study period for this unit is minimum 1 hour and 30 minutes.

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ITILFND05 Processes :

The purpose of this unit is to help the candidate understand how the service management processes contribute to the ITIL service lifecycle, to explain the purpose, objectives, scope, basic concepts, activities and interfaces for four of the core processes, and to state the purpose, objectives and scope for eighteen of the remaining processes.

The list of activities to be included from each process is the minimum required and should not be taken as an exhaustive list. Specifically, candidates must be able to:
Service strategy
05-2. State the purpose, objectives and scope for:
05-21 Service portfolio management
• The service portfolio
05-22 Financial management for IT services
• Business case
05-23 Business relationship management
Service design
05-3. Explain the purpose, objectives, scope, basic concepts, process
activities and interfaces for:
05-31 Service level management (SLM)

The following list must be covered:
• Service-based SLA
• Multi-level SLAs
• Service level requirements (SLRs)
• SLA monitoring (SLAM) chart
• Service review
• Service improvement plan (SIP)
• The relationship between SLM and BRM
05-4. State the purpose, objectives and scope for:

05-41 Service catalogue management
05-42 Availability management
• Service availability
• Component availability
• Reliability
• Maintainability
• Serviceability
• Vital business functions (VBF)
05-43 Information security management (ISM)
• Information security policy
05-44 Supplier management
• Supplier categories
05-45 Capacity management
• Capacity plan
• Business capacity management
• Service capacity management
• Component capacity management
05-46 IT service continuity management
• Purpose of business impact analysis (BIA)
• Risk assessment
05-47 Design coordination
Service transition
05-5. Explain the purpose, objectives, scope, basic concepts, process
activities and interfaces for:
05-51 Change management
• Types of change request
• Change models
• Remediation planning
• Change advisory board / emergency change advisory board
• Lifecycle of a normal change
05-6. State the purpose, objectives and scope for:
05-61 Release and deployment management
• Four phases of release and deployment
05-62 Knowledge management
• Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
05-63 Service asset and configuration management (SACM)
05-64 Transition planning and support
Service operation
05-7. Explain the purpose, objectives, scope, basic concepts, process
activities and interfaces for:
05-71 Incident management
05-72 Problem management , not section on problem analysis techniques
05-8. State the purpose, objectives and scope for:
05-81 Event management
05-82 Request fulfilment
05-83 Access management
Continual service improvement
05-9. State the purpose, objectives and scope for:
05-91 The seven-step improvement process

The recommended study period for this unit is minimum 10 hours and 45
minutes.

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The ITIL Foundation Certificate Detailed SYLLABUS Part 1


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The ITIL Foundation Certificate Detailed SYLLABUS Part 3