{"id":147969,"date":"2023-10-30T15:55:42","date_gmt":"2023-10-30T18:55:42","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/how-to-pass-the-itil-foundation-exam\/"},"modified":"2025-12-10T18:07:46","modified_gmt":"2025-12-10T21:07:46","slug":"how-to-pass-the-itil-foundation-exam","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/","title":{"rendered":"How to pass the ITIL Foundation exam"},"content":{"rendered":"\r\n<p><span style=\"font-weight: 400;\">The purpose of the <a href=\"http:\/\/axelos.com\/certifications\/itil-service-management\/\">ITIL Foundation<\/a> certificate in IT Service Management is to certify that the candidate has knowledge of the terminology, structure, and basic concepts of ITIL. In addition, the certificate ensures that the candidate understands the fundamental principles of ITIL practices for service management.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">However, it does not aim to train professionals in the application of ITIL practices for Service Management without additional guidance.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">To help you succeed and pass the ITIL Foundation exam, I ask you to stay with me and see all the tips raised, as they are very valuable! In summary, it is a good way to succeed. So, let&#8217;s go?<\/span><\/p>\r\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Target_audience\" >Target audience:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Learning_objectives\" >Learning objectives:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Certification_Teaching_Plan\" >Certification Teaching Plan:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Exam_format\" >Exam format:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Unit_ITILFND01_%E2%80%93_Service_Management_as_a_Practice\" >Unit ITILFND01 &#8211; Service Management as a Practice:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#ITILFND02_Unit_%E2%80%93_The_ITIL_Service_Lifecycle\" >ITILFND02 Unit &#8211; The ITIL Service Lifecycle<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#ITILFND03_Unit_%E2%80%93_Generic_Concepts_and_Definitions\" >ITILFND03 Unit &#8211; Generic Concepts and Definitions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Unit_ITILFND04_%E2%80%93_Key_Principles_and_Models\" >Unit ITILFND04 &#8211; Key Principles and Models<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Service_Strategy\" >Service Strategy<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Service_Design_part_1\" >Service Design (part 1)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Service_design_part_2\" >Service design (part 2)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Continual_service_improvement\" >Continual service improvement<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#ITILFND05_Unit_%E2%80%93_Processes\" >ITILFND05 Unit &#8211; Processes<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Service_strategy\" >Service strategy<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Service_design\" >Service design<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Service_Transition\" >Service Transition<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Service_Operation\" >Service Operation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-18\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Continual_Service_Improvement\" >Continual Service Improvement<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-19\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Unit_ITILFND06_%E2%80%93_Functions\" >Unit ITILFND06 &#8211; Functions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-20\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Unit_ITILFND07_%E2%80%93_Roles\" >Unit ITILFND07 &#8211; Roles<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-21\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Unit_ITILFND08_%E2%80%93_Architecture\" >Unit ITILFND08 &#8211; Architecture<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-22\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Unit_ITILFND09_%E2%80%93_Competence_and_Training\" >Unit ITILFND09 &#8211; Competence and Training<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-23\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Unit_ITILFND10_%E2%80%93_Practice_Exam\" >Unit ITILFND10 &#8211; Practice Exam<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-24\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Type\" >Type<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-25\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Duration\" >Duration<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-26\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Prerequisite\" >Prerequisite<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-27\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Supervised\" >Supervised<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-28\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Open_book\" >Open book<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-29\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Passing_score\" >Passing score<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-30\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Presentation\" >Presentation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-31\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/how-to-pass-the-itil-foundation-exam\/#Questions\" >Questions<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Target_audience\"><\/span><span style=\"font-weight: 400;\">Target audience:<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<ul>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The target audience is composed of individuals who need basic knowledge about the ITIL structure and how it can be used to improve the quality of IT service management in a company.\u00a0<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">It also includes IT professionals working in a company that has adopted and adapted ITIL and need to be informed about a continuous service improvement program and later contribute to it.\u00a0<\/span><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">This group may include, but is not limited to, IT professionals, business managers, and especially business process owners.