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ITIL Foundation Exam Study Guide

Liz Gallacher, Helen Morris

ISBN: 978-1-119-94364-8 August 2012 408 Pages


Everything you need to prepare for the ITIL exam – Accredited to 2011 syllabus

The ITIL (Information Technology Infrastructure Library) exam is the ultimate certification for IT service management. This essential resource is a complete guide to preparing for the ITIL Foundation exam and includes everything you need for success. Organized around the ITIL Foundation (2011) syllabus, the study guide addresses the ITIL Service Lifecycles, the ITIL processes, roles, and functions, and also thoroughly explains how the Service Lifecycle provides effective and efficient IT services.

  • Offers an introduction to IT service management and ITIL V3 service strategy
  • Highlights the topics of service design and development and the service management processes
  • Reviews the building, testing, authorizing, documenting, and implementation of new and changed services into operation
  • Addresses creating and maintaining value for customers through monitoring and improving services, processes, and technology
  • Download valuable study tools including practice exams, flashcards, a glossary of key terms and more.

If you prefer self-study over the more expensive training course, but you don't want to skimp on information or preparation, then this study guide is for you.

Introduction xvii

Assessment Test xxvii

Chapter 1 Service Management as a Practice 1

Best-Practice Approaches and ITIL 2

Why Is ITIL So Successful? 4

Services, Customers, and Stakeholders 5

Identifying Types of Service 6

Understanding the Customer, Internal and External 7

Differentiating Between Internal and External Services 8

Who Are the Stakeholders in Service Management? 11

Understanding the Concepts of Service Management and IT Service Management 12

Service Management 12

IT Service Management 13

IT Service Provider Types 13

Understanding Processes and Functions 14

Processes in the Service Lifecycle 14

The Process Model 14

Process Characteristics 16

Organizing for Service Management 17

Introducing the Service Lifecycle 20

Summary 21

Exam Essentials 22

Review Questions 23

Chapter 2 Understanding Service Strategy 25

Understanding the Service Strategy Stage 26

Purpose and Objectives of Service Strategy 26

Setting the Scope for Service Strategy 27

What Value Does Service Strategy Provide to the Business? 27

Demonstrating the Value of Services 28

Understanding Key Concepts of Service Strategy 31

Utility and Warranty in Value Creation 31

Assets, Resources, and Capabilities 32

Governance and Its Place in the Lifecycle 34

Management of Risk in Service Management 34

Understanding Patterns of Business Activity 36

Summary 38

Exam Essentials 38

Review Questions 40

Chapter 3 Service Strategy Processes 43

Understanding Service Portfolio Management 44

Purpose of SPM 44

Objectives of SPM 45

Scope of SPM 45

The Service Portfolio 46

Understanding the Financial Management Process 47

Purpose of Financial Management 47

Objectives of Financial Management 48

Scope of Financial Management 48

Preparing and Using a Business Case 50

Understanding the Business Relationship Management Process 52

Purpose of the BRM Process 53

Objectives of the BRM Process 53

Scope of the BRM Process 54

Summary 57

Exam Essentials 58

Review Questions 59

Chapter 4 Understanding Service Design 61

Understanding the Purpose, Objectives, and Scope for Service Design 62

The Purpose of Service Design 63

The Objectives of Service Design 63

The Scope of Service Design 63

The Value Service Design Provides to the Business 64

Describing the Service 64

Four Key Elements of Service Design 65

People 66

Processes 66

Products 66

Partners 67

Building the Service 67

Five Major Aspects of Service Design 68

Service Solutions 69

Management Information Systems and Tools 70

Architectures 70

Measurement Systems 71

Processes 71

Summary 71

Exam Essentials 72

Review Questions 73

Chapter 5 Service Level Management: Aligning IT with Business Requirements 77

The Purpose, Objectives, and Scope of Service Level Management 78

Capturing Service Level Requirements 81

Understanding the Service Level Agreement 82

What Does an SLA Contain? 83

Building the SLA 84

Structuring the Agreement 86

Monitoring and Improving Service Delivery 88

Reviewing the Service with the Customer 90

Taking Steps to Improve: The Service Improvement Plan 91

Interfacing with Other Service Management Processes 91

Summary 92

Exam Essentials 92

Review Questions 94

Chapter 6 The Other Service Design Processes 97

Service Catalog Management 98

Understanding the Service Catalog 99

Purpose of the Service Catalog Management Process 101

Objectives of the Service Catalog Management Process 102

Scope of the Service Catalog Management Process 102

Availability Management 103

Defining Availability 103

Purpose of Availability Management 104

Objectives of Availability Management 104

Scope of Availability Management 105

Understanding the Effect of Downtime on Vital Business Functions 105

Improving Availability 106

Information Security Management 111

Purpose, Objectives, and Scope of Information Security Management 111

Producing an Information Security Policy 112

Educating Staff About Security 113

Supplier Management 114

The Purpose and Objectives of Supplier Management 115

What Is Covered by Supplier Management? 116

Supplier Categorization 116

Capacity Management 119

Delivering What Is Required, When It Is Required 120

What Should Capacity Management Include? 120

The Capacity Management Subprocesses 122

Planning for the Future: The Capacity Plan and CMIS 125

IT Service Continuity Management 126

What Does ITSCM Aim to Achieve? 127

What Is Included in ITSCM? 128

