ITIL V3 Foundation Bridge Certification Exam

Preparation Course in a Book for Passing the ITIL V3

Foundation Bridge Exam:
The 'How to Pass on Your First Try' Certification Study Guide

Notice of Rights: Copyright The Art of Service. All rights reserved. No part of
this book may be reproduced or transmitted in any form by any means,
electronic, mechanical, photocopying, recording, or otherwise, without the prior
written permission of the publisher.
Notice of Liability: The information in this book is distributed on an As Is basis
without warranty. While every precaution has been taken in the preparation of the
book, neither the author nor the publisher shall have any liability to any person or
entity with respect to any loss or damage caused or alleged to be caused directly
or indirectly by the instructions contained in this book or by the products
described in it.
Trademarks: Many of the designations used by manufacturers and sellers to
distinguish their products are claimed as trademarks. Where those designations
appear in this book, and the publisher was aware of a trademark claim, the
designations appear as requested by the owner of the trademark. All other
product names and services identified throughout this book are used in editorial
fashion only and for the benefit of such companies with no intention of
infringement of the trademark. No such use, or the use of any trade name, is
intended to convey endorsement or other affiliation with this book.
ITIL is a Registered Community Trade Mark of OGC (Office of Government
Commerce, London, UK), and is Registered in the U.S. Patent and Trademark
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Foreword
This Exam Preparation book is intended for those preparing for the ITIL V3
Foundation Bridging Exam. Only the new V3 content is covered in this exam
preparation guide. If the V2 process has not changed in V3 it will not be
covered or mentioned in this book.
The Art of Service is an Accredited Training Organization for this program and
has been training this course for more than 8 years. The strategies and content
in this book is a result of experience and understanding of the ITIL Foundation
Program, and the exam requirements.
This book is not a replacement for completing the course. This is a study aid to
assist those who have completed an accredited course and preparing for the
exam. Do not underestimate the value of your own notes and study aids. The
more you have, the more prepared you will be.
While it is not possible to pre-empt every question and content that MAY be
asked in the Foundation Bridging exams, This Book covers the main concepts of
IT Service Management, each phase and process in the Service Lifecycle and is
followed by a Practice Exam (created by The Art of Service).
Each Process contains a summarized overview of key knowledge for the
Foundation Bridging Exam.

These overviews are designed to help you to

reference the knowledge gained through the course.

Due to licensing rights, we are unable to provide actual APMG Exams. However,
the study notes and sample exam questions in this book will allow you to more
easily prepare for an APMG ITIL Foundation exam.
Ivanka Menken
Executive Director, The Art of Service
http://www.theartofservice.com/

2 Table of Contents
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36

Foreword.............................................................................. 1
Table of Contents................................................................. 2
ITIL v3 Certification Pathway............................................. 4
Exam Specifics .................................................................... 5
Exam Prerequisites.............................................................. 5
Exam Hints .......................................................................... 6
The Art of Service Objective Tree........................................ 9
Study Notes ....................................................................... 10
IT Service Management..................................................... 11
ITIL v3 Service Lifecycle ................................................ 14
Service Strategy ................................................................ 15
Service Portfolio Management........................................... 17
Demand Management ....................................................... 18
Service Design................................................................... 19
Supplier Management........................................................ 21
Service Catalog Management............................................ 23
Capacity Management ....................................................... 24
Availability Management .................................................... 25
IT Service Continuity Management .................................... 26
Information Security Management ..................................... 27
Service Transition .............................................................. 29
Knowledge Management ................................................... 30
Service Asset and Configuration Management.................. 31
Change Management ........................................................ 32
Release and Deployment Management............................. 34
Service Validation and Testing .......................................... 36
Service Operation .............................................................. 37
Service Desk Function ....................................................... 38
Technical Management Function....................................... 40
IT Operations Management Function................................. 41
Application Management Function..................................... 42
Event Management............................................................ 43
Problem Management........................................................ 44
Request Fulfilment ............................................................. 45
Access Management ......................................................... 46
Continual Service Improvement......................................... 47
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37
38
39
40
41
42
43

Service Measurement and Reporting................................. 48

Continual Service Improvement Process ........................... 49
Practice Exam Questions................................................... 50
Answers ............................................................................. 77
ACRONYMS ...................................................................... 78
Glossary............................................................................. 80
References ........................................................................ 83

Notice of Rights
All rights reserved. No part of this book may be reproduced or transmitted in any form
by any means, electronic, mechanical, photocopying, recording, or otherwise, without
the prior written permission of the publisher.
Notice of Liability
The information in this book is distributed on an As Is basis without warranty. While
every precaution has been taken in the preparation of the book, neither the author nor
the publisher shall have any liability to any person or entity with respect to any loss or
damage caused or alleged to be caused directly or indirectly by the instructions
contained in this book or by the products described in it.
Trademarks
Many of the designations used by manufacturers and sellers to distinguish their
products are claimed as trademarks. Where those designations appear in this book,
and the publisher was aware of a trademark claim, the designations appear as
requested by the owner of the trademark. All other product names and services
identified throughout this book are used in editorial fashion only and for the benefit of
such companies with no intention of infringement of the trademark. No such use, or the
use of any trade name, is intended to convey endorsement or other affiliation with this
book.

Copyright The Art of Service

3 ITIL v3 Certification Pathway

Since the launch of ITIL v3 in July 2007, a new certification path was
also released. This new path encompasses all the new v3 Programs,
ending in the possible attainment of Expert Status. The figure below
demonstrates the possible pathways that you could take to achieve the
Expert status.

To achieve Expert status, you are required to gain a minimum of 22

points by completing various ITIL v3 programs:
o You must complete the v3 Foundation Program (2 points)
o You must complete the Managing Across the Lifecycle Program
(5 points)
o The remaining 15 points must come from The Intermediate
Stream (Capability and Lifecycle Programs)
(The numbers on each program indicate the points value.)

It is yet to be finalized how the Advanced Level can be achieved,

but is expected to be based on demonstration of practical
experience in ITIL and IT Service Management.

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4 Exam Specifics
The APMG ITIL v3 Foundation Bridging exam is:
o Multiple choice exam
o 30 minutes in length
o 20 questions
o Pass mark is 13/20 or 65%
o Closed book exam
o Only 1 answer out of 4 possible answers is correct.
It is possible to do a paper based or a web based exam. (Please check
with your Accredited Examination Centre for more information on this).

5 Exam Prerequisites
Accredited Foundation training is strongly recommended but not a
Prerequisite.

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6 Exam Hints
WE STRONGLY ADVISE THAT YOU REVIEW YOUR ITIL V2
FOUNDATION MATERIAL. EVEN THOUGH V2 CONTENT MAY NOT
BE COVERED IN YOUR TRAINING PROGRAM THEY MAY ASK
YOU QUESTIONS RELATED TO V2 PROCESSES! (and as such we
have included a whole range of practice exam questions)
As stated earlier there are 20 multiple-choice questions, with 4
possible answers. APMG says that there are no trick questions. To
an extent they are correct IF you have done your study and
understand the concepts you should get through the exam.
You need 13/20 to pass. If you break down the style of questions,
generally 1/3 of the questions are basic content memorizing
definitions and terminology
1/3 tests your understanding of the concepts.
The remaining 1/3 of the questions are aimed much more at a
synthesis/application level to really test your understanding. So, with a
reasonable amount of study, you can pass the exam.
However to help you maximize your understanding of the exam
process, these are some important hints that I have learnt and teach
my students when preparing for the exam:
o The most obvious is read the question carefully. They are
very specific about the wording of the question and what it is
they are wanting. Identify the key words and use this to select
your answer.
o

Plural schmural. - Ignore the singular or plural use of

words. Because the answer selections may contain answers
which has 1 answer (eg Service Strategy), or more than 1 (eg
SS, SD, ST). To maintain ambiguity so as not to give the
answer away they will mix and match the singular/plural
eg is/are, activity/activities

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1,2,3,4.a,b,c,d - More and more questions are appearing in

the mock exams which seem to have the structure of consider
the following (4) statements. Which are relevant/correct for the
question. And the answer response will be for example a) -1,
b) 1,2,4 c) all the above and so on. The strategy to
answering these is to look at each statement, tick if you agree,
X if you dont. I advise you physically mark these on the exam
paper. Then match your selections to the answer.

Primary APMG likes to use this word. The word primary

implies that the answer will be just one process, phase,
whatever. It is unlikely that primary means that more than 1
process, phase will do it.

Allevery - These 2 words seems to trip my participants

more than any other. If you see a response/question which
contains either of these 2 words, you need to consider these
to apply to.ALL/EVERY possible scenario, and not just
those related to the question. Eg - availability management is
responsible for ALL targets in SLA NO because there are
many more targets in an SLA than just availability targets be
careful!

Correct vs more Correct. APMG likes to use the which is

correct. type questions. When you see these, it is likely that
there will be more than 1 answer that is correct you need to
choose the more/most correct. Look for the allencompassing answer. When you get down to 2 possible
responses, try and identify which contains more, or conversely
which might only be part right (might be activities of that
process, but not all encompassing).

If you are stuck leave it and go back to the question at the

end. You should have time.

Technology if you have a question that asks what would

technology help? Everything (except wisdom)!!!! We are in
IT. Therefore to help us deliver IT, technology should help us
as much as possible

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Tools same as technology Tools are there to make our

job easier and to ensure consistency and repeatability as well
as ensuring standards and conventions are followed so it
would make sense that Tools could help all of the above.

Remember at this level, the focus of the course and exam is

an awareness level, with a basic understanding of the concepts
and terminology of the ITIL v3 Service Lifecycle.

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7 The Art of Service Objective Tree

This Objective Tree is a very useful tool for understanding and
tunneling down into how ITSM can contribute to achieving a
corporate objective. This helps us to better understand how the
Service Lifecycle can contribute to achieving the Business objectives
The
aim
of
the
Objective tree is to
walk down the tree to
understand HOW each
level
of
the
organization is assisted
in
achieving
their
objective by receiving
support from the level
below.

Once you get to the

bottom, you then walk
back up the tree, giving
example of WHY each
would be of benefit to
the one above in
achieving
its
objectives.

