Copyright protected. Use is for Single Users only via a ...

1 Copyright protected . use is for Single Users only via a VHP Approved License. For information and printed versions please see V3 Foundation Exam - The Study GuideCopyright protected . use is for Single Users only via a VHP Approved License. For information and printed versions please see the ITSM LibraryThe publications in the ITSM Library cover best practice in IT management and are published on behalf of itSMF International. The IT Service Management Forum (itSMF) is the association for practitioners and organizations who practice ITSM. itSMF s goal is to promote innovation and IT management. Suppliers and customers are equally represented within the itSMF. The Forum s main focus is exchange of peer knowledge and experience. Our authors are global following publications are, or soon will be, , Foundations and Practitioners books Foundations of IT Service Management based on itil (V2, Arabic, Chinese, German, English, French, Italian, Japanese, Korean, Dutch, Brazilian Portuguese, and Russian.)

2 Danish and Spanish) Foundations of IT Service Management based on itil (V3, English, Dutch) IT Service Management - An Introduction (V2, being replaced by V3, only a few languages left) IT Service Management - An Introduction (V3, English, Dutch) IT Services Procurement based on ISPL - An Introduction (Dutch) Project Management based on PRINCE2 2005 Edition (Dutch, English, German) Release & Control for IT Service Management, based on itil - A Practitioner guide (English) ISO/IEC 20000 - An Introduction (English, German, Japanese) Implementing ISO/IEC 20000 Certification: The Roadmap (English)IT Service Management - best practices IT Service Management - best practices, part 1 (Dutch) IT Service Management - best practices, part 2 (Dutch) IT Service Management - best practices, part 3 (Dutch) IT Service Management - best practices, part 4 (Dutch) IT Service Management - Global Best Practices, Volume 1 (English) Topics & Management instruments Metrics for IT Service Management (English) Implementing metrics for IT Service Management (English) Six Sigma for IT Management (English) The RfP for IT Outsourcing - A Management guide (Dutch) Service Agreements - A Management guide (English) Frameworks for IT Management (English, German, Japanese) IT Governance based on COBIT - A Management guide (English, German)Study guidesITIL V3 Foundation Exam - The Study guide (English)

3 Pocket guides IT Service Management - A summary based on itil (V2, Dutch) IT Service Management based on itil V3 - A Pocket guide (V3, English, Dutch) ISO/IEC 20000 - A Pocket guide (English, German, Japanese, Italian, Spanish, formerly BS 15000 - A Pocket guide ) IT Services Procurement based on ISPL - A Pocket guide (English) IT Service CMM - A Pocket guide (English) Six Sigma for IT Management - A Pocket guide (English) Frameworks for IT Management - A Pocket guide (English, Dutch)Miscellaneous IT Service Management from Hell!! (V2, English) IT Service Management from Hell. Based on Not- itil (V3, English)For any further enquiries about ITSM Library, please visit , or protected . use is for Single Users only via a VHP Approved License. For information and printed versions please see V3 Foundation ExamThe Study GuideA publication of itSMF InternationalCopyright protected .

4 use is for Single Users only via a VHP Approved License. For information and printed versions please see : itil V3 Foundation Exam - The Study GuideEditors (Inform-IT): Jan van Bon (Managing editor)Authors: Arjen de Jong Axel Kolthof Mike Pieper Ruby Tjassing Annelies van der Veen Tieneke VerheijenPublisher: Van Haren Publishing, Zaltbommel, & layout: CO2 Premedia bv, Amersfoort - NLISBN: 978 90 8753 069 3 Edition: First edition, first impression, November 2008 itSMF-International, 2008 Crown Copyright material is reproduced with the permission of the Controller of HMSO and Queen s Printer for is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countriesCrown Copyright material published under license from the Controller of Her Majesty s Stationery Office. All rights reserved. No part of this publication may be reproduced in any form by print, photo print, microfilm or any other means without written permission by the this publication has been composed with much care, neither author, nor editor, nor publisher can accept any liability for damage caused by possible errors and/or incompleteness in this NOTICESITIL and PRINCE2 are Registered Trade Marks and Registered Community Trade Marks of the Office of Government Commerce, and are Registered in the Patent and Trademark is a registered trademark of the Information Systems Audit and Control Association (ISACA)/IT Governance Institute (ITGI).