Assessing Business Impact 129

Assessing Risk 131

Design Coordination 133

Summary 135

Exam Essentials 135

Review Questions 138

Chapter 7 Service Design Roles 143

Roles and Responsibilities in Service Management 144

Service Owner 145

Process Owner 146

Process Manager 148

Process Practitioner 148

Designing Roles Using the RACI Model 149

Competence and Training 152

Competence and Skills for Service Management 152

Competence and Skills Framework 153

Specific Training in the ITIL Framework 153

Summary 155

Exam Essentials 155

Review Questions 156

Chapter 8 Understanding Service Transition and the

Change Management Processes 159

Understanding Service Transition 160

The Purpose of Service Transition 160

The Objectives of Service Transition 161

The Scope of Service Transition 162

The Value of Service Transition to the Business 162

Introduction to the Change Management Process 163

The Purpose of the Change Management Process 163

Objectives of the Change Management Process 164

Scope of the Change Management Process 165

Types of Change 166

The Role of the Change Advisory Board 175

How the Change Management Process Interfaces with Other Service Management Processes 176

Summary 177

Exam Essentials 178

Review Questions 180

Chapter 9 Service Transition Processes 183

Transition Planning and Support 184

The Purpose of Transition Planning and Support 185

The Objectives of Transition Planning and Support 186

The Scope of Transition Planning and Support 187

Service Asset and Configuration Management 187

The Purpose of the SACM Process 188

The Objectives of the SACM Process 188

The Scope of the SACM Process 189

The Description and Definition of Configuration Items 190

The Description of the Configuration Model 192

Using the Configuration Management System 193

Using the Definitive Media Library 195

Knowledge Management 196

The Purpose of Knowledge Management 196

The Objectives of Knowledge Management 197

The Scope of Knowledge Management 198

Using the Data-Information-Knowledge-Wisdom Structure 198

Using the Service Knowledge Management System 200

Release and Deployment Management 201

The Purpose of the Release and Deployment Management Process 202

The Objectives of the Release and Deployment Management Process 202

The Scope of the Release and Deployment Management Process 203

Creating the Release Policy 204

Managing the Four Phases of Release and Deployment 205

Summary 206

Exam Essentials 207

Review Questions 209

Chapter 10 Delivering the Service: The Service Operation Lifecycle Stage 211

Understanding the Purpose, Objectives, and Scope of Service Operation 212

The Purpose of Service Operation 212

The Objectives of Service Operation 213

The Scope of Service Operation 213

The Value Service Operation Delivers to the Business 214

Organizing for Service Operations 215

Technical Management 215

Applications Management 216

Operations Management 219

Objectives 221

Overlapping Responsibilities Between Functions 221

The Service Desk Function 223

Summary 231

Exam Essentials 231

Review Questions 233

Chapter 11 The Major Service Operation Processes 237

Incidents and Problems: Two Key Service Management Concepts 238

Incident Management 238

The Purpose of Incident Management 239

The Objectives of Incident Management 239

The Scope of Incident Management 240

Basic Concepts for Incident Management 240

Managing Incidents 243

Interfaces Between Incident Management and the Lifecycle Stages 252

Problem Management 253

The Purpose, Objectives, and Scope of Problem Management 254

Problem Management Concepts 255

Managing Problems: The Problem Management Process 257

Interfaces 261

Service Strategy 261

Service Design 262

Service Transition 262

Continual Service Improvement 263

Summary 263

Exam Essentials 264

Review Questions 265

Chapter 12 The Other Service Operation Processes 267

Event Management 268

The Purpose of Event Management 269

The Objectives of Event Management 269

The Scope of Event Management 270

Monitoring and Event Management 271

Request Fulfillment 271

Purpose 272

Objectives 272

Scope 275

Access Management 275

Purpose 275

Objectives 276

Scope 276

Summary 277

Exam Essentials 278

Review Questions 279

Chapter 13 Understanding Continual Service Improvement 283

Achieving Continual Service Improvement 284

Understanding the Purpose of CSI 284

The Objectives of CSI 285

Setting the Scope for CSI 286

How CSI Provides Value to the Business 287

Utilizing the Continual Service Improvement Approach 287

Capturing Your Improvements 289

Improving Quality with the Deming Cycle 292

The Role of Measurement in CSI 293

The Seven-Step Improvement Process 296

Step 1: Identify the Strategy for Improvement 298

Step 2: Define What You Will Measure 299

Step 3: Gather the Data 300

Step 4: Process the Data 301

Step 5: Analyze the Information and Data 302

Step 6: Present and Use the Information 303

Step 7: Implement Improvement 303

DIKW and the Seven-Step Improvement Process 305

PDCA and the Seven-Step Improvement Process 305

Summary 306

Exam Essentials 306

Review Questions 308

Appendix A Answers to Review Questions 311

Appendix B Sample Foundation Examinations 325

Appendix C About the Additional Study Tools 357

Index 361

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ChapterPageDetailsDatePrint Run
594Errata in text
Chapter 5
Review Questions
p. 94
Question #4
4. Which of the following is a type of service provider?
4. Which of the following is not a recognized type of service provider?

280Errata in text
Chapter 12: The Other Service Operation Processes
Question 6
6. Event management can be used to monitor which of the following?
1. Environmental conditions
2. System messages
3. Staff rosters
4. License use
A. 1 and 2
B. 2, and 3
C. 2, and 4 - OPTION SHOULD BE CHANGED TO 1, 2, and 4
D. All of the above