ITIL contributes in the

darker IT aspects in
providing quality IT
Service Management

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8 Study Notes
The following Study notes are broken down into the following topics:
o Service Management as a concept and relevant terminology
o ITIL Service Lifecycle as a concept and relevant terminology
o Service Strategy Phase and relevant processes
o Service Design Phase and relevant processes
o Service Transition Phase and relevant processes
o Service Operation Phase and relevant functions and processes
o Continual Service Improvement Phase and relevant processes
Again these study notes are not intended to replace an accredited ITIL
Foundation Program. These notes are supplementary and may not
include EVERY concept that may be tested.

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9 IT Service Management
9.1

Basic Concepts:

9.1.1

ITSM is the effective and efficient, process driven management

of quality IT Services. The added value to ITSM is that is
business aligned and maintains a holistic Service Lifecycle
approach.

9.1.2
o
o
o
o

Four Perspectives of ITSM (as found in Service Design Phase):

People
Partners
Process
Products

9.1.3

Process vs. Service

Process: a set of coordinated activities combining and implementing

resources and capabilities in order to produce an outcome and
provide value to customers or stakeholders.
Characteristics of every process include:
They are measurable,
They deliver specific results
They deliver outcomes to customers or stakeholders
They respond to specific events (triggers)
Service: a means of delivering value to customers by facilitating
outcomes customers want to achieve without the ownership of specific
costs or risks.
A process owner is responsible for improvements to their process and
ensuring that the process is fit for the desired purpose. They are
accountable for the outputs of that process.
Example: The owner for the Availability Management Process

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A service owner is accountable for the delivery of a specific IT Service

and is responsible for continual improvement and management of
change affecting Services under their care.
Example: The owner of the Payroll Service.
The process owner and service owner are accountable for the
process or service under their care. However they may not be
responsible for performing many of the actual activities required for the
process or service.
A Process Manager is responsible for the operational (daily)
management of a process. There may be several Managers for the one
process.
9.1.4

RACI Model

The RACI model helps show how a process actually does work end to
end across several functional groups by defining roles and
responsibilities, as well as organizational structure.
R Responsibility (actually does the work for that activity but is
responsible to the function or position that has an A against it.) eg
Process manager
A Accountability (is made accountable for ensuring that the action
takes place, even if they might not do it themselves). eg Process
Owner
C Consult (advice / guidance / information can be gained from this
function or position prior to the action taking place).
I Inform (the function or position that is told about the event after it
has happened).
General Rules

Only 1 A per Row (ensures accountability, more than one A would

confuse this)
At least 1 R per Row (shows that actions are taking place)
9.1.5

Service Provider Types

o Internal Service Provider
o Shared Service Provider
o External Service Provider

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9.1.6

9.2

Roles: There are many roles associated with ITIL processes.

Each process should have a Process Manager eg Incident
Manager. It is also reasonable for each Phase to have a
Manager, eg Service Design Manager.

Key Terms:

IT Infrastructure: all the hardware, software, networks, facilities,

services and support elements that are required to develop, test,
deliver, monitor, control and support IT Services
ITSM: A set of specialized organizational capabilities for providing
value to customers in the form of services.
Capabilities: The functions and processes utilized to manage
services. Capabilities are intangible assets of an organization and
cannot be purchased, but must be developed and matured over time.
Resources: A generic term that includes IT Infrastructure, people,
money or anything else that might help to deliver an IT service.
Resources are also considered to be tangible assets of an
organization.
Good Practice: (also referred to as Best Practice) That which is
successful in wide industry use
Functions: A team or group of people and the tools they use to carry
out one or more Processes or Activities. Functions provide units of
organization responsible for specific outcomes.
Customer: refers to the person who pays for the service, or has the
authority to request a service.
User: An organizations staff member/employee who uses the IT
service
System: refers to a range of repositories for storing and accessing
information can include databases, filing cabinets, storage cupboards
etc

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10 ITIL v3 Service Lifecycle

Version 3 maintains a holistic view covering the entire lifecycle of a

service, no longer does ITIL just answer the how questions, but also
why?

Why does a customer need this service?

Why should the customer purchase services from us?
Why should we provide (x) levels of availability, capacity and
continuity?
By first asking these questions it enables a service provider to provide
overall strategic objectives for the IT organization, which will then be
used to direct how services are designed, transitioned, supported
and improved in order to deliver maximum value to customers and
stakeholders.

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11 Service Strategy
Objective:
o Design, develop and implement service management as a
strategic asset and assisting growth of the organization
o Define the strategic objectives of the IT organization

Basic Concepts:
Analogy
If suddenly, as a Chef, you woke up one day and decided to start your
own business in your neighbourhood. The first thing you would do is
identify what it is you do best (your style of cooking - Indian) and
whether it is a financially viable idea. You would then identify if there is
a need in your neighbourhood for such a restaurant. To do this you
might identify if are there already too many Indian restaurants, who
your clientele are (would an Indian restaurant be successful in a
predominantly Chinese neighbourhood?) and so on. All before you
begin to find location, decide menu etc. Service Strategy is just this
identifying your strengths and capabilities as well as understanding
your clienteles needs, and ensuring there is alignment between the 2.
As the old adage goes no point selling ice to Eskimos.
11.1.1 Creating Service Value
Analogy
The official definition of a Service is a means of delivering value to
Customers by facilitating outcomes customers want to achieve without
the ownership of specific costs or risks. Well what does this actually
mean? To explain some of the key concepts I will use an analogy that
most (food lovers) will understand.
While I do enjoy cooking, there are often times where I wish to enjoy
quality food without the time and effort required to prepare a meal. If I
was to cook, I would need to; go to a grocery store, buy the
ingredients, take these ingredients home, prepare and cook the meal,
set the table and of course clean up the kitchen afterwards. The

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alternative of course, I can go to a restaurant that delivers a service

that provides me with the same outcome (a nice meal) without the time,
effort and general fuss if I was to cook it myself.
Now consider how I would identify the quality and value of that service
being provided. It isnt just the quality of the food itself that will
influence my perceptions but also:

The cleanliness of the restaurant

The friendliness and customer service skills of the waiters and
other staff
The ambience of the restaurant (lighting, music, decorations
etc.)
The time taken to receive my meal (and was it what I asked
for?)
Did they offer water on top of normal drinks and beverages?

If just one of these factors dont meet my expectations than ultimately

the perceived quality and value being delivered to me as a customer
are negatively impacted.

Utility + Warranty = Value

o Utility (fit for purpose) features and support of service
o Warranty (fit for use) defines levels of availability, capacity,
security, continuity
Service Packages
o Core Service Package
o Supporting Service Package
o Service Level Packages
11.1.2 Business Case
A decision support and planning tool that projects the likely
consequences of a business action. A business case is a justification
for a significant item of expenditure. Includes information about costs,
benefits, options, issues, risks and possible problems.
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12 Service Portfolio Management

Goal: To assist the IT organization in managing investments in service
management across the enterprise and maximizing them for value.

12.1 Basic Concepts:

12.1.1 A Service Portfolio describes providers services in terms of

business value. They include the complete set of services
managed by a Service Provider.
These portfolios are used to articulate business needs and the
providers response to those needs, as well as prioritizing strengths,
weaknesses and risks of you, the provider
12.1.2
o
o
o

Service Portfolio contains:

Service Pipeline
Service Catalogue
Retired Services

12.1.3
o
o
o

Investment Categories
Run the Business
Grow the Business
Transform the Business

12.2 Key Terms:

Service Pipeline: Proposed or in development
Service Catalogue live/operational or ready for deployment services
Retired Services decommissioned services

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13 Demand Management
Goal: To assist the IT Service Provider in understanding and
influencing Customer demand for Services and the provision of
Capacity to meet these demands in order to reduce excess capacity
needs

13.1 Basic Concepts:

13.1.1 Demand Management is responsible for understanding and

strategically responding to business demands for services by:
o Analyzing patterns of business activity and user profiles.
o Influence demand in line with the strategic objectives
13.1.2 Two ways to influence or manage demand:
o Physical/Technical constraints
o Financial constraints

13.2 Key terms:

(Specific for Demand Management that you might see on exam!!!!!)
PBA: Patterns of Business Activity
Influence user behaviour

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14 Service Design
Objective: Convert strategic objectives into portfolios of services and
service assets.

14.1 Basic Concepts:

14.1.1 Service Designs ultimate concern is the design of new or

modified services for introduction into a production (live)
environment.
Service Design is also concerned with the design of new and modified
processes required to deliver and support these services.
14.1.2 Aspects of Service Design
o Service Solutions
o Service Management systems & tools
o Technology Architectures
o Processes
o Measurement Systems and Metrics
All to ensure that standards and conventions are followed
14.1.3 Service Design Packages
Defines all aspects of an IT Service and its requirements through each
stage of its Lifecycle. A Service Design Package is produced for each
new IT Service, major Change, or IT Service Retirement.

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14.1.4 Typical Service Design Package contents:

Business Requirements
Service Applicability
Service Contacts
Service Functional Requirements
Service Level Requirements
Service Program
Service Transition Plan
Service Operational Plan
Service Acceptance Criteria
Service Design & Topology
Organizational Readiness Assessment.
14.2 Key terms:
Service Solution: includes all of the functional requirements, resources
and capabilities needed and agreed

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15 Supplier Management
Goal: To manage suppliers and the services they supply, to provide
seamless quality of IT service to the business and ensure that value for
money is obtained.

15.1 Basic Concepts:

NOTE This was previously part of Service Level Management. It
is now its OWN process. Supplier Management works closely
with SLM.
15.1.1 Types of Outsourcing Arrangements:
o Outsourcing: Using one or more external suppliers to manage
or assist in managing IT Services.
o Co-sourcing: An informal combination of insourcing and
outsourcing, using a number of outsourcing organizations
working together to co-source key elements within the lifecycle.
o Partnership or multi-sourcing: Formal arrangements between
two or more organizations to work together to design, develop,
transition, maintain, operate, and/or support IT service(s). The
focus here tends to be on strategic partnerships that leverage
critical expertise or market opportunities.
o Business Process Outsourcing: Formal arrangements where
an external organization provides and manages the other
organizations entire business process(es) or functions(s) in a
low cost location. Common examples are accounting, payroll
and call centre operations.
o Knowledge Process Outsourcing: This is a new
enhancement of Business Process Outsourcing, where
external organizations provide domain based processes and
business expertise rather than just process expertise and
requires advanced analytical and specialized skills from the
outsourcing organization.
o Application Service Provision: Where external organizations
provide shared computer based services to customer
organizations over a network. The complexities and costs of
such shared software can be reduced and provided to
organizations that could otherwise not justify the investment.

