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Copyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
ITIL V3 Foundation Exam - The Study GuideCopyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
About the ITSM LibraryThe publications in the ITSM Library cover best practice in IT management and are published onbehalf of itSMF International.The IT Service Management Forum (itSMF) is the association for practitioners and organizations whopractice ITSM. itSMF’s goal is to promote innovation and IT management. Suppliers and customersare equally represented within the itSMF. The Forum’s main focus is exchange of peer knowledge andexperience. Our authors are global experts.The following publications are, or soon will be, available.Introduction, Foundations andPractitioners books Foundations of IT Service Management basedon ITIL (V2, Arabic, Chinese, German,English, French, Italian, Japanese, Korean,Dutch, Brazilian Portuguese, and Russian;Danish and Spanish) Foundations of IT Service Management basedon ITIL (V3, English, Dutch) IT Service Management - An Introduction(V2, being replaced by V3, only a fewlanguages left) IT Service Management - An Introduction(V3, English, Dutch) IT Services Procurement based on ISPL An Introduction (Dutch) Project Management based on PRINCE2 2005 Edition (Dutch, English, German) Release & Control for IT ServiceManagement, based on ITIL A Practitioner Guide (English) ISO/IEC 20000 - An Introduction(English, German, Japanese) Implementing ISO/IEC 20000 Certification:The Roadmap (English)IT Service Management - best practices IT Service Management - best practices,part 1 (Dutch) IT Service Management - best practices,part 2 (Dutch) IT Service Management - best practices,part 3 (Dutch) IT Service Management - best practices,part 4 (Dutch) IT Service Management - Global BestPractices, Volume 1 (English)Topics & Management instruments Metrics for IT Service Management (English) Implementing metrics for IT ServiceManagement (English) Six Sigma for IT Management (English) The RfP for IT Outsourcing - A ManagementGuide (Dutch) Service Agreements - A Management Guide(English) Frameworks for IT Management(English, German, Japanese) IT Governance based on COBIT A Management Guide (English, German)Study guidesITIL V3 Foundation Exam - The Study Guide(English)Pocket guides IT Service Management - A summary basedon ITIL (V2, Dutch) IT Service Management based on ITIL V3 A Pocket Guide (V3, English, Dutch) ISO/IEC 20000 - A Pocket Guide (English,German, Japanese, Italian, Spanish, formerlyBS 15000 - A Pocket Guide) IT Services Procurement based on ISPL A Pocket Guide (English) IT Service CMM - A Pocket Guide (English) Six Sigma for IT Management A Pocket Guide (English) Frameworks for IT Management A Pocket Guide (English, Dutch)Miscellaneous IT Service Management from Hell!!(V2, English) IT Service Management from Hell. Based onNot-ITIL (V3, English)For any further enquiries about ITSM Library, please visit ks/itsm library or www.vanharen.net.Copyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
ITIL V3 Foundation ExamThe Study GuideA publication of itSMF InternationalCopyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
ColophonTitle:ITIL V3 Foundation Exam - The Study GuideEditors (Inform-IT):Authors:Jan van Bon (Managing editor)Arjen de JongAxel KolthofMike PieperRuby TjassingAnnelies van der VeenTieneke VerheijenPublisher:Van Haren Publishing, Zaltbommel, www.vanharen.netDesign & layout:CO2 Premedia bv, Amersfoort - NLISBN:978 90 8753 069 3Edition:First edition, first impression, November 2008 itSMF-International, 2008 Crown copyright material is reproduced with the permission of the Controller of HMSO andQueen’s Printer for Scotland.ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdomand other countriesCrown copyright material published under license from the Controller of Her Majesty’s StationeryOffice. All rights reserved. No part of this publication may be reproduced in any form by print, photoprint, microfilm or any other means without written permission by the publisher.Although this publication has been composed with much care, neither author, nor editor, norpublisher can accept any liability for damage caused by possible errors and/or incompleteness in thispublication.TRADEMARK NOTICESITIL and PRINCE2 are Registered Trade Marks and Registered Community Trade Marks of theOffice of Government Commerce, and are Registered in the U.S. Patent and Trademark Office.COBIT is a registered trademark of the Information Systems Audit and Control Association (ISACA)/IT Governance Institute (ITGI).The PMBoK is a registered trademark of the Project Management Institute (PMI).Copyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
