The purpose of the ITIL® Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL® terminology, structure and basic concepts and has comprehended the core principles of ITIL® practices for Service Management. The ITIL® Foundation certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL® practices for Service Management without further guidance. Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.Based on Syllabus 4, released Juli 6, 2009.
The target group of the ITIL® Foundation certificate in IT Service Management is drawn from: • Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation. • IT professionals that are working within an organisation that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme. This may include but is not limited to, IT professionals, business managers and business process owners.
Exam candidates who have completed their ITIL® V3 Foundation exam can continue into EXIN’s broad IT Service Management certification program.
None
The candidate understands and knows the Basic Concepts used in the literature.To access V3 Glossaries in all available languages click on the link below.http://www.best-management-practice.com/ The exam requirements are developed by APMG and provided with permission from APMG. If you have any questions regarding these requirements you can contact EXIN (email: examens@exin.nl). EXIN will contact APMG if necessary. Service Management as a practice:Candidates can define Service and comprehend and explain the concept of Service Management as a practice. The Service Lifecycle:Candidates understand the value of the Service Lifecycle, how the processes integrate with each other, throughout the Lifecycle and explain the objectives and business value for each phase in the Lifecycle. Generic concepts and definitions:Candidates can define some of the key terminology and explain the key concepts of Service ManagementKey Principles and Models:Candidates can comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management. Processes:Candidates understand how the Service Management processes contribute to the Service Lifecycle, explain the high level objectives, scope, basic concepts, activities and challenges for five of the core processes and state the objectives and some of the basic concepts and roles for thirteen of the remaining processes including how they relate to each other. Functions:Candidates can explain the role, objectives, organizational structures of the Service Desk function and to state the role, objectives and overlap of three other functions. Roles:Candidates can account for and are aware of the responsibilities of some of the key roles in Service Management. Technology & Architecture:Candidates understand how Service Automation assists with integrating Service Management processes. ITIL® Qualification scheme:Candidates can explain the ITIL Qualification Scheme, distinguish between the purposes of the two intermediate streams, mention the included certificates, ITIL Expert and ITIL Master, and understand the different options for further training. Mock exam:The mock exam is intended to help candidates pass their ITIL® V3 Foundation exam.
The candidate understands and knows the Basic Concepts used in the literature.To access V3 Glossaries in all available languages click on the link below.http://www.best-management-practice.com/
The exam requirements are developed by APMG and provided with permission from APMG. If you have any questions regarding these requirements you can contact EXIN (email: examens@exin.nl). EXIN will contact APMG if necessary.
Service Management as a practice:Candidates can define Service and comprehend and explain the concept of Service Management as a practice.
The Service Lifecycle:Candidates understand the value of the Service Lifecycle, how the processes integrate with each other, throughout the Lifecycle and explain the objectives and business value for each phase in the Lifecycle.
Generic concepts and definitions:Candidates can define some of the key terminology and explain the key concepts of Service ManagementKey Principles and Models:Candidates can comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management.
Processes:Candidates understand how the Service Management processes contribute to the Service Lifecycle, explain the high level objectives, scope, basic concepts, activities and challenges for five of the core processes and state the objectives and some of the basic concepts and roles for thirteen of the remaining processes including how they relate to each other.
Functions:Candidates can explain the role, objectives, organizational structures of the Service Desk function and to state the role, objectives and overlap of three other functions.
Roles:Candidates can account for and are aware of the responsibilities of some of the key roles in Service Management.
Technology & Architecture:Candidates understand how Service Automation assists with integrating Service Management processes.
ITIL® Qualification scheme:Candidates can explain the ITIL Qualification Scheme, distinguish between the purposes of the two intermediate streams, mention the included certificates, ITIL Expert and ITIL Master, and understand the different options for further training.
Mock exam:The mock exam is intended to help candidates pass their ITIL® V3 Foundation exam.
Not applicable.
60 minutes
Computer-based or paper-based multiple-choice.
Number of questions : 40 Pass mark : 65% (26 out of 40) Open book : no Electronic equipment permitted : no
OGCPassing Your ITIL Foundation ExamISBN 13: 9780113310791Additional LiteratureOGCService StrategyISBN 13: 9780113310456OGCService DesignISBN 13: 9780113310470OGCService TransitionISBN 13: 9780113310487OGCService OperationISBN 13: 9780113310463OGCContinual Service ImprovementISBN 13: 9780113310494 Van Haren PublishingSlaag voor je ITIL V3 Foundation en Bridge examenISBN: 9789087535513 Van Haren PublishingSlaag voor je ITIL V3 Foundation en Bridge examenISBN: 9789087535513
Van Haren PublishingSlaag voor je ITIL V3 Foundation en Bridge examenISBN: 9789087535513