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Supplier Management manages all aspects of External Suppliers

involved in provision of IT Services from tender, to monitoring and
reviewing performance and renewal/termination of contracts.

15.2 Key Terms:

SCD: Supplier Contract Database
SSIP: Supplier Service Improvement Plan
UC: Underpinning Contract

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16 Service Catalog Management

Goal: To ensure that a Service Catalogue is produced, maintained and
contains accurate information on all operational services and those
ready for deployment.

16.1 Basic Concepts:

NOTE This was previously part of Service Level Management. It
is now its OWN process. Service Catalogue Management works
closely with SLM to assist with development of SC (Business
Services Catalogue part)

16.1.1 Creation and maintenance of Service Catalogue which

contains 2 parts:
o Business Service Catalogue
o Plain English using clear and concise language
o Customer facing document
o Technical Service Catalogue
o Technical Language
o Non Customer facing (designed for IT department use)
16.1.2 Forms part of Service Portfolio

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17 Capacity Management
Goal: The goal of the Capacity Management process is to ensure that
cost-justifiable IT capacity in all areas of IT always exists and is
matched to the current and future needs of the business, in a timely
manner.

17.1 Basic Concepts:

17.1.1 Same as version 2 except CDB is now called CMIS

17.1.2 Works closely with, and uses Demand Management strategies
from Demand Management Process

17.2 Key Terms:

CMIS: Capacity Management Information System

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18 Availability Management
Goal: To ensure that the level of service availability delivered in all
services is matched to or exceeds the current and future agreed needs
of the business in a cost-effective manner.

18.1 Basic Concepts:

18.1.1 Same as version 2 except ADB is now called AMIS

18.1.2 Works closely with Information Security Management and
Access Management

18.2 Key Terms:

AMIS: Availability Management Information System

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19 IT Service Continuity Management

Goal: To support the overall Business Continuity Management by
ensuring that the required IT infrastructure and the IT service provision
can be recovered within required and agreed business time scales.

19.1 Basic Concepts:

19.1.1 Basically same as version 2

19.1.2 Recovery Options:
o Do nothing!
o Manual back-up
o Reciprocal agreement
o Gradual recovery (cold standby, $)
o Intermediate recovery (warm standby, $$)
o Fast recovery (hot standby, $$$)(new)
o Immediate recovery (hot standby, $$$)

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20 Information Security Management

Goal: To align IT security with business security and ensure that
information security is effectively managed in all service and IT Service
Management activities.

20.1 Basic Concepts

20.1.1 Defines policies, standards and measures

20.1.2 Scope: - To ensure that the confidentiality, integrity and
availability (CIA) of an organizations assets, information, data
and IT services is maintained.

20.1.3 Information Security Management must consider the following

four perspectives to ensure that a balanced approach to
security:
o Organizational
o Procedural
o Physical
o Technical
20.1.4
o
o
o
o

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Security Measures:
Prevention/Reduction
Detection/Repression
Correction/Recovery
Evaluation

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20.2 Key Terms:

Confidentiality: Protecting information against unauthorized access
and use.
Integrity: Accuracy, completeness and timeliness of the information.
Availability: The information should be accessible at any agreed time.
This depends on the continuity provided by the information processing
systems.
Security Baseline: The security level adopted by the IT organization
for its own security and from the point of view of good due diligence.
Security Incident: Any incident that may interfere with achieving the
SLA security requirements; materialization of a threat

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21 Service Transition
Objective: The development and improvement of capabilities for
transitioning new and changed services into operation.

21.1 Basic Concepts:

21.1.1 The focus here is developing the ability/capability for the IT

Department to transition (build, test and release) ANY service in
a consistent and repeatable way. This will enable IT
department to effectively manage MANY changes/transitions.
The processes contained within Service Transition have this
responsibility.

21.1.2 The Service Design Manager would hand over the Service
Design Package to the Service Transition Manager.

21.1.3 Service Transition should be involved early in the design of

services

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22 Knowledge Management
Goal: To enable organizations to improve the quality of management
decision making by ensuring that reliable and secure information and
data is available throughout the service lifecycle.

22.1 Basic Concept:

22.1.1 The primary purpose is to improve efficiency by reducing the

need to rediscover knowledge. This requires accessible, quality
and relevant data and information to be available to staff.

22.1.2 Data to Wisdom Graph:

Data Information Knowledge Wisdom
22.1.3 Development of Service Knowledge Management System
(SKMS)
o SKMS contains:
o CMS (Configuration Mgt System), which contains:
o CMDB (Configuration Management Database)

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23 Service Asset and Configuration Management

Goal: To support the agreed IT service provision by managing,
controlling, storing and providing information about Configuration Items
(CIs) and Service Assets throughout their life cycle.
EXAM HINT - LOOK FOR KEY WORDS SUCH AS LOGICAL
MODEL AND MAINTAINING ACCURATE RECORDS

23.1 Basic Concepts:

23.1.1 Previously known as Configuration Management

23.1.2 Scope: The scope covers interfaces to internal and external
service providers where there are assets and configuration
items that need to be controlled e.g. shared assets.

23.1.3 CMDB still exists but is part of a greater CMS

(Configuration Management System)

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24 Change Management
Goal: To ensure that standardized methods and procedures are
used for efficient and prompt handling of all Changes, in order to
minimize the impact of Change-related Incidents upon service quality,
and consequently to improve the day-to-day operations of the
organization.

24.1 Basic Concept:

24.1.1 Basically same as v2

24.1.2 CAB/EC now known as ECAB (Emergency CAB)

24.1.3 FSC now known as Change Schedule as it also contains

completed changes

24.1.4 PSA now known as PSO (Projected Service Outage)

24.1.5 Assessing and Evaluating The 7 Rs of Change Mgt are

questions that must be answered to correctly assess the impact
of the change and to assist in making informed decisions.

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24.2 Key Terms:

RFC: Request For Change:
Standard form to capture and process ALL Changes to any CI.
Change Schedule:
Schedule of Approved Changes and the planned implementation
dates.
PSO = Projected Service Outage:
A document that identifies the effect of planned changes, maintenance
activities and test plans on agreed service levels.
CAB = Change Advisory Board:
Provide expert advice to Change Management, with representatives
from Financial, IT background and customers
ECAB = Emergency CAB: Subgroup of CAB with authority to make
urgent change decisions.
PIR: Post Implementation Review

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25 Release and Deployment Management

Goal: To deploy releases into production and establish effective use of
the service in order to deliver value to the customer and be able to
handover to Service Operation.

25.1 Basic Concepts:

25.1.1 Formerly known as Release Management

25.1.2 Responsible for Definitive Spares (DS), formerly DHS and
Definitive Media Library (DML), formerly DSL
25.1.3
o
o
o

Options for Releases:

Big Bang vs. Phased
Push vs. Pull
Manual vs. Automatic

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25.2 Key Terms:

Release: A collection of authorized Changes to an IT Service. Also
known as a Release Package
Release Unit: A Release Unit describes the portion of a service of IT
infrastructure that is normally released together according to the
organizations release policy. The unit may vary depending on type(s)
or item(s) of service asset or service component such as hardware or
software.
Definitive Media Library (DML): The secure library in which the
definitive authorized versions of all media CIs are stored and protected.
The DML should include definitive copies of purchased software (along
with license documents or information) as well as software developed
on site.
Definitive Spares: Physical storage of all spare IT components and
assemblies maintained at the same level as those within the live
environment. These can then be used when needed for additional
systems or in the recovery from Incidents.
Details recorded in the CMDB, controlled by Release Management.
Early Life Support: engaging the Development teams in the early
life of a newly transitioned service to assist with initial support, incident
management and rapid knowledge development.

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26 Service Validation and Testing

Goal: To ensure that new or changed IT Services match the design
specification and will meet the needs of the business.

26.1 Basic Concept:

26.1.1 Service V Model

o The Service V Model is used to provide a framework for
organizing the levels of testing and validation required for new
or changed services in order to justify release to the
customer for trial and assessment.
o The left hand side represents the specification of the service
acceptance/review criteria, from high level functional
requirements down to the detailed release and component
criteria. Primarily developed in Service Design Phase.
o The right hand side focuses on the validation and test
activities that are performed against the specifications defined
on the left hand side, with direct involvement by the equivalent
party on the right hand side (Service Transition Phase).
o It shows that validation and test planning should begin early in
the life of a Service, initially with the definition of the service
requirements. Each stage of the development is then correlated
with associated testing and validation activities according to the
defined test model to be used.

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27 Service Operation
Objective:
To enable effectiveness and efficiency in delivery and support of IT
services.

27.1 Basic Concepts:

27.1.1 Service Operation is where value is seen from the customer

perspective
27.1.2 Achieving The Balance balance is the key word here
look for that!!!
o Internal IT view vs. External Business View
o Stability vs. Responsiveness
o Quality of Service vs. Cost of Service
o Reactive vs. Proactive

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28 Service Desk Function

Goal: To support the agreed IT service provision by ensuring the
accessibility and availability of the IT-organization and by performing
various supporting activities.

28.1 Basic Concept:

28.1.1 Service Desk Function no longer recognizes Call Centre and

Help Desk only Service Desk
28.1.2 The Service Desk is meant to the SINGLE POINT OF
CONTACT for users.

28.1.3
o
o
o
o

Service Desk Organizational Structures

Local Service Desk
Centralized Service Desk
Virtual Service Desk
Follow the sun (new)

NOTE - a Help Desk is NOT a structure of a service desk!

28.1.4 Self Help refers to any means where the user may assist
themselves to seek support eg:
o FAQ
o Intranet forms/requests
o Web based support
o Back end process handling software
Calling Service Desk is NOT an example of Self Help!
28.1.5 Service Desk is a good opportunity for staff to develop skills
and move into more technical roles.