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Learning_objectives\"><\/span><span style=\"font-weight: 400;\">Learning objectives:<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">Candidates are expected to have a good understanding of the following items after successfully completing the course and exam component related to this certification:<\/span><\/p>\r\n<ul>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service management as a practice (understanding)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ITIL service lifecycle (understanding)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Generic concepts and definitions (awareness)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Key principles and models (understanding)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Selected processes (awareness)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Selected functions (awareness)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Selected roles (awareness)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Technology and architecture (awareness)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Competence and training (awareness)<\/span><\/li>\r\n<\/ul>\r\n<h2><span class=\"ez-toc-section\" id=\"Certification_Teaching_Plan\"><\/span><span style=\"font-weight: 400;\">Certification Teaching Plan:<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">The teaching plan will guide the design, development, and use of training materials aimed at expanding understanding and competence in IT Service Management, as described in the ITIL publications:<\/span><\/p>\r\n<ul>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ITIL Service Strategy (SS)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ITIL Service Design (SD)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ITIL Service Transition (ST)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ITIL Service Operation (SO)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ITIL Continual Service Improvement (CSI)<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">ITIL Introduction and ITIL Glossary.<\/span><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">In other words, the teaching plan was developed to provide ease of reference, extensibility, and ease of maintenance. However, candidates for the ITIL Foundation certificate in IT Service Management must complete all units and pass the corresponding exam to obtain certification.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Training providers are free to structure and organize the plan as they see fit, provided that the units below are adequately covered. It is strongly recommended that training providers not structure their courses based solely on the order of the units described in this document.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">It was created to be flexible so that training providers can add value as appropriate. Three days of study are recommended when using the classroom-based teaching model, including the final exam. The units cover the topics below.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Exam_format\"><\/span><span style=\"font-weight: 400;\">Exam format:<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">This teaching plan includes a correlated exam in which the candidate, according to the requirements, must achieve the necessary passing grade to obtain the ITIL Foundation certificate in IT Service Management.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Unit_ITILFND01_%E2%80%93_Service_Management_as_a_Practice\"><\/span><span style=\"font-weight: 400;\">Unit ITILFND01 &#8211; Service Management as a Practice:<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">The purpose of this unit is to help the candidate define the concept of a service and understand and explain the concept of service management as a practice.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">In general, candidates should be able to:<\/span><\/p>\r\n<ul>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">01-1. Describe the concept of best practices in the public domain (ES 2.1.7, Fig. 2.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">01-2. Describe and explain why ITIL is successful (ES 1.4);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">01-3. Describe and explain the concept of a service (ES 2.1.1);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">01-4. Define and explain the concept of internal and external customers (ES 3.2.1.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">01-5. Define and explain the concept of internal and external services (ES 3.2.2.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">01-6. Define and explain the concept of service management (ES 2.1.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">01-7. Define and explain the concept of IT service management (ES 2.1.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">01-8. Define and explain the concept of stakeholders in service management (ES 2.1.5);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">01-9. Define processes and functions (ES 2.2.2, 2.2.3.1);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">01-10. Explain the process model and process characteristics (ES 2.2.2 Fig. 2.5).<\/span><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">Therefore, the recommended study time for this unit is at least 1 hour and 30 minutes.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"ITILFND02_Unit_%E2%80%93_The_ITIL_Service_Lifecycle\"><\/span><span style=\"font-weight: 400;\">ITILFND02 Unit &#8211; The ITIL Service Lifecycle<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">The purpose of this unit is to help the candidate understand the value of the ITIL Service Lifecycle.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">For example, how processes relate to each other throughout the lifecycle, and to explain the goals, scope, and business value of each phase in the lifecycle.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Thus, candidates should be able to:<\/span><\/p>\r\n<ul>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">02-2. Describe the structure of the ITIL Service Lifecycle (ES 1. Introduction to 1.1, ES 1.2, Fig. 1.1);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">02-3. Explain the purpose, objectives, and scope of Service Strategy satisfactorily (ES 1.1.1, 1.1.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">02-4. Explain briefly the value that Service Strategy adds to the business (ES 1.1.4);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">02-5. Explain the purpose, objectives, and scope of Service Design satisfactorily (DS 1.1.1, 1.1.