ForewordThis concise Exam Guide provides details on the ITIL V3 Qualification Scheme, apractical introduction to the content of the five ITIL V3 core books, and an extensive setof exam questions to support the best exam preparation.It explains the structure of the new Service Lifecycle in the context of IT servicemanagement principles, and explains what functions and processes are. Each of thephases in the Service Lifecycle is discussed in detail, including all functions and processes.Each chapter follows a standardized structure, and ends with a number of sample examquestions.At the end of the guide, a full set of 40 sample questions of the ITIL V3 FoundationExam is provided, including the answers to the sample questions.The Exam Guide provides detailed information on the ITIL V3 Foundation Exam andhow to prepare for this exam. It also provides a cross-reference to the ITIL V3 Foundationexam requirements, underpinning its value as an exam preparation tool.This Exam Guide is fully licensed by UK Government, and based on official ITILmaterial that was developed by a broad team of expert editors, expert authors and expertreviewers. It provides an essential tool for anyone taking the ITIL V3 Foundations Examor the Version 2 to Version 3 Bridging exam.It is based on the latest exam syllabus and ITIL content, highlighting the areas needed topass the exam. As a study aid it is ideal for those new to ITIL but also for those alreadyfamiliar with ITIL V2, it is straight to the point, and provides you with an excellentreference to keep up to date.Passing your ITIL V3 Foundation Exam shouldn’t be difficult anymore, once you havethis guide with you.Jan van BonManaging Editor ITSM LibraryCopyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
VICopyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
ContentsForeword V11.11.21.41.5The ITIL Qualification Scheme 1About ITIL 1The ITIL Qualification Scheme 11.2.1 Foundation Level 21.2.2 Intermediate Level 31.2.3 ITIL Expert 41.2.4 ITIL Master 4Examination Institutes 41.3.1 APMG 41.3.2 DANSK IT 41.3.3 DF Certifiering AB 41.3.4 EXIN 51.3.5 ISEB 51.3.6 LCS 5Accredited Training Organizations 5About this Study Guide 522.12.22.32.42.52.6Introduction 7Definition of Service Management 7Service Management Technology 7Overview of the Service Lifecycle 8ITIL Library 10Introduction to Functions and Processes 11Sample Questions 1333.1Service Strategy 15Lifecycle Phase 153.1.1 Introduction 153.1.2 Basic concepts 163.1.3 Processes and other activities 173.1.4 Organization 183.1.5 Methods, techniques and tools 193.1.6 Implementation and operation 201.3Copyright protected. Use is for Single Users only via a VHP Approved License.For information and printed versions please see www.vanharen.net
VIII3.23.344.14.24.355.15.2Functions and Processes 223.2.1 Financial Management 223.2.2 Service Portfolio Management 263.2.3 Demand Management 29Sample Questions 31Service Design 33Lifecycle Phase 334.1.1 Introduction 334.1.2 Basic concepts 344.1.3 Processes and other activities 364.1.4 Organization 374.1.5 Methods, techniques and tools 394.1.6 Implementation and operation 39Functions and Processes 424.2.1 Service Catalogue Management 424.2.2 Service Level Management 444.2.3 Capacity Management 474.2.4 Availability Management 504.2.5 IT Service Continuity Management 544.2.6 Information Security Management 574.2.7 Supplier Management 60Sample Questions 62Service Transition 67Lifecycle Phase 675.1.1 Introduction 675.1.2 Basic concepts 685.1.3 Processes and other activities 685.1.4 Organization
ItIl f O undat IO n exam - the s t u dy gu I de 195 IT Service Management Forum (itSMF) The IT Service Management Forum is an independent Organization dedicated to promoting a p