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28.2 Key Terms:

Incident: Any event which is not part of the standard operation of a
service and which causes, or may cause an interruption to, or a
reduction in the quality of that service. A failure of a CI that has not yet
affected service is also classified as an incident.
Service Request: Request for information or status of a service (not
related to loss of service) Includes Standard Changes. E.g. Contact
details, Service availability, request for common software.
Request for Change: Request to Move, Add, Change (MAC)
E.g. Asking for changes to functionality of applications or supporting
infrastructure not a pre-approved or standard change.
Access Rights: Providing User or user groups rights to use a service,
and the prevention of access to non-authorized users. Effectively the
execution of both Availability and Information Security management, in
that it enables the organization to manage CIA of the organizations
data and intellectual property.

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29 Technical Management Function

Goal: Technical Management will provide guidance to IT Operations
about how best to carry out the ongoing operational management of
technology. This will partly be carried out during the Service Design
phase but will be an everyday communication with IT Operations as
they seek to achieve stability and optimum performance.

29.1 Basic Concepts:

29.1.1 Technical Management simply refers to the teams/departments

of IT support and design staff that manage/support/build/test
the Hardware side of IT:
o Custodian of technical knowledge and expertise related to
managing the IT Infrastructure.
o Provides detailed technical skills and resources needed to
support the ongoing operation of the IT Infrastructure
o Plays an important role in providing the actual resources to
support the IT Service Management lifecycle.
o Ensures resources are effectively trained and deployed to
design, build, transition, operate and improve the technology to
deliver and support IT Services.

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30 IT Operations Management Function

o

Goal: To perform the daily operational activities needed to

manage the IT Infrastructure. This is done according to the
performance standards defined during Service Design.

30.1 Basic Concepts:

30.1.1 These are the teams that watch over the network on a daily
basis to ensure that all is running well and doing the daily
activities required to maintain the delivery and support of
services.
Analogy
Its like Spock on Star Trek on the Bridge monitoring the Dashboard
and alerting any inconsistencies to Kirk.
30.1.2 2 Sub Functions:
o IT operations Control
o Doing the Spock
o Think IT operations Bridge or Networks Operation
Centre (NOC)
o Facilities Management
o Management of the physical IT environment, usually
data centers or computer rooms

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31 Application Management Function

Goal: Support Business processes by designing and supporting
Application software to assist with service delivery

31.1 Basic Concepts:

31.1.1
o Application Management is usually divided into departments
based on the application portfolio of the organization allowing
easier specialization and more focused support.
o Managing Applications throughout their lifecycle.
o Supports and maintains operational applications, and plays an
important role in design, testing and improvement of
applications that form part of IT Services.
o Support the organizations business processes by helping to
identify functional and manageability requirements for
application software.
o Assist in the design and deployment of those applications.
o Provide ongoing support and improvement of those
applications.
o Identify skills required to support the applications
o Deciding whether to build or buy

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32 Event Management
Goal: To enable stability in IT Services Delivery and Support by
monitoring all events that occur throughout the IT infrastructure to allow
for normal service operation and to detect and escalate exceptions.

32.1 Basic Concepts:

32.1.1 Event Management is about monitoring and escalating events

which MAY HAVE SIGNIFICANCE FOR THE MANAGEMENT
OF THE IT INFRASTRUCTURE.
32.1.2 NOT just exception events!

32.1.3
o
o
o
o

Examples:
Disk reaching capacity
Successful backup
Backups failed
Print Outputs

32.2 Key Terms:

Event: a change of state that has significance for the management
of a Configuration Item (including IT Services). This can be detected
by technical staff or be automated alerts or notifications created by CI
monitoring tools.
Alert: A warning that a threshold has been reached or something has
been changed. (An event has occurred)
Trigger: An indication that some action or response to an Event may
be needed.

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33 Problem Management
Goal: To minimize the adverse impact of Incidents and Problems on
the business that are caused by errors within the IT infrastructure,
and to prevent the recurrence of Incidents related to these errors.

33.1 Basic Concepts:

33.1.1 Error Control has been replaced by Reactive Problem

Management
33.1.2 Activities (New)
o Reactive Problem Management
o Detection/logging/investigation etc
o Proactive Problem Management
o Trend analysis
o Major Problem Reviews
o Targeting Preventive action

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34 Request Fulfilment
Goal: To provide an effective and efficient channel for users to make
requests, gain information and obtain standard Services.

34.1 Basic Concepts:

34.1.1 Carried out by the Service Desk Function, desktop support

or other groups as required

34.2 Key Terms:

A Service Request is:
o A request for information or advice
o A request for a standard change
o A request for access to an IT Service
o NOT related to a loss of service (i.e. incident)
o NOT a normal change

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35 Access Management
Goal: To grant authorized users the right to use a Service while
preventing access to non-authorized users in order to protect the
confidentiality, integrity and availability (CIA) of information and
infrastructure.

35.1 Basic Concepts:

35.1.1 Relationship with other Processes:

Access Management is the execution of policies and actions defined in
Information Security and Availability Management.
35.1.2 Activities:
Verification, providing rights, monitoring identity status
Logging and Tracking access, Removing or restricting rights

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36 Continual Service Improvement

Objective: To ensure continual improvements to IT Service
Management Processes and IT Services.

36.1 Basic Concepts:

36.1.1 CSI provides guidance in creating and maintaining value

for your customers through better design implementation
and support of services.
NOTE there are 3 models that you need to be able to memorize and
discern in CSI and they will test you on these. To help you I will
share my techniques I use with my students.
36.1.2 CSI Model:
o 6 steps (ok this is corny but think six model sexy
model - to discern from 7 step improvement process)
o What is the vision? business objectives
o Where are we now? baseline assessments
o Where do we want to be? Targets
o How do we get there? Process Improvement
o Did we get there? Measurements and metrics
o How do we keep the momentum going (last step!!!!)
36.1.3 Deming Cycle (remember Deming.DO DD)
o Plan - Scope, requirements, objectives, Roles and
Responsibilities
o Do - Funds, Policies, reports, managing, changing
o Check - Monitor against plans, survey, report
o Act Policy on improvement, assess, implement
o Never stops cyclic as many times as required

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37 Service Measurement and Reporting

Goal: To coordinate the design of metrics, data collection and
reporting activities from the other processes and functions.

37.1 Basic Concepts:

37.1.1 There are four reasons why it is important to measure and

report:
o To validate that we are supporting the strategy and vision.
o To justify actions/expenses/measures taken or applied.
o To direct resources (time & money) in the most appropriate
way.
o To intervene when necessary. (e.g. to avoid breaching SLAs)
37.1.2
o
o
o

Types of Metrics:
Technology Metrics
Process Metrics
Service Metrics

37.2 Key Terms:

Baseline: A benchmark used as a reference point for later
comparison.
Technology Metrics: Often associated with component and
application-based metrics such as performance, availability etc
System architects/designers
Process Metrics: Captured in the form of KPIs and activity metrics for
the service management processes. They help to determine the
overall health of a process. Four key questions KPIs can help answer
are centered around quality, performance, value and compliance. CSI
uses these metrics to identify improvement opportunities for each
process. Process Owner
Service Metrics: The results of the end-to-end service. Component
metrics are use to calculate the service metrics. - SLM
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38 Continual Service Improvement Process

(aka 7 Step Improvement Process)
Goal: To coordinate a structured approach for improvements to IT
services and ITSM processes

38.1 Basic Concepts:

38.1.1 7 Step Improvement Process

o Define what we should measure
o Define what we can measure
o Gather data
o Process data
o Analyse data
o Present information
o Implement corrective action
NOTE to help remember this I recommend you memorize the first
letters: DDG PAPI. ( I even sing these letters to Old Macdonald had
a farm) 7 letters 7 steps From here you will be able to relate
letters to the possible answers.

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39 Practice Exam Questions

Due to licensing rights, we are unable to use official APMG ITIL
Foundation Mock Exam questions. More Sample exams can be
purchased from EXIN at www.exinbookshop.com
Question 1
After a Change has been implemented, an evaluation is performed.
What is this evaluation called?
a)
b)
c)
d)

Forward Schedule of Changes (FSC)

Post Implementation Review (PIR)
Service Improvement Programme (SIP)
Service Level Requirement (SLR)

Question 2
Defining the value and objectives of IT Services is the primary concern
of which of the following elements of the Service Lifecycle?
a)
b)
c)
d)

Service Strategy
Service Strategy and Continual Service Improvement
Service Strategy, Service Transition and Service Operation
Service Strategy, Service Design, Service Transition, Service
Operation and Continual Service Improvement

Question 3
The main objective of Availability Management is?
a) To provide maximum availability for IT Services
b) To ensure that service availability matches or exceeds the
agreed needs of the business
c) To ensure that all targets in Service Level Agreements (SLAs)
for customers are continually delivered
d) To guarantee availability levels for services and components

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Question 4
What does the Service V model represent?
a) The utility and performance requirements of new and changed
services
b) The path to Service Delivery and Service Support for efficient
and effective utilization of resources
c) A strategy for the successful completion of all IT changes
d) Levels of Configuration and testing required to deliver a Service
Capability
Question 5
What is another term for Uptime?
a)
b)
c)
d)

Mean Time Between Failures (MTBF)

Mean Time to Restore Service (MTRS)
Mean Time Between System Incidents (MTBSI)
Relationship between MTBF and MTBSI

Question 6
What is the CORRECT order of the first four activities in the 7 Step
Improvement Process?
a) Gather data, process data, analyse data and present data
b) What is the vision, where are we now, what do we want to be,
how do we get there?
c) Define what you should measure, define what you can
measure, gather data and process data
d) Plan, Do, Check, Act

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Question 7
What is the main reason for establishing a baseline?
a)
b)
c)
d)

To standardise operation
For later comparison
For knowing the cost of services provided
For roles and responsibility to be clear

Question 8
Which aspect of Service Design is missing from the list below?
1. The design of services
2. The design of Service Management systems and tools
3. The design of technology architecture and management systems
4. The design of the measurement systems, methods and metrics to be
used
5. ?
a)
b)
c)
d)

The design of Functions

The design of Service Level Agreements
The design of applications
The design of processes

Question 9
Which is the first activity of the Continual Service Improvement (CSI)
model?
a)
b)
c)
d)

Assess the current business situation

Understand the vision of the business
Agree on priorities for improvement
Create and verify a plan

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Question 10
Which ITIL process is involved in performing risk assessments and a
business impact analysis to determine appropriate "countermeasures"
to be implemented?
a)
b)
c)
d)

Availability Management
Problem Management
IT Service Continuity Management
Service Asset & Configuration Management

Question 11
Which of the following areas would technology help to support during
the Service Transition phase of the lifecycle?
1. Automated workflow of ITIL processes
2. Measurement and reporting systems
3. Distribution and installation of patches
4. Performance testing of new and modified services
a)
b)
c)
d)

1, 2 and 3 only
1, 3 and 4 only
2, 3 and 4 only
All of the above

Question 12
Which of the following BEST describes the purpose of Event
Management?
a) To detect events, make sense of them and determine the
appropriate control action
b) To monitor interactions and exceptions within the infrastructure
c) To monitor and control the activities of technical staff
d) To detect and escalate exceptions to normal service operation

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Question 13
Which of the following are Service Portfolio components within the
Service Lifecycle?
1.
2.
3.
4.

