ITILFND01 - Service management as a practice
The purpose of this unit is to help the candidate to define the concept of a service, and
to comprehend and explain the concept of service management as a practice.
Specifically, candidates must be able to:
01-1. Describe the concept of best practices in the public domain (SS 2.1.7, Fig 2.3)
01-2. Describe and explain why ITIL is successful (SS 1.4)
01-3. Define and explain the concept of a service (SS 2.1.1)
01-4. Define and explain the concept of internal and external customers (SS 3.2.1.2)
01-5. Define and explain the concept of internal and external services (SS 3.2.2.3)
01-6. Define and explain the concept of service management (SS 2.1.2)
01-7. Define and explain the concept of IT service management (SS 2.1.3)
01-8. Define and explain the concept of stakeholders in service management (SS 2.1.5)
01-9. Define processes and functions (SS 2.2.2, 2.2.3.1)
01-10. Explain the process model and the characteristics of processes (SS 2.2.2, Fig 2.5)
The recommended study period for this unit is minimum 1 hour and 30 minutes.
ITILFND02 - The ITIL service lifecycle
The purpose of this unit is to help the candidate to understand the value of the ITIL
service lifecycle, how the processes integrate with each other, throughout the lifecycle and explain the objectives, scope and business value for each phase in the lifecycle
Specifically, candidates must be able to:
02-2. Describe the structure of the ITIL service lifecycle (SS 1. Introduction up to 1.1, SS 1.2, Fig 1.1)
02-3. Account for the purpose, objectives and scope of service strategy (SS 1.1.1,1.1.2)
02-4. Briefly explain what value service strategy provides to the business (SS 1.1.4)
02-5. Account for the purpose, objectives and scope of service design (SD 1.1.1, 1.1.2)
02-6. Briefly explain what value service design provides to the business (SD 1.1.4)
02-7. Account for the purpose, objectives and scope of service transition (ST 1.1.1, 1.1.2)
02-8. Briefly explain what value service transition provides to the business (ST 1.1.4)
02-9. Account for the purpose, objectives and scope of service operation (SO 1.1.1, 1.1.2)
02-10. Briefly explain what value service operation provides to the business (SO 1.1.4)
02-11. Account for the main purpose, objectives and scope of continual service improvement (CSI 1.1.1, 1.1.2)
02-12. Briefly explain what value continual service improvement provides to the
business (CSI 1.1.4)
It is recommended that this training is covered within other units.
The recommended study period for this unit is minimum 1 hour.
ITILFND03 - Generic concepts and definitions
The purpose of this unit is to help the candidate to define some of the key terminology
and explain the key concepts of service management.
Specifically, candidates must be able to define and explain the following key concepts:
03-1. Utility and warranty (SS 2.1.6 )
03-2. Assets, resources and capabilities (SS 2.2.1)
03-3. Service portfolio (SS 4.2.4.1, Fig 4.14)
03-4. Service catalogue (both two-view and three-view types) (SD 4.2.4.5, Fig. 4.4, Fig. 4.5)
03-5. Governance (SS 2.3.1)
03-6. Business case (SS 3.6.1.1)
03-7. Risk management (SS 5.6.5.1, 5.6.5.2)
03-8. Service provider (SS 2.1.4)
03-10. Supplier (SS 2.1.5)
03-11. Service level agreement (SLA) (SD 4.3.4)
03-12. Operational level agreement (OLA) (SD 4.3.4)
03-13. Underpinning contract (SD 4.8.4.2)
03-14. Service design package (SD Appendix A)
03-15. Availability (SD 4.4.4.3)
03-16. Service knowledge management system (SKMS) (ST 4.7.4.3)
03-17. Configuration item (CI) (ST 4.3.4.2)
03-18. Configuration management system (ST 4.3.4.3)
03-19. Definitive media library (DML) (ST 4.3.4.4)
03-20. Change (ST 4.2.4.4)
03-21. Change types (standard, emergency and normal) (ST 4.2.4.3, 4.2.4.7,
4.2.5.11)
03-24. Event (SO 4.1 1st para)
03-25. Alert (Glossary)
03-26. Incident (SO 4.2 1st para)
03-27. Impact, urgency and priority (SO 4.2.5.4)
03-28. Service request (SO 4.3 1st para)
03-29. Problem (SO 4.4 1st para)
03-30. Workaround (SO 4.4.5.6)
03-31. Known error (SO 4.4.5.7)
03-32. Known error database (KEDB) (SO 4.4.7.2)
03-33. The role of communication in service operation (SO 3.6)
03-35. Release policy (ST 4.1.4.2)
03-36. Types of services (SS 3.2.2.4, Tab 3.5)
03-37. Change proposals (ST 4.2.4.6)
03-38. CSI register (CSI 3.4)
03-39. Outcomes (SS 2.1.1)
03-40. Patterns of business activity (SS 4.4.5.2)
03-41. Customers and users (SS 2.1.5)
03-42. The Deming Cycle (plan, do, check, act) (CSI 3.8, Fig 2.8)
It is recommended that this unit is covered as part of the training in the other
units.
