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PeopleCert ITIL Foundation Exam
PeopleCert ITIL Foundation Exam is the entry-level certification providing general awareness of the key elements, terminology, and concepts of ITIL. This exam is suitable for 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 Organization. The certification also applies to IT Professionals who work within an Organization that has adopted ITIL and so need to be aware of and contribute to overall service improvement programmer.
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ITILFIND03: Generic Concepts and Definitions – this topic requires that the students demonstrate an understanding of some key terminologies and describe the major concepts of service management. They should be able to describe the following major ideas:
- • Utility and warranty, assets, capabilities, and resources, as well as service portfolio and service catalog;• Governance, business case, risk management, service provider, and supplier;• Service-level and operational-level agreement as well as underpinning contract;• Service knowledge management system, availability, and service design package;• Configuration management system and configuration item;• Definitive media library, change and change types, event, alert, as well as incident;• Impact, urgency, priority, and service request;• Problem, workaround, known error, along with a known error database;• Role of communication within service operation, release policy, and types of services;• Change proposals, CSI register, outcomes, and a pattern of business activities;• Customers, users, as well as a deming cycle.
EXIN ITILFND Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 20% | - Overview and purpose - Continual improvement - Service value chain - Governance |
| Topic 2: ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Keep it simple and practical - Optimize and automate - Progress iteratively with feedback - Think and work holistically - Start where you are - Focus on value |
| Topic 3: Key Concepts of Service Management | 15% | - Value, outcomes, costs and risks - Service relationships, service offerings and products - Stakeholders and value co-creation |
| Topic 4: Key ITIL Practices | 33% | - Service management practices
|
| Topic 5: Four Dimensions of Service Management | 17% | - Partners and suppliers - Value streams and processes - Organizations and people - Information and technology |
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