Requirements Portfolio
Service Pipeline
Configuration Management System
Service Catalogue

a)
b)
c)
d)

1 and 3 only
1, 2 and 4 only
2, 3 and 4 only
All of the above

Question 14
Which of the following is NOT a step in the Continual Service
Improvement (CSI) model?
a)
b)
c)
d)

What is the vision?

Did we get there?
Is there budget?
Where are we now?

Question 15
Which of the following statements about Supplier Management is
INCORRECT?
a) Supplier Management ensures that suppliers meet business
expectations
b) Supplier Management provides capabilities for seamless quality
in IT services
c) Supplier Management negotiates internal and external
agreements to support the delivery of services
d) Supplier Management should be involved in all stages of the
service lifecycle, from Strategy through Design and Transition
to Operations and Improvement

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Question 16
"Warranty of a service" means which of the following?
a) The service is fit for purpose
b) Customers are assured of certain levels of availability, capacity,
continuity and security
c) The service has been tested appropriately with no errors being
found
d) All customers are given free support for the service for a stated
period of time
Question 17
A Process owner is responsible for which of the following?
a) Purchasing tools to support the Process
b) Defining the targets that will be used to evaluate process
performance
c) Ensuring that availability targets specified in SLAs are met
d) Carrying out all the activities defined in the Process

Question 18
Functions are best described as?
a)
b)
c)
d)

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Self-Contained units of organizations

Inter-related activities with a defined goal or output
Closed loop control systems
A team of IT staff who provide a single point of contact for all
user communication

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Question 19
How do organizations use Resources and Capabilities in creating
value?
a) They are used to create value in the form of network availability
b) They are used to create value in the form of goods and services
c) They are used to create value to the IT organization for Service
Design
d) They are used to create value to the IT organization for Service
Transition
Question 20
IT Service Management is best described as?
a) A set of specialized organizational capabilities for providing
value to customers in the form of services.
b) The processes required to deliver and support services
c) The processes that enable efficient IT service delivery and
support
d) A technically focused set of management practices for IT
service delivery
Question 21
ITIL can be best described as?
a) A holistic, Service Lifecycle approach to ITSM based on
international best practices
b) Repeatable and adaptable ITSM processes
c) An international standard for ITSM
d) The best way for an organization to improve its IT service
delivery and support

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Question 22
Processes can be described as?
a) Activities designed to make delivering IT Services more
effective and efficient
b) People and the tools they use to carry out activities that gain
revenue
c) Inter-related activities carried out for the purpose of creating
value for customers or stakeholders
d) Capabilities used to reduce IT costs
Question 23
The ITIL V3 framework is best described as?
a)
b)
c)
d)

An Service Delivery Lifecycle

An IT Management Lifecycle
A Service Lifecycle
An Infrastructure Lifecycle

Question 24
What are the four perspectives(attributes) considered for IT Service
Management?
a)
b)
c)
d)

Process, Partner, Product, People

Hardware, Software, Management, Process
Process, Product, Pricing, People
Technology, Process, Management, People

Question 25
Which of the following statements is ALWAYS CORRECT about 'good
practice?
a)
b)
c)
d)

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It is a strict set of rules and practices to be complied with

It is something that is successful in wide industry use
It is used by the most profitable international organizations
It is always based on ITIL
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Question 26
"If something cannot be measured, it should not be documented" is a
principle that applies to which of the following?
a)
b)
c)
d)

The Glossary of Terms

A Service Level Agreement (SLA)
An Incident Management record
A Configuration Item (CI)

Question 27
Technical Management is NOT responsible for?
a) Maintenance of the technical Infrastructure
b) Documenting and maintaining the technical skills required to
manage and support the IT Infrastructure
c) Defining the Operational Level Agreements for the various
technical teams
d) Diagnosis of, and recovery from, technical failures
Question 28
The BEST definition of an event is?
a) An occurrence that is significant for the management of the IT
Infrastructure or delivery of services
b) An occurrence where a capacity threshold has been exceeded
and an agreed Service Level has already been impacted
c) A known system defect that causes low impact incidents
d) A planned meeting between Service Level Managers and
customers

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Question 29
The four stages of the Deming Cycle are?
a)
b)
c)
d)

Plan, Measure, Monitor, Report

Plan, Check, Re-Act, Implement
Plan, Do, Act, Audit
Plan, Do, Check, Act

Question 30
The goal of Service Asset and Configuration Management is to?
a)
b)
c)
d)

Account for all the financial assets of the organization

Provide a logical model of the IT infrastructure
Build service models to justify ITIL implementations
Provide capabilities for managing documents across the
organization

Question 31
What is missing from the following Service Strategy processes?
Service Portfolio Management
Demand Management
a)
b)
c)
d)

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Financial Management for IT Services

Service Level Management
Supplier Management
Information Security Management

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Question 32
What is the difference between a Known Error and a Problem?
a) The underlying cause of a Known Error is known. The
underlying cause of a Problem is not known
b) A Known Error involves an error in the IT infrastructure, A
Problem does not involve such an error.
c) A Known Error always originates from an Incident. This is not
always the case with a Problem
d) With a Problem, the relevant Configuration Items have been
identified. This is not the case with a Known Error.

Question 33
Which ITIL process is responsible for drawing up a charging system?
a)
b)
c)
d)

Demand Management
Supplier Management
Financial Management for IT Services
Service Level Management.

Question 34
Which process reviews Operational Level Agreements (OLAs) on a
regular basis?
a)
b)
c)
d)

Supplier Management.
Service Level Management
Technical Management
Contract Management

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Question 35
Who is authorised to establish an agreement with the IT organisation
for the purchase of IT Services?
a)
b)
c)
d)

the user
the Service Level Manager
the Chief Information Officer
the customer

Question 36
Why should monitoring and measuring be used when trying to improve
services?
a)
b)
c)
d)

To validate, direct, justify and intervene.

To validate, measure, monitor and change
To validate, plan, act and improve
To validate, assign resources, purchase technology and train
people

Question 37
There have been multiple incidents recorded by the Service Desk. It
appears that the network is congested due to multiple connections.
What kind of actions should the Service Desk analyst take in this
instance?
a) They should ask the Capacity Manager to expand the capacity
of the network
b) They should ask the Problem Manager to look into the problem
right away
c) They should ask the Security Manager to check whether too
many authorizations may have been issued.
d) They should ask the Service Level Manager to revise the
Service Level Agreements (SLA) with a decreased availability
target

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Question 38
What is the best definition of an Incident Model?
a) A type of incident involving an authorized Configuration Item
(CI)
b) The template used by Service Desk analysts to record incidents
c) A set of pre-defined steps to be followed when dealing with a
known type of incident
d) An Incident that is easy is solved at first contact

Question 39
What is the name of the activity within the Capacity Management
process whose purpose is to predict the future capacity requirements
of new and changed services?
a)
b)
c)
d)

Application Sizing
Demand Management
Modeling
Tuning

Question 40
What is the RACI model used for?
a) Documenting the roles and relationships of stakeholders in a
process or activity
b) Defining requirements for a new service or process
c) Analysing the business impact of an incident
d) Creating a balanced scorecard showing the overall status of
Service Management

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Question 41
What is the role of the Emergency Change Advisory Board (ECAB)?
a) To make sure the Change Manager responds urgently to
emergency changes
b) To assist the Change Manager to implement urgent changes
c) To assist the Change Manager in evaluating emergency
changes and to decide whether the change should be approved
d) To assist the Change Manager in rushing the emergency
change process so that changes can occur quickly
Question 42
Which information does the "Financial Management for IT Services"
process deliver to Service Level Management?
a)
b)
c)
d)

the cost of hiring new IT staff

The costs of the Financial Management system
The total costs Application Management
How much has been spent on IT services per client.#

Question 43
Which ITIL process ensures that the IT Services are restored as soon
as possible in the case of a malfunction?
a)
b)
c)
d)

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Change Management
Incident Management
Problem Management.
Service Level Management

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Question 44
Which of the following are the three main types of metrics as defined in
Continual Service Improvement (CSI)?
1. Process Metrics
2. User Metrics
3. Service Metrics
4. Technology Metrics
5. Customer Metrics
a)
b)
c)
d)

1, 2 and 3
2, 4 and 5
1, 3 and 4
1, 2 and 4

Question 45
A Service Catalogue should contain which of the following?
a)
b)
c)
d)

The Licence information of all software

Decommissioned Services
Proposed or in development Services
Details of all operational services

Question 46
A Service Level Package is best described as?
a) A definite level of utility and warranty associated with a service
package
b) A description of customer requirements used to negotiate a
Service Level Agreement
c) A description of the value that the customer wants and for
which they are willing to pay
d) A document showing the Service Levels achieved during an
agreed reporting period

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Question 47
A Service owner is responsible for which of the following?
a)
b)
c)
d)

Recommending improvements to services under their care

Defining and documenting Service Requirements
Carrying out the activities needed to support a Service.
Reporting service levels back to the customer.