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">02-6. Explain briefly the value that Service Design adds to the business (DS 1.1.4);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">02-7. Explain the purpose, objectives, and scope of Service Transition satisfactorily (TS 1.1.1, 1.1.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">02-8. Explain briefly the value that Service Transition adds to the business (TS 1.1.4);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">02-9. Explain the purpose, objectives, and scope of Service Operation satisfactorily (OS 1.1.1, 1.1.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">02-10. Explain briefly the value that Service Operation adds to the business (OS 1.1.4);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">02-11. Explain the purpose, objectives, and scope of Continual Service Improvement satisfactorily (CSI 1.1.1, 1.1.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">02-12. Explain briefly the value that Continual Service Improvement adds to the business (CSI 1.1.4).<\/span><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">It is recommended that this study be covered in other units. However, the proposed study time for this unit is at least 1 hour.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"ITILFND03_Unit_%E2%80%93_Generic_Concepts_and_Definitions\"><\/span><span style=\"font-weight: 400;\">ITILFND03 Unit &#8211; Generic Concepts and Definitions<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">This unit helps the candidate define the main terminology and explains key concepts.<\/span><\/p>\r\n<ul>\r\n<li><span style=\"font-weight: 400;\">03-1. Utility and warranty (ES 2.1.6);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-2. Assets, resources, and capabilities (ES 2.2.1);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-3. Service Portfolio (ES 4.2.4.1, Fig. 4.14);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-4. Service Catalog (both types of two views and three views) (DS 4.2.4.5, Fig. 4.4, Fig. 4.5);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-5. Governance (ES 2.3.1);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-6. Business case (ES 3.6.1.1);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-7. Risk management (ES 5.6.5.1, 5.6.5.2);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-8. Service provider (ES 2.1.4);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-10. Supplier (ES 2.1.5);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-11. Service Level Agreement (SLA) (DS 4.3.4);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-12. Operational Level Agreement (OLA) (DS 4.3.4);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-13. Support contract (DS 4.8.4.2);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-14. Service design package (DS Appendix A);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-15. Availability (DS 4.4.4.3);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-16. Service Knowledge Management System (SKMS) (TS 4.7.4.3);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-17. Configuration Item (CI) (TS 4.3.4.2);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-18. Configuration Management System (CMS) (TS 4.3.4.3);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-19. Definitive Media Library (DML) (TS 4.3.4.4);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-20. Change (TS 4.2.4.4);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-21. Types of change (normal, standard, and emergency) (TS 4.2.4.3, 4.2.4.7, 4.2.5.11);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-24. Event (OS 4.1 1st paragraph);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-25. Alert (Glossary);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-26. Incident (OS 4.2 1st paragraph);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-27. Impact, urgency, and priority (OS 4.2.5.4);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-28. Service request (OS 4.3 1st paragraph);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-29. Problem (OS 4.4 1st paragraph);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-30. Workaround (OS 4.4.5.6);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-31. Known error (OS 4.4.5.7);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-32. Known error database (KEDB) (OS 4.4.7.2);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-33. The role of communication in service operation (OS 3.6);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-35. Release policy (TS 4.1.4.2);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-36. Types of service (ES 3.2.2.4, Tab. 3.5);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-37. Change proposals (TS 4.2.4.6);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-38. CMS record (CMS 3.4);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-39. Outcomes (ES 2.1.1);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-40. Business activity patterns (ES 4.4.5.2);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-41. Customers and users (ES 2.1.5);<\/span><\/li>\r\n<li><span style=\"font-weight: 400;\">03-42. Deming cycle (Plan, Do, Check, Act) (MCS 3.8, Fig. 2.<\/span><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">It is recommended that this part of the training be carried out in other units.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Unit_ITILFND04_%E2%80%93_Key_Principles_and_Models\"><\/span><span style=\"font-weight: 400;\">Unit ITILFND04 &#8211; Key Principles and Models<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">The purpose of this unit is to assist the candidate in understanding and explaining in a good way the key principles and service management models. In addition, it balances some of the opposing forces within service management.<\/span><\/p>\r\n<p><b>Candidates must be able to:<\/b><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Service_Strategy\"><\/span><span style=\"font-weight: 400;\">Service Strategy<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">04-2. Describe value creation through services (ES 3.2.3, 3.2.3.1, Fig. 3.6, Fig. 3.7, does not include the section on &#8220;market perception&#8221;).<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Service_Design_part_1\"><\/span><span style=\"font-weight: 400;\">Service Design (part 1)<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">04-3. Understand the importance of people, processes, products and partners for service management (DS 3.1.5, Fig. 3.3).