5 The PMBoK is a registered trademark of the Project Management Institute (PMI). Copyright protected . use is for Single Users only via a VHP Approved License. For information and printed versions please see concise Exam guide provides details on the itil V3 Qualification Scheme, a practical introduction to the content of the five itil V3 core books, and an extensive set of exam questions to support the best exam preparation. It explains the structure of the new Service Lifecycle in the context of IT service management principles, and explains what functions and processes are. Each of the phases in the Service Lifecycle is discussed in detail, including all functions and processes. Each chapter follows a standardized structure, and ends with a number of sample exam questions. At the end of the guide , a full set of 40 sample questions of the itil V3 Foundation Exam is provided, including the answers to the sample questions.

6 The Exam guide provides detailed information on the itil V3 Foundation Exam and how to prepare for this exam. It also provides a cross-reference to the itil V3 Foundation exam requirements, underpinning its value as an exam preparation tool. This Exam guide is fully licensed by UK Government, and based on official itil material that was developed by a broad team of expert editors, expert authors and expert reviewers. It provides an essential tool for anyone taking the itil V3 Foundations Exam or the Version 2 to Version 3 Bridging is based on the latest exam syllabus and itil content, highlighting the areas needed to pass the exam. As a study aid it is ideal for those new to itil but also for those already familiar with itil V2, it is straight to the point, and provides you with an excellent reference to keep up to date. Passing your itil V3 Foundation Exam shouldn t be difficult anymore, once you have this guide with van BonManaging Editor ITSM LibraryCopyright protected .

7 use is for Single Users only via a VHP Approved License. For information and printed versions please see protected . use is for Single Users only via a VHP Approved License. For information and printed versions please see ..V1 The itil Qualification Scheme About itil .. The itil Qualification Scheme .. Foundation Level .. Intermediate Level .. itil Expert .. itil Examination Institutes .. APMG .. DANSK IT .. DF Certifiering AB .. EXIN .. ISEB .. LCS .. Accredited Training Organizations .. About this Study guide ..52 Introduction Definition of Service Management .. Service Management Technology .. Overview of the Service Lifecycle .. itil Library .. Introduction to Functions and Processes .. Sample Questions ..133 Service Strategy Lifecycle Phase.

8 Introduction .. Basic concepts .. Processes and other activities .. Organization .. Methods, techniques and tools .. Implementation and operation ..20 ContentsCopyright protected . use is for Single Users only via a VHP Approved License. For information and printed versions please see Functions and Financial Management .. Service Portfolio Management .. Demand Sample Questions ..314 Service Design Lifecycle Phase .. Introduction .. Basic concepts .. Processes and other activities .. Organization .. Methods, techniques and tools .. Implementation and operation .. Functions and Service Catalogue Service Level Management .. Capacity Management .. Availability Management .. IT Service Continuity Management .. Information Security Management .. Supplier Management .. Sample Questions.

9 625 Service Transition Lifecycle Phase .. Introduction .. Basic concepts .. Processes and other activities .. Organization .. Methods, techniques and tools .. Implementation and operation .. Functions and Transition Planning and Support .. Change Management .. Service Asset and Configuration Management .. Release and Deployment Management .. Service Validation and protected . use is for Single Users only via a VHP Approved License. For information and printed versions please see Evaluation .. Knowledge Management .. Sample Questions ..936 Service Operation Lifecycle Phase .. Introduction .. Basic concepts .. Processes and other activities .. Organization .. Methods, techniques and tools .. Implementation and operation.

10 Functions and Event Management .. Incident Management .. Request Fulfillment .. Problem Management .. Access Management .. Monitoring and Control .. IT Operations .. Service Desk .. Sample Questions ..1247 Continual Service Improvement (CSI) Lifecycle Phase .. Introduction .. Basic concepts .. Processes and other activities .. Organization .. Methods, techniques and tools .. Implementation and operation .. Functions and CSI Improvement Process .. Service Reporting .. Sample Questions ..1418 itil Foundation Exam Prerequisites ..143 Copyright protected . use is for Single Users only via a VHP Approved License. For information and printed versions please see Format .. Exam Preparations .. Preparation for the exam .. Preparation for the day of the exam.