Question 48
Incident Management has a value to the business by?
a) Helping to minimize infrastructure cost of adding new
technology.
b) Enabling users to resolve Problems
c) Finding permanent solutions to ineffective business processes
d) Contributing to the reduction of outages.
Question 49
Operations Control refers to?
a) The managers of the Event and Access Management
Processes
b) Overseeing the monitoring and escalatng of IT operational
events and activities
c) The tools used to monitor the status of the IT Network
d) The situation where the Service Desk manager is required to
monitor the status of the infrastructure when Service Desk
Operators are not available

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Question 50
Which are the missing Service Operation processes from the
following?
1. Incident Management
2. Problem Management
3. Event Management
4. ?
5. ?
a)
b)
c)
d)

Access Management and Request Fulfilment

Event Management and Service Desk.
Facilities Management and Event Management.
Change Management and Service Level Management.

Question 51
Which is correct:
1) CSI provides guidance on improving efficiency and effectiveness.
2) CSI provides guidance on improvements to services
3) CSI provides guidance on improvement of all phases except Service
Strategy
4) CSI provides guidance on measurement of processes
a)
b)
c)
d)

1 and 2 only
2 only
1, 2 and 4
All of the above

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Question 52
Which of the following BEST describes a Workaround?
a) A Service Desk Operator uses a pre-defined technique to
restore service as this Incident has been seen before
b) A second level support person uses trial and error to solve an
Incident. One of them works, but does not know why
c) After reporting the problem to the Service Desk, the user works
on another task while the problem is identified and resolved.
d) A service works now and then, thus allowing the user to
continue working with interrupted levels of performance while
the support person resolves the problem.
Question 53
Which of the following is a good use of a baseline?
a)
b)
c)
d)

The desired end state of a project

A marker or starting point for later comparison
The current desktop models in use.
The type of testing to be done for release

Question 54
Which of the following is a responsibility of Service Level
Management?
a) Design the configuration management system from a business
perspective
b) Create technology metrics to align with customer needs
c) Supporting the creation of a Business Service Catalogue
d) Train service desk on how to deal with customer complaints
about service

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Question 55
Which of the following is an activity of IT Service Continuity
Management?
a)
b)
c)
d)

advising end users of a system failure.

documenting the fallback arrangements
reporting regarding availability.
guaranteeing that the Configuration Items are constantly kept
up-to-date.

Question 56
Which of the following is NOT an example of a Service Request?
a) A user calls the Service Desk to order a toner cartridge
b) A user calls the Service Desk because they would like to
change the functionality of an application.
c) A Manager submits a request for a new employee to be given
access to an application
d) A user logs onto an internal web site to download a licensed
copy of software from a list of approved options
Question 57
Which of the following statements are CORRECT about Functions?
1. They provide structure and stability to organizations
2. They are self-contained units with their own capabilities and
resources
3. They rely on processes for cross-functional coordination
4. They are costlier to implement compared to processes
a)
b)
c)
d)

1, 2 and 3 only
1, 2 and 4 only.
All of the above.
None of the above#

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Question 58
Which of the following statements CORRECTLY defines Outsourcing
delivery model options?
a) Insourcing relies on internal resources; outsourcing relies on
external organisation(s) resources
b) Insourcing relies on external organisation(s) resources;
outsourcing relies on internal resources.
c) Insourcing relies on co-sourcing; outsourcing relies on
partnerships
d) Insourcing relies on knowledge process outsourcing;
outsourcing relies on application service provisioning.
Question 59
Which of the following statements is CORRECT?
1. Only one person can be responsible for an activity or
2. Only one person can be accountable for an activity.
a)
b)
c)
d)

All the above

1 only
2 only
None of the above

Question 60
Which of the following best describes the primary objective of
Knowledge Management?
a) Auditing the configuration management system from a business
perspective
b) Reducing the staffing requirements for the Service Desk and
other support teams
c) To ensure reliable and secure information and data is available
throughout the Service Lifecycle
d) To reduce the average Mean Time to Restore (MTTR) for
incidents affecting Service availability

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Question 61
Consider the following statements:
1. Service Transition provides guidance on transitioning new services
into live environment
2. Service Transition provides guidance on releases
3. Service Transition provides guidance on the transfer of services to or
from an external provider
Which of the above statements is CORRECT?
a) 1 and 2 only
b) 1 only
c) All of the above
d) 1 and 3 only
Question 62
Which activity in Service Asset & Configuration Management would
help to ascertain which Configuration Items are undergoing
maintenance at a particular moment in time?
a)
b)
c)
d)

control
verification and audit
identification.
status accounting

Question 63
In which ITIL process are negotiations held with the customer about
the availability and capacity levels to be provided?
a)
b)
c)
d)

Availability Management
Capacity Management
Financial Management for IT Services
Service Level Management

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Question 64
The following options are considered within which process?
1. Big bang vs Phased
2. Push and Pull
3. Automated vs Manual
a)
b)
c)
d)

Incident Management
Release and Deployment Management
Service Asset and Configuration Management
Service Catalogue Management

Question 65
The main benefit of using Service Design tools is?
a) To help ensure that design standards and conventions are
followed
b) To help ensure that incidents are detected as quickly as
possible
c) To help enable different CIs to work together
d) To help collate metrics used for improvement
Question 66
Which of the following are objectives of the Release and Deployment
Management process?
1. To develop a release and deployment policy
2. To ensure that training occurs for new service to operations and
support staff
3. To ensure that new services are tested prior to release
4. To provide cost justifiable IT availability that is matched to the needs
of the business
a)
b)
c)
d)

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1, 2 and 3 only
All of the above
1 and 3 only
1, 3 and 4 only
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Question 67
Which of the following benefits would be LEAST useful in supporting a
business case for service improvement?
a) Reduced technology investment by 20% due to more accurate
capacity and performance modelling processes
b) Reduced support manpower demand by 30% due to automated
incident and problem management processes
c) Reduced level of customer complaints due to more effective
Service Level Management
d) Reduced Problem resolution time by half due to improved
knowledge management
Question 68
Which of the following BEST describes a Local Service Desk structure?
a) A Service Desk that also provides onsite technical support to its
users
b) A Service Desk where analysts only speak one language
c) A Service Desk that is situated in the same location as the
users it serves
d) A Service Desk that could be in any physical location but uses
telecommunications and systems to make it appear that they
are in the same location
Question 69
Which of the following is NOT one of the ITIL phases?
a)
b)
c)
d)

Service Organization
Service Transition
Service Design
Service Strategy

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Question 70
Which of the following statements is CORRECT about patterns of
demand generated by the customer's business?
a)
b)
c)
d)

They are driven by patterns of business activity

It is impossible to predict how they behave
It is impossible to influence demand patterns
They are driven by the delivery schedule generated by capacity
management

Question 71
Which is NOT and objective of Service Design Phase?
a) Ensure that IT staff are trained and able to carry out building
and testing of new service
b) Convert strategic objectives in portfolios of services and service
assets
c) Ensure production and maintenance of Service Catalog
d) Ensure cost justifiable capacity of service is matched to
business needs
Question 72
Demand Management is primarily used to:
a)
b)
c)
d)

73

Increase customer perception

Eliminate excess capacity needs
Increase the value of IT Services
Align business with IT needs

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Question 73
Learning and improvement is the primary concern of which of the
following elements of the Service Lifecycle?
a) Service Strategy, Service Design, Service Transition, Service
Operation, and Continual Service Improvement
b) Service Strategy, Service Design, and Service Operation
c) Service Transition and Continual Service Improvement
d) Continual Service Improvement

Question 74
The Information Security Policy should be available to which groups of
people?
a)
b)
c)
d)

Senior Account managers and all IT staff

Senior managers, IT executives and the Service Desk
All customers, users and IT staff
Information Security Management staff only

Question 75
The objective of Service Asset and Configuration Management is best
described as?
a) To maximize the performance characteristics of Configuration
Items (CIs) in
b) To manage CIs from an operational perspective
c) To ensure that assets and CIs deliver the business
requirements they were designed to achieve
d) To define and control the components of services and
infrastructure and maintain accurate configuration records

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Question 76
The objective of the Change Management process is most accurately
described as?
a) Ensuring that all changes are recorded, managed, tested and
implemented in a controlled manner
b) Ensuring that emergency changes to IT infrastructure are
managed efficiently and effectively
c) Ensuring that changes have appropriate rollback plans in the
event of a major incident
d) Maximizing services by allowing changes to be made quickly

Question 77
Which of the following is NOT an objective of Service Operation?
a) Thorough testing, to ensure that services are designed to meet
business needs
b) To deliver and support IT Services
c) To manage the technology used to deliver services
d) To monitor the performance of technology and processes
Question 78
Which of the following questions is NOT answered by Service Portfolio
Management?
a)
b)
c)
d)

75

How should our resources and capabilities be allocated?

What are the pricing or chargeback models?
Why should a customer buy these services?
What are the support procedures for this service?

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Question 79
Which of the following would NOT be stored in the Definitive Media
Library (DML)?
a)
b)
c)
d)

Master copies of authorized software

Backups tapes of financial data
Software licences
Master copies of controlled documentation

Question 80
A major Incident:
1) Requires shorter timescales
2) requires a separate system
3) requires a separate procedure
Which of the above is true?
a) All of the above
b) 1 and 3 only
c) 1 and 2 only
d) 2 and 3 only

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40 Answers
1. B
5. A
9. B
13. B
17. B
21. A
25. B
29. D
33. C
37. B
41. C
45. D
49. B
53. B
57. A
61. C
65. A
69. A
73. D
77. A

2. A
6. C
10. C
14. C
18. A
22. C
26. B
30. B
34. B
38. C
42. D
46. A
50. A
54. C
58. A
62. D
66. A
70. A
74. C
78. D

3. B
7. B
11. D
15. C
19. B
23. C
27. C
31. A
35. D
39. A
43. B
47. A
51. C
55. B
59. C
63. D
67. C
71. A
75. D
79. B

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4. D
8. D
12. A
16. B
20. A
24. A
28. A
32. A
36. A
40. A
44. C
48. D
52. A
56. B
60. C
64. B
68. C
72. B
76. A
80. B