<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">04-4. Understand the five key aspects of service design (DS 3.1.1):<\/span><\/p>\r\n<ul>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service solutions for new or modified services;<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Management information systems and tools;<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Technology and management architectures;<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The required processes;<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Measurement methods and metrics;<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Relationship between critical success factors (CSF) and key performance indicators (KPI) (MCS 5.5.1);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Baseline (MCS 3.9.1);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Types of metrics (technology, process, service) (MCS 5.5);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service portfolio (ES 4.2.4.1, Fig. 4.14);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Business case (ES 3.6.1.1);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service-based SLA (DS 4.3.5.1);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Multilevel SLA (DS 4.3.5.1, Fig. 4.7);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service level requirements (SLR) (DS 4.3.5.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">SLA Monitoring (SLAM Graph) (DS 4.3.5.5, MCS Fig. 4.4);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service review (4.3.5.6);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service improvement plan (DS 4.3.6.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The relationship between GNS and GRN (DS 4.3.2.1);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service availability (DS 4.4.4.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Component availability (DS 4.4.4.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reliability (DS 4.4.4.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Sustainability (DS 4.4.4.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service functionality (DS 4.4.4.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Vital business functions (DS 4.4.4.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Information security policy (DS 4.7.4.1);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Vendor categories (DS 4.8.5.3, Fig. 4.28);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Capacity plan (DS 4.5.6.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Business capacity management (DS 4.5.4.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service capacity management (DS 4.5.4.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Component capacity management (DS 4.5.4.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Purpose of business impact analysis (BIA) (DS 4.6.5.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Risk analysis (DS 4.6.5.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Types of change request (TS 4.2.4.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Change models (TS 4.2.4.5);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Remediation planning (TS 4.2.4.8);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Change advisory board\/emergency change advisory board (TS 4.2.5.10, 4.2.5.11);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Normal change lifecycle (TS 4.2.5, Fig. 4.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The four stages of release and deployment (TS 4.4.5, Fig. 4.23);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Data-to-Information-to-Knowledge-to-Wisdom (DIKW) and SGCS (4.7.4.2, 4.7.4.3, Fig. 4.36);<\/span><\/li>\r\n<\/ul>\r\n<h2><span class=\"ez-toc-section\" id=\"Service_design_part_2\"><\/span><span style=\"font-weight: 400;\">Service design (part 2)<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<ul>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The central service function (OS 6.3, 6.3.1, 6.3.2, 6.3.3, Fig. 6.2, 6.3, 6.4);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Technical management duty (OS 6.4.1, 6.4.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Application management function (OS 6.6.1, 6.6.2) with application development (OS 6.6.6.1, Tab. 6.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">IT operations management function (IT operations control and facilities management) (OS 6.5.1, 6.5.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Process owner (DS 6.3.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Process manager (DS 6.3.3);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Process practitioner (DS 6.3.4);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service owner (DS 6.3.1).<\/span><\/li>\r\n<\/ul>\r\n<h2><span class=\"ez-toc-section\" id=\"Continual_service_improvement\"><\/span><span style=\"font-weight: 400;\">Continual service improvement<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">04-9. Explain the approach to continual service improvement (CSI 3.1, 3.1.1, Fig. 3.1).<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">04-10. Understand the role of measurement for continual service improvement and explain the key elements to follow:<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">The recommended study time for this unit is at least 1 hour and 30 minutes, in order to meet a goal.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"ITILFND05_Unit_%E2%80%93_Processes\"><\/span><span style=\"font-weight: 400;\">ITILFND05 Unit &#8211; Processes<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">The purpose of this unit is to help the candidate understand how service management processes contribute to the ITIL service lifecycle.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Therefore, it is necessary to explain the purpose, goals, scope, basic concepts, activities and interfaces of four of the fundamental processes; and to declare the purpose, goals and scope of the remaining eighteen processes.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Thus, the list of activities to be included for each process is the minimum required. In other words, it should not be considered a complete list.<\/span><\/p>\r\n<p><b>Specifically, candidates must be able to:<\/b><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Service_strategy\"><\/span><span style=\"font-weight: 400;\">Service strategy<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">05-2. Declare the purpose, objectives and scope for:<\/span><\/p>\r\n<ul>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-21 Service portfolio management (SS 4.2.1, 4.2.