ITIL V3 Foundation Handbook Introduction

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About this guide This guide provides a quick reference to the ITIL framework for good practice in Service Management. It is designed as a study aid for students taking ITIL Foundation qualifications, and as a handy portable reference source for managers, practitioners, vendors and consultants, in the workplace and on the move. This guide is not intended to replace the more detailed ITIL publications, nor to be a substitute for a course provider’s training materials.

Using this guide to obtain the ITIL Foundation certificate in IT Service Management The content of this guide includes the learning experiences required by version 3.1 of the Foundation qualification syllabus. The guide also provides additional material for students and others who want a balanced level of understanding across the whole of ITIL. References to the ITIL core publications are provided with the relevant section headings. To help students studying for the Foundation qualification, the headings in this guide are identified with one of the following symbols to indicate whether the knowledge they contain should be studied.

Symbol

Significance

4

The syllabus requires knowledge of this topic.

4

This is a key process or function which should be learned in more detail and for which there may be more questions in the exam.

8

This is material that may be of interest to the reader but is not required for the exam.

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5 Specific terminology required by the syllabus is defined the first time it is used. For more detail, see the current syllabus published by the APM Group. Table 1 provides an alphabetical list of the ITIL Service Management processes with cross-references to the publication in which they are primarily defined, and where significant further expansion is provided. Most processes play a role during each lifecycle stage, but only significant references are included.

Table 1 ITIL Service Management processes Service Management process

Syllabus

Primary Further source expansion

7-Step Improvement Process

4

CSI

Access Management

SO

Capacity Management

4 4 4

Change Management

4

ST

Demand Management

SS

Financial Management

4 8 4 4

Incident Management

4

SO

CSI

Information Security Management

4 4

SD

SO

SD

CSI

Availability Management

Evaluation Event Management

IT Service Continuity Management

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SD

CSI

SD

SO, CSI

SD

ST SO SS

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6 Knowledge Management

8

ST

CSI

Problem Management

4

SO

CSI

Release and Deployment Management

4

ST

SO

Request Fulfilment

4

SO

Service Asset and Configuration Management

4

ST

SO

Service Catalogue Management

4

SD

SS

Service Level Management

4

SD

CSI

Service Measurement

8

CSI

Service Portfolio Management

8

SS

Service Reporting

8

CSI

Service Validation and Testing

8

ST

Service Strategy (strategy generation)

8

SS

Supplier Management

4