41 ACRONYMS
AM Availability Management
AMIS Availability Management Information System
BCM Business Capacity Management
BCP Business Continuity Plan
BIA Business Impact Analysis
CAB Change Advisory Board
ECAB Emergency Change Advisory Board
CFIA Component Failure Impact Analysis
CI Configuration Item
CMDB Configuration Management Database
CMIS Capacity Management Information System
CMS Configuration Management System
CSF Critical Success Factor
CSI Continual Service Improvement
CSIP Continual Service Improvement Program
CSP Core Service Package
DIKW Data-to-Information-to-Knowledge-to-Wisdom
DML Definitive Media Library
DS Definitive Spares
FTA Fault Tree Analysis
ISM Information Security Management
ISMS Information Security Management System
ITSCM IT Service Continuity Management
ITSM IT Service Management
IVR Interactive Voice Response
KEDB Known Error Database
KPI Key Performance Indicator
MoR Management of Risk
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MTBF Mean Time Between Failures

MTBSI Mean Time Between Service Incidents
MTRS Mean Time to Restore Service
OGC Office of Government Commerce
OLA Operational Level Agreement
PBA Pattern of Business Activity
PIR Post Implementation Review
PSO Projected Service Outage
QA Quality Assurance
QMS Quality Management System
RFC Request for Change
ROI Return on Investment
SAC Service Acceptance Criteria
SACM Service Asset and Configuration Management
SCD Supplier and Contract Database
SIP Service Improvement Plan
SKMS Service Knowledge Management System
SLA Service Level Agreement
SLM Service Level Management
SLP Service Level Package
SLR Service Level Requirement
SPM Service Portfolio Management
SPOF Single Point of Failure
SSIP Supplier Service Improvement Plan
TCO Total Cost of Ownership
TQM Total Quality Management
UC Underpinning Contract
VBF Vital Business Function
VOI Value on Investment

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42 Glossary
Alert: A warning that a threshold has been reached, something
has changed, or a failure has occurred.
Asset: Any resource or capability.
Application Sizing: Determines the hardware or network
capacity to support new or modified applications and the
predicted workload.
Baselines: A benchmark used as a reference point for later
comparison.
CMDB: Configuration Management Database
CMS: Configuration Management System
Configuration Item (CI): Any component that needs to be
managed in order to deliver an IT Service.
DML: Definitive Media Library
Function: A team or group of people and the tools they use to
carry out one or more processes or activities.
Incident: An unplanned interruption to, or reduction in the quality
of an IT service
Known Error: A problem that has a documented Root Cause
and a Workaround
KEDB: Known Error Database
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Maintainability: A measure of how quickly and effectively a CI or

IT service can be restored to normal after a failure.
Modeling: A technique used to predict the future behaviour of a
system, process, CI etc
MTBF: Mean Time Between Failures (Uptime)
MTBSI: Mean Time Between Service Incidents
MTRS: Mean Time to Restore Service (Downtime)
OLA: Operational Level Agreement
Process: A structured set of activities designed to accomplish a
specific objective.
Process Owner: Role responsible for ensuring that a process is
fit for purpose.
Remediation: Recovery to a known state after a failed Change
or Release
RFC: Request for Change
Service:
A means of delivering value to Customers by
facilitating Outcomes Customers want to achieve without the
ownership of specific Costs and risks
Service Owner: Role that is accountable for the delivery of a
specific IT service
SCD: Supplier and Contracts Database
Service Assets: Any capability or resource of a service provider

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Serviceability: Measures Availability, Reliability, Maintainability

of IT services/CIs under control of external suppliers.
SIP: Service Improvement Plan
SKMS: Service Knowledge Management System
SLA: Service Level Agreement
SLM: Service Level Manager
SLR: Service Level Requirements
SSIP: Supplier Service Improvement Plan
Status Accounting: Reporting of all current and historical data
about each CI throughout its lifecycle.
Trigger An indication that some action or response to an event
may be needed.
Tuning: Used to identify areas of the IT infrastructure that could
be better utilized.
UC: Underpinning Contract
Utility: Functionality offered by a product or service to meet a
particular need. Often summarized as what it does.
VBF: Vital Business Function
Warranty: A promise or guarantee that a product or service will
meet its agreed requirements.
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43 References
ITIL. Continual Service Improvement (2007) OGC. London. TSO
ITIL. Service Design (2007) OGC. London. TSO
ITIL. Service Operation (2007) OGC. London. TSO
ITIL. Service Strategy (2007) OGC. London. TSO
ITIL. Service Transition (2007) OGC. London. TSO

Websites
www.artofservice.com.au
www.theartofservice.org
www.theartofservice.com

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INDEX*
A
Access Management 2, 46
Access Management and Request Fulfilment 66
Access Management Processes 65
accountability 12
Accredited Training Organization 1
act 51, 59, 61
AMIS 25
AMIS Availability Management Information System 78
APMG 6-7
APMG ITIL 1, 5
APMG ITIL Foundation Mock Exam, official 50
Application Management 42
total costs 63
Application Management Function 2, 42
application portfolio 42
Application Service Provision 21
application service provisioning 69
Application Sizing 62, 80
applications 39, 42, 52, 68
modified 80
operational 42
Art of Service 1-83
Art of Service ITIL 1
Art of Service Objective Tree 2, 9
assets, organization s 27
Automated workflow of ITIL processes 53
Availability and Information Security management 39
Availability Management Information System 25
Availability Management Process 11
B
backup 43
balance 37
baseline 48, 52, 67, 80
Basic Concepts 11, 15, 17-19, 21, 23-7, 29-32, 34, 36-8, 40-9
BCM Business Capacity Management 78
BCP Business Continuity Plan 78
BIA Business Impact Analysis 78
book 1, 3
business 11, 15, 17, 21, 24-5, 36, 44, 50, 52, 65, 71, 73, 75
articulate 17
customer's 73
business action 16
business activity 18, 73, 79
business case 16, 72
Business Continuity Management 26
business demands 18
business expectations 54
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business expertise 21
Business Function 82
business objectives 9, 47
business perspective 67, 69
business process 21
Business Process Outsourcing 21
business processes, ineffective 65
business requirements 20, 74
business security 27
Business Service Catalogue 23, 67
Business Services Catalogue 23
business situation 52
business time scales 26
business value 17
C
CAB Change Advisory Board 78
Calling Service Desk 38
capabilities 11, 13, 15, 20, 29, 54, 56-7, 59, 68, 75, 80-1
capacity 14, 16, 18, 24, 43, 55, 61, 72
capacity levels 70
Capacity Management 2, 24, 70, 73
Capacity Management Information System 24
capacity management process 24, 62
Capacity Manager 61
capacity requirements 62
capacity threshold 58
Centralized Service Desk 38
Certification Pathway 2, 4
Change Advisory Board 33
change decisions 33
Change Management 2, 12, 32-3, 63
Change Management and Service Level Management 66
Change Management process 75
Change Manager 63
Change Mgt 32
Change Schedule 32-3
changes 12, 19, 32-3, 39, 43, 50-1, 61, 63, 68, 75, 79, 81
authorized 35
completed 32
failed 81
normal 45
planned 33
changes/transitions 29
CI (Configuration Item) 31, 33, 39, 43, 58, 60, 62, 68, 70, 74, 78, 80-2
CI monitoring tools 43
CIA 27, 39, 46
CIs, see Configuration Items
Closed book exam 5
CMDB 30-1, 35, 80
CMDB Configuration Management Database 78

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CMIS 24
CMIS Capacity Management Information System 78
CMS 30-1, 80
CMS Configuration Management System 78
confidentiality 27-8, 46
Configuration Item, see CI
Configuration Items (CIs) 31, 43, 58, 60, 68, 70-1, 74, 80
Configuration Management 31
Configuration Management Database 30, 80
configuration management system 31, 54, 67, 69, 80
contact 38-9, 55, 62
content 1, 6
Continual Service Improvement, see CSI
Continual Service Improvement Phase 10
Continual Service Improvement Process 3, 49
continuity 14, 16, 28, 55
Contract Management Copyright 60
cook 15-16
Core Service Package 16
Cost of Service 37
costs 11, 15-16, 21, 52, 57, 63, 71, 73, 81
cross-functional coordination 68
CSI (Continual Service Improvement) 2, 47-8, 52, 54, 64, 66, 74, 83
CSI Continual Service Improvement 78
CSI Model 47
CSIP Continual Service Improvement Program 78
CSP Core Service Package 78
customer complaints 67, 72
Customer demand for Services 18
Customer Metrics 64
customer organizations 21
customer perception 73
customer perspective 37
customers 11, 13-16, 23, 33-4, 36, 47, 50, 55-7, 61, 64-5, 67, 70, 74-5,
81
customers Copyright 58
D
data, organization s 39
Definitive Media Library, see DML
Definitive Spares (DS) 34-5
delivery 12, 37, 41, 81
delivery of services 54, 58
Demand Management 2, 18, 59-60, 62, 73
Demand Management Process 24
Demand Management strategies 24
departments 29, 42
Deployment Management 2, 34, 71
Deployment Management process 71
design 15, 19, 21, 40, 42, 48, 52, 54, 67
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design implementation 47
design specification 36
design staff 40
design standards 71
designations 3
development 17, 23, 29, 36
Development of Service Knowledge Management System
development Services 64
discern 47
DML (Definitive Media Library) 34-5, 76, 80
Downtime 81
DS (Definitive Spares) 34-5
E
ECAB (Emergency Change Advisory Board) 32-3, 63
ECAB Emergency Change Advisory Board 78
effort 15-16
Emergency CAB 32-3
Emergency Change Advisory Board (ECAB) 32-3, 63
emergency change process 63
emergency changes 63, 75
evaluating 63
errors 44, 60, 67
evaluation 27, 50
Event and Access Management Processes 65
Event Management 2, 43, 53, 66
Event Management and Service Desk 66
exam 1, 6, 8, 18
Exam Preparation book 1
Exam Prerequisites 2, 5
exam process 6
Exam Specifics 2, 5
excess capacity 18, 73
execution 39, 46
Expert status 4
External Business View 37
External Service Provider Copyright 12
F
Facilities Management 41
Facilities Management and Event Management
failure 39, 79-81
Financial Management 59-60, 63, 70
Financial Management system 63
Formal arrangements 21
Forward Schedule of Changes (FSC) 32, 50
Foundation Bridging Exam 1
Foundation Program, accredited ITIL 10
FSC (Forward Schedule of Changes) 32, 50
functional requirements 20, 36
functionality 39, 68, 82