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 (SS 3.2.3, 3.2.3.1,Fig 3.6, Fig 3.7,
not section on “Marketing mindset”)
Service design
04-3. Understand the importance of people, processes, products and partners for
service management (SD 3.1.5, Fig 3.3)
04-4. Understand the five major aspects of service design (SD 3.1.1):
• 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 (CSI 3.1, CSI 3.1.1, Fig 3.1)
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) (CSI 5.5.1)
• Baselines (CSI 3.9.1)
• Types of metrics (technology metrics, process metrics, service metrics) (CSI 5.5)
The recommended study period for this unit is minimum 1 hour and 30 minutes.
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 (SS 4.2.1, 4.2.2 )
• The service portfolio (SS 4.2.4.1, Fig 4.14)
05-22 Financial management for IT services (SS 4.3.1, 4.3.2)
• Business case (SS 3.6.1.1)
05-23 Business relationship management (SS 4.5.1, 4.5.2, Tab 4.10)
Service design
05-3. Explain the purpose, objectives, scope, basic concepts, process
activities and interfaces for:
05-31 Service level management (SLM) (SD 4.3.1. 4.3.2, 4.3.6.4)
The following list must be covered:
• Service-based SLA (SD 4.3.5.1)
• Multi-level SLAs (SD 4.3.5.1, Fig 4.7)
• Service level requirements (SLRs) (SD 4.3.5.2)
• SLA monitoring (SLAM) chart (SD 4.3.5.5, CSI Fig 4.4)
• Service review (SD 4.3.5.6)
• Service improvement plan (SIP) (SD 4.3.6.3)
• The relationship between SLM and BRM (SD 4.3.2.1
05-4. State the purpose, objectives and scope for:
05-41 Service catalogue management (SD 4.2.1, 4.2.2)
05-42 Availability management (SD 4.4.1, 4.4.2)
• Service availability (SD 4.4.4.2)
• Component availability (SD 4.4.4.2)
• Reliability (SD 4.4.4.3)
• Maintainability (SD 4.4.4.3)
• Serviceability (SD 4.4.4.3)
• Vital business functions (VBF) (SD 4.4.4.3)
05-43 Information security management (ISM) (SD 4.7.1, 4.7.2 )
• Information security policy (SD 4.7.4.1)
05-44 Supplier management (SD 4.8.1, 4.8.2 )
• Supplier categories (SD 4.8.5.3, Fig 4.28)
05-45 Capacity management (SD 4.5.1, 4.5.2)
• Capacity plan (SD 4.5.6.3)
• Business capacity management (SD 4.5.4.3)
• Service capacity management (SD 4.5.4.3)
• Component capacity management (SD 4.5.4.3)
05-46 IT service continuity management (SD 4.6.1, 4.6.2)
• Purpose of business impact analysis (BIA) (SD 4.6.5.2)
• Risk assessment (SD 4.6.5.2)
05-47 Design coordination (SD 4.1.1, 4.1.2)
Service transition
05-5. Explain the purpose, objectives, scope, basic concepts, process
activities and interfaces for:
05-51 Change management (ST 4.2.1, 4.2.2, 4.2.4.6, 4.2.6.4, 4.2.6.5)
• Types of change request (ST 4.2.4.3)
• Change models (ST 4.2.4.5)
• Remediation planning (ST 4.2.4.8)
• Change advisory board / emergency change advisory board (ST
4.2.5.10, 4.2.5.11)
• Lifecycle of a normal change (ST 4.2.5, Fig 4.2)
05-6. State the purpose, objectives and scope for:
05-61 Release and deployment management (ST 4.4.1, 4.4.2)
• Four phases of release and deployment (ST 4.4.5, Fig 4.23)
05-62 Knowledge management (ST 4.7.1, 4.7.2)
• Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS (ST 4.7.4.2, 4.7.4.3, Fig 4.36)