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-22 Financial management for IT services (SS 4.3.1, 4.3.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-23 Business relationship management (SS 4.5.1, 4.5.2, Tab. 4.10).<\/span><\/li>\r\n<\/ul>\r\n<h2><span class=\"ez-toc-section\" id=\"Service_design\"><\/span><span style=\"font-weight: 400;\">Service design<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">05-3. Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">05-31 Service Level Management (SLM) (SD 4.3.1, 4.3.2, 4.3.6.4).<\/span><\/p>\r\n<p><b>The following list must be covered:<\/b><\/p>\r\n<p><span style=\"font-weight: 400;\">05-4. Declare the purpose, objectives, and scope for:<\/span><\/p>\r\n<ul>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-41 Service Catalog Management (DS 4.2.1, 4.2.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-42 Availability Management (DS 4.4.1, 4.4.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-43 Information Security Management (ISM) (DS 4.7.1, 4.7.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-44 Supplier Management (DS 4.8.1, 4.8.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-45 Capacity Management (DS 4.5.1, 4.5.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-46 IT Service Continuity Management (DS 4.6.1, 4.6.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-47 Design Coordination (SD 4.1.1, 4.1.2).<\/span><\/li>\r\n<\/ul>\r\n<h2><span class=\"ez-toc-section\" id=\"Service_Transition\"><\/span><span style=\"font-weight: 400;\">Service Transition<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">05-5. Explain the purpose, objectives, scope, basic concepts, process activities, and interfaces for:<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">05-51 Change Management (TS 4.2.1, 4.2.2, 4.2.4.6, 4.2.6.4, 4.2.6.5).<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">05-6. Declare the purpose, objectives, and scope for:<\/span><\/p>\r\n<ul>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-61 Release and Deployment Management (TS 4.4.1, 4.4.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-62 Knowledge Management (TS 4.7.1, 4.7.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-63 Service Asset and Configuration Management (SACM) (TS 4.3.1, 4.3.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-64 Transition Planning and Support (TS 4.1.1, 4.1.2).<\/span><\/li>\r\n<\/ul>\r\n<h2><span class=\"ez-toc-section\" id=\"Service_Operation\"><\/span><span style=\"font-weight: 400;\">Service Operation<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">05-7. Explain the purpose, objectives, scope, basic concepts, process activities, and interfaces for:<\/span><\/p>\r\n<ul>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-71 Incident Management (OS 4.2.1, 4.2.2, 4.2.4.2, 4.2.5, 4.2.6.4);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-72 Problem Management (OS 4.4.1, 4.4.2, 4.4.4.2, 4.4.5, 4.4.6.4), excluding the section on problem analysis techniques (4.4.4.3).<\/span><\/li>\r\n<\/ul>\r\n<p><span style=\"font-weight: 400;\">05-8. Declare the purpose, objectives, and scope for:<\/span><\/p>\r\n<ul>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-81 Event Management (OS 4.1.1, 4.1.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-82 Request Fulfilment (OS 4.3.1, 4.3.2);<\/span><\/li>\r\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">05-83 Access Management (OS 4.5.1, 4.5.2).<\/span><\/li>\r\n<\/ul>\r\n<h2><span class=\"ez-toc-section\" id=\"Continual_Service_Improvement\"><\/span><span style=\"font-weight: 400;\">Continual Service Improvement<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">05-9. Declare the purpose, objectives, and scope for:<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">05-91 The Seven-Step Improvement Process (CSI 3.9.3.1, 4.1, 4.1.1, 4.1.2, Fig. 3.4).<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Here, the aim is to achieve greater speed and fluency. Additionally, please note that the recommended study time for this unit is 10 hours and 45 minutes.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Unit_ITILFND06_%E2%80%93_Functions\"><\/span><span style=\"font-weight: 400;\">Unit ITILFND06 &#8211; Functions<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">The purpose of this unit is to assist the candidate in explaining the role, goals, and organizational structures of the central service function, and thus, stating the role, goals, and overlap of the three other functions.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Specifically, candidates must be able to:<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">06-1. Explain the role, objectives, and organizational structures for.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">06-2. Declare the role and objectives of:<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Despite having some premise, the recommended study period for this unit is at least 1 hour.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Unit_ITILFND07_%E2%80%93_Roles\"><\/span><span style=\"font-weight: 400;\">Unit ITILFND07 &#8211; Roles<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">The purpose of this unit is to assist the candidate in such a way as to satisfactorily explain and be aware of the responsibilities of some of the key roles in service management.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">In particular, candidates must be able to:<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">07-1. Explain satisfactorily the role and responsibilities of:<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">07-2. Recognize the Responsible, Accountable, Consulted, Informed (RACI) assignment matrix and explain its role in determining the organizational structure. (DS 3.7.4.1, Tab. 3.2, except RPSI-VS or RPSCI).<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">The recommended study period for this unit is at least 45 minutes, as well as other methods chosen by you.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Unit_ITILFND08_%E2%80%93_Architecture\"><\/span><span style=\"font-weight: 400;\">Unit ITILFND08 &#8211; Architecture<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">The purpose of this unit is to assist the candidate in understanding:<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">08-2. How service automation helps in the agility of service management processes (ES 7.1).