ITIL V3 Foundation Exam Syllabus:

FND001 Service Management as a Practice

FND002 Service Lifecycle
FND003 Generic concepts and definitions
FND004 Key principles and Models
FND005 Major Processes
FND006 Minor Processes
FND007 Functions
FND008 Roles
FND009 Technology and Architecture
1) ITIL Core Guidance (Exam is based on these 5).
SS
SD
ST
SO
CSI
2) ITIL Complementary Guidance
Living Library Of Publications like:
COBIT
ISO/IEC 20000
ISO/IEC 15504 (SPICE)
M_O_R
PMI PMBOK
CMMI SCAMPI
Six Sigma
3) ITIL Web Support Services
Interactive Services through www.itil-live-portal.com (http://www.bestpracticelive.com/)
ITIL Core Guidance(Exam is based on these 5):Service Strategy:
Service Design:
Service Transition:
Service Operation:
CSI:
Functions:

Financial Mgmt., Demand Mgmt., Portfolio Mgmt., and Service Strategy,

ROI, VOI
Capacity, Continuity, Catalogue, Security, Supplier, Availability Mgmts.
(CCCSSA) and SLM
Change, SACM, RDM
Incident, Problem, Access, Event, and Fulfillment
7 Steps in CSI
Monitor and Control (Open loop, Closed loop)
Service Desk Function
Technical Management Function
Application Management Function

IT Operations Management Function (a. IT Operations Control, Facilities

Management)
3 Types of Metrics: Technology Metrics, Process Metrics, Service Metrics (PST Metrics)
3 Types of Events: Information, Warning, and Exceptional
3 Levels of Planning and Delivery: Strategic, Tactical, And Operational
3 Capacities: Business, Service, Component Capacity Management
3 Types of changes: Standard change, Normal change, Emergency change
3 Types of Service Providers:
Type I
<--> Internal Service Provider
Type II
<--> Shared Service Provider
Type III
<--> External Service Provider
4 Ps of Strategy: Plan, Pattern, Perspective, Position
4 Activities of Strategy: Define Market, Develop Offerings, Develop Assets, Prepare Execution
4 Ps of Design:
Processes, People, Products, and Partners
4 Methods used with the Service Portfolio Management process: Define, Analyze, Approve,
Charter.
4 Uses/steps of Measurements: Justify, Direct, Intervene, Validate.
4 Characteristics of Process : Transform, Trigger, Deliver, Measure.
4 Configurations of Service Desk: Local, Centralized, Virtual, FTS (Follow The Sun)
4 Principles of Service management laid out in the ITIL:
1) Principles of systems
2) The agency Principle
3) Encapsulation (Separation Of Concerns, Modularity, Loose Coupling)
4) Specialization and Coordination
5 Aspects of Design: Design of 1) Functions 2) Tools 3) Architecture 4) Processes 5) Metrics
(FTMAP)
7 Steps CIS:
1) Define, what you should measure
2) Define, what you can measure
3) Gather the data - who, when, integrity of the data
4) Process the data - Frequency, Format, Accuracy
5) Analyze the data - Relations, Trends, Corrective actions, Targets met
6) Present and use the information, assessment
7) Implement the corrective action
7 Rs of Change Management:
Who RAISED the change ?
What is the REASON for the change ?
What is the RETURN expected from the change ?
What are the RISKS involved with this change ?
What RESOURCES required to deliver the change ?
Who is RESPONSIBLE to build, test and implemen the change ?
What is the RELATIONSHIP between this change and other changes ?

7 Delivery Model Options:

In-sourcing
Out-sourcing
Co-sourcing
Multi-Sourcing
BPO
ASP
KPO.
8 steps in Change Management activities in sequence:
Record
Review RFC
Assess and Evaluate
Approve
Plan updates
Coordinate
Implement
Review and Close.
Main objective of Service Level Management
Define
Document
Agree
Monitor
Measure
Report
Review the level of IT services
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