05-63 Service asset and configuration management (SACM) (ST 4.3.1, 4.3.2,)
05-64 Transition planning and support (ST 4.1.1, 4.1.2)
Service operation
05-7. Explain the purpose, objectives, scope, basic concepts, process
activities and interfaces for:
05-71 Incident management (SO 4.2.1, 4.2.2, 4.2.4.2, 4.2.5, 4.2.6.4)
05-72 Problem management (SO 4.4.1, 4.4.2, 4.4.4.2, 4.4.5, 4.4.6.4), not section on
problem analysis techniques (4.4.4.3)
05-8. State the purpose, objectives and scope for:
05-81 Event management (SO 4.1.1, 4.1.2)
05-82 Request fulfilment (SO 4.3.1, 4.3.2)
05-83 Access management (SO 4.5.1, 4.5.2)
Continual service improvement
05-9. State the purpose, objectives and scope for:
05-91 The seven-step improvement process (CSI 3.9.3.1, 4.1, 4.1.1, 4.1.2, Fig 3.4)
The recommended study period for this unit is minimum 10 hours and 45
minutes.
ITILFND06 Functions
The purpose of this unit is to help the candidate to explain the role, objectives and
organizational structures of the service desk function, and to state the role, objectives
and overlap of three other functions.
Specifically, candidates must be able to:
06-1. Explain the role, objectives and organizational structures for
• The service desk function (SO 6.3, 6.3.1, 6.3.2, 6.3.3, Figs 6.2, 6.3, 6.4)
06-2. State the role and objectives of:
• The technical management function (SO 6.4.1, 6.4.2)
• The application management function (SO 6.6.1, 6.6.2) with application
development (SO 6.6.6.1, Tab 6.2)
• The IT operations management function (IT operations control and
facilities management) (SO 6.5.1, 6.5.2)
The recommended study period for this unit is minimum 1 hour.
ITILFND07 Roles
The purpose of this unit is to help the candidate to account for and to be aware of the
responsibilities of some of the key roles in service management.
Specifically, candidates must be able to:
07-1. Account for the role and the responsibilities of the
• Process owner (SD 6.3.2)
• Process manager (SD 6.3.3)
• Process practitioner (SD 6.3.4)
• Service owner (SD 6.3.1)
07-2. Recognize the responsible, accountable, consulted, informed (RACI)
responsibility model and explain its role in determining organizational
structure. (SD 3.7.4.1, tab 3.2, not RACI-VS or RASCI)
The recommended study period for this unit is minimum 45 minutes.
ITILFND08 Technology and architecture
The purpose of this unit is to help the candidate to:
08-2. Understand how service automation assists with expediting service
management processes (SS 7.1)
It is recommended that this unit is covered as part of the training in the other
units.
ITILFND09 Competence and training
09-1. Competence and skills for service management (SD 6.5.1)
09-2. Competence and skills framework (SD 6.5.2)
09-3. Training (SD 6.5.3)
This unit is not examinable. The recommended period of study is 15 minutes.
ITILFND10 Mock exam
The purpose of this unit is to help the candidate to pass the ITIL Foundation exam.
Specifically, candidates must:
10-1. Sit a minimum of one ITIL Foundation mock exam.
The recommended study period for this unit is minimum 2 hours inclusive of
revision.
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