<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">It is recommended that this unit be covered as part of training in other units in order to better learn. Therefore, pay attention to the tip given here!<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Unit_ITILFND09_%E2%80%93_Competence_and_Training\"><\/span><span style=\"font-weight: 400;\">Unit ITILFND09 &#8211; Competence and Training<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">09-1. Competence and skills for service management (DS 6.5.1).<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">09-2. Competence and skills structure (DS 6.5.2).<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">09-3. Training (DS 6.5.3).<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Attention! This unit will not be tested in the exam. In fact, the recommended study period is 15 minutes.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Unit_ITILFND10_%E2%80%93_Practice_Exam\"><\/span><span style=\"font-weight: 400;\">Unit ITILFND10 &#8211; Practice Exam<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">The purpose of this unit is to assist the candidate in passing the ITIL Foundation exam.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Candidates must:<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">10-1. Take at least one practice exam for ITIL Foundation.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Note that the recommended study time for this unit is at least 2 hours, including review.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Type\"><\/span><span style=\"font-weight: 400;\">Type<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">Multiple choice, 40 questions. However, the questions are selected from a question bank containing all possible ITIL Foundation exam questions in IT Service Management.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Duration\"><\/span><span style=\"font-weight: 400;\">Duration<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">Maximum of 60 minutes for each candidate according to their native language.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">In summary, additional time related to language is given to candidates taking an exam in a language other than their native language.\u00a0<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">They will have a maximum of 75 minutes to complete the exam and will be allowed to consult a dictionary.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Prerequisite\"><\/span><span style=\"font-weight: 400;\">Prerequisite<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">It is recommended to take the official ITIL Foundation training if you are prepared, although it is not a requirement.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Supervised\"><\/span><span style=\"font-weight: 400;\">Supervised<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">Yes.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Open_book\"><\/span><span style=\"font-weight: 400;\">Open book<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">No.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Passing_score\"><\/span><span style=\"font-weight: 400;\">Passing score<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">26\/40 or 65%.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Presentation\"><\/span><span style=\"font-weight: 400;\">Presentation<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">This exam is available in electronic or paper format to accommodate different preferences. Are you interested in pursuing a career in IT Service Management? Then, read this file as it may be very useful for you.<\/span><\/p>\r\n<h2><span class=\"ez-toc-section\" id=\"Questions\"><\/span><span style=\"font-weight: 400;\">Questions<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\r\n<p><span style=\"font-weight: 400;\">In the world of programming, library means, in summary, a set of programming codes. However, when it comes to ITIL, the library has its literal meaning. We all know it as a collection of books, and it is composed of many books that eventually contain the best practices.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">In this gap, in the 1st major update of the ITIL library in 2011, a greater focus on the vital principles of ITSM (IT Service Management) was announced. This, as a result, besides the practices of how to use ITIL.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">For version 4, the core elements of ITIL remain. However, the update includes practices on how to model and adapt your IT management strategy in a more modern and increasingly complex environment.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Since version 4 gives greater focus on the practical applications of ITIL, this update clears doubts about employability in an agile industry.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">As a result, a series of references to new knowledge will adapt to <a href=\"https:\/\/itsmhouse.com\/what-is-itil-4-definitive-guide-to-itil-4\/\">ITIL 4<\/a>, such as DevOps, Lean, and Agile; in addition, references to good IT leadership and organizational management practices.<\/span><\/p>\r\n<p><span style=\"font-weight: 400;\">Above all, most of the operational and tactical practices and processes that you are used to in ITIL v3 are still there. Therefore, ITIL v3 training and certification will not be wasted.<\/span><\/p>\r\n","protected":false},"excerpt":{"rendered":"<p>The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has knowledge of the terminology, structure, and basic concepts of ITIL. In addition, the certificate ensures that the candidate understands the fundamental principles of ITIL practices for service management.\u00a0 However, it does not aim to train professionals in [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":147970,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9436,9433],"tags":[9655,9656,9657,9658,9659,9571,9451,9660,9661],"class_list":["post-147969","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itil4","category-tutorials","tag-certificacao-2","tag-certification","tag-ciclo-de-vida-de-servico","tag-dicas-de-exame","tag-exam-tips","tag-gerenciamento-de-servicos-de-ti-2","tag-it-service-management-2","tag-itil-foundation","tag-service-lifecycle"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - 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