87

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functions

10, 12-13, 21, 41, 48, 52, 55, 68, 80

G
goal 24, 59
Goal 17-18, 21, 23-7, 30-2, 34, 36, 38, 40-6, 48-9
goal, defined 55
groups, functional 12
guidance 12, 40, 47, 66, 70
H
holistic Service Lifecycle approach

11

I
implementing resources 11
Incident Management 35, 63, 65-6, 71
incident management record 58
Incident Manager 13
Incident Model 62
incidents 28, 32, 35, 39, 44-5, 58, 60, 62, 67, 69, 71, 75-6, 80
automated 72
multiple 61
record 62
Indian restaurants 15
Information Security and Availability Management 46
Information Security Management 2, 27, 59, 74
Information Security Management and Access Management 25
infrastructure 13, 26, 35, 39-41, 43-4, 46, 53, 58-60, 65, 74-5, 82
technical 58
infrastructure cost 65
Infrastructure Lifecycle 57
Insourcing 69
Internal Service Provider 12
Intranet forms/requests 38
investment 21, 79
ISM Information Security Management 78
ISMS Information Security Management System 78
IT-organization 38
ITIL 1-2, 4, 8-9, 14, 56-7, 83
ITIL implementations 59
ITIL phases 72
ITIL processes 13, 53, 60, 63, 70
ITIL Service Lifecycle 10
ITIL V2 FOUNDATION MATERIAL 6
ITIL V3 framework 57
ITSM 9, 11, 13, 56, 78
ITSM processes 49, 56
J
justifiable capacity

73

K
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KEDB 78, 80
Key Terms 13, 17, 22, 24-5, 28, 33, 35, 39, 43, 45, 48
Knowledge Management 2, 30, 69
knowledge management, improved 72
Known Error 60, 80
L
letters 49
liability 3
lifecycle 14, 19, 21, 42, 53, 82
Lifecycle Programs 4
Local Service Desk 38
Local Service Desk structure 72
location 15, 72
London 1, 83
M
MAC (Move, Add, Change) 39
Maintainability 81-2
maintenance 23, 58, 70, 73
Major Problem Reviews 44
malfunction 63
management 11-12, 41, 43, 57-8
management decision 30
Management Lifecycle 57
management practices 56
management systems 52
managers 12-13, 65, 68
Managing Applications 42
Master 76
meal 15-16
Mean Time 51
average 69
Mean Time Between Failures, see MTBF
Mean Time Between System Incidents (MTBSI)
Mean Time to Restore (MTTR) 51, 69, 79, 81
Mean Time to Restore Service (MTRS) 51, 81
memorize 47, 49
metrics 19, 47-8, 52, 64
application-based 48
model 36, 47, 51-2, 54
defined test 36
chargeback 75
desktop 67
logical 31, 59
modified processes 19
monitor 13, 47, 53, 59, 61, 65, 75
monitor interactions 53
monitoring 22, 43, 61, 65
monitoring identity status Logging 46
MoR Management of Risk Copyright 78

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51, 81

Move, Add, Change (MAC) 39

MTBF (Mean Time Between Failures) 51, 79, 81
MTBSI (Mean Time Between System Incidents) 51, 81
MTBSI Mean Time 79
MTRS (Mean Time to Restore Service) 51, 81
MTRS Mean Time to Restore Service 79
MTTR (Mean Time to Restore) 51, 69, 79, 81
N
neighbourhood 15
network 13, 21, 41, 61, 65
network capacity 80
non-authorized users 39, 46
O
objectives, strategic 14-15, 18-19, 73
OGC 83
OLAs (Operational Level Agreements) 58, 60, 81
Operational Level Agreements (OLAs) 58, 60, 81
operational management 40
Operations Management Function 2, 41
organisation, external 69
organization 9, 13-15, 17, 21, 28, 30, 32, 39, 42, 55-6, 59, 68
external 21
profitable international 57
organizational capabilities, specialized 13, 56
Organizational Readiness Assessment 20
organizational structure 12
organizations release policy 35
organization s 21
organization s business processes 42
organization s staff member/employee 13
outcomes 11, 13, 16
outsourcing 21, 69
knowledge process 21, 69
outsourcing delivery model options 69
outsourcing organizations 21
owner 3, 11-12
ownership 11, 15, 79, 81
P
Patterns of Business Activity 18
Payroll Service 12
PBA Pattern of Business Activity 79
performance 22, 48, 53, 67, 75
performance modelling processes 72
person 3, 13, 69
Perspectives of ITSM 11
phase 1, 7, 13, 66
PIR (Post Implementation Review) 33, 50
Plan 47, 51, 59
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Post Implementation Review (PIR) 33, 50

practice exam questions 3, 6, 50
Proactive Problem Management 44
problem 60-1, 67, 80
Problem Management 2, 44, 53, 63, 66
problem management processes 72
Problem Manager 61
process data 49, 51
process expertise 21
Process Improvement 47
process manager 12-13
Process Metrics 48, 64
process owner 11-12, 48, 55, 81
processes 1, 6-7, 10-13, 19, 21, 23, 29, 33, 46, 48, 52, 55-7, 62-3, 66,
68, 80-1 [2]
Projected Service Outage 32-3
provision 18, 22
PSO 32-3
PSO Projected Service Outage 79
publisher 3
Q
QA Quality Assurance 79
QMS Quality Management System
quality 9, 11, 16, 30, 39, 48, 80
perceived 16
seamless 21, 54
quality food 15

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R
RACI model 12, 62
RACI Model 12
Reactive Problem Management 44
Reduced level of customer complaints 72
Reduced Problem resolution time 72
Reduced technology investment 72
release 29, 34-6, 67, 70-1, 81
deploy 34
Release and Deployment Management 2, 34, 71
Release and Deployment Management process 71
Release Management 34-5
Release Package 35
Release Unit 35
request 13, 33, 39, 45, 68, 81
Request Fulfilment 2, 45
resources 13, 20, 40, 51, 56, 61, 68-9, 75, 80-1
direct 48
responsibilities 12, 29, 47, 52, 67
restaurant 15-16
Restore Service 67
Retired Services 17

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RFC Request for Change 79

rights 3, 46
risks 11, 15-17, 81
roles 13, 40, 42, 47, 52, 62-3, 81
Row 12
S
SAC Service Acceptance Criteria 79
SACM Service Asset and Configuration Management 79
Schedule of Approved Changes 33
Scope 27, 31, 47
security 16, 27-8, 55
Security Incident 28
Self-Contained units of organizations 55
Self Help 38
Service Acceptance Criteria 20
service acceptance/review criteria 36
Service Applicability 20
Service Asset 35
Service Asset & Configuration Management 53, 70
Service Asset and Configuration Management 2, 31, 59, 71, 74
service assets 19, 31, 73, 81
service availability 25, 39, 69
service availability matches 50
Service Capability 51
Service Catalog 73
Service Catalog Management 2, 23
Service Catalogue 17, 23, 54, 64
Service Catalogue Management 71
Service Catalogue Management works 23
service component 35
Service Contacts 20
Service Continuity Management 2, 26, 53, 68, 78
service delivery 42, 56
Service Delivery and Service Support 51
Service Delivery Lifecycle 57
Service Design 2, 19, 29, 40-1, 50, 52, 56, 71-2, 74, 83
Service Design & Topology 20
Service Design Manager 13, 29
Service Design Package contents 20
Service Design Packages 19, 29
Service Design Phase 10-11, 36, 73
Service Design s 19
Service Desk 38, 61-2, 65, 67-9, 72, 74
Service Desk Function 2, 38, 45
Service Desk Operators 65, 67
Service Desk Organizational Structures 38
Service Functional Requirements 20
service improvement 72
Service Improvement Plan 82
Service Improvement Programme (SIP) 50, 82
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Service Incidents 79, 81

Service Knowledge Management System (SKMS) 30, 82
Service Level 33, 58, 64-5
Service Level Agreements, see SLAs
Service Level Management 21, 23, 59-60, 63, 67
effective 72
Service Level Management Copyright 70
Service Level Manager 58, 61, 82
Service Level Packages 16, 64
Service Level Requirement (SLR) 20, 50, 79, 82
Service Level Requirements 20, 50, 82
Service Lifecycle 1-2, 8-9, 14, 30, 50, 54, 57, 69, 74
Service Lifecycle approach to ITSM 56
Service Management 1-2, 4, 9-11, 15, 17, 40, 56-7, 78
service management activities 27
Service Management Copyright 62
service management processes 47-8
service management systems 19, 52
Service Measurement 3, 48
Service Metrics 48, 64
service models 59
Service Operation 2, 34, 37, 74-5, 83
service operation, normal 43, 53
Service Operation and Continual Service Improvement 50
Service Operation Phase 10
Service Operation processes, missing 66
Service Operational Plan 20
Service Organization 72
service owner 12, 65, 81
Service Packages 16, 64
Service Pipeline 17, 54
Service Portfolio 17, 23, 54
Service Portfolio Management 2, 17, 59, 75
Service Program 20
service provider 14, 17-18, 81
Service Provider Types 12
service providers, external 31
service provision 26, 31, 38
service quality 32, 37
Service Request 39, 45, 68
service requirements 36, 65
Service Retirement 19
Service Solutions 19-20
Service Strategy 2, 6, 15, 50, 66, 74, 83
Service Strategy and Continual Service Improvement 50
Service Strategy Copyright 72
Service Strategy Phase 10
Service Strategy processes 59
Service Support 51
Service Transition 2, 29, 50, 53, 56, 70, 72, 74, 83
Service Transition and Continual Service Improvement 74

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Service Transition and Service Operation 50

Service Transition Manager 29
Service Transition Phase 10, 36
Service Transition Plan 20
Service Validation 2, 36
Service Value 15
service works 67
Serviceability 82
services 1-83
based 21
changed 29, 36, 51, 62
decommissioned 17, 64
deployment 17
end-to-end 48
maximizing 75
modified 19, 53
operational 23, 64
portfolios of 19, 73
provider s 17
standard 45
transitioned 35
services/CI s 82
Services Delivery and Support 43
services match 36
Shared Service Provider 12
SIP (Service Improvement Programme) 50, 82
SIP Service Improvement Plan 79
skills 38, 42
customer service 16
SKMS (Service Knowledge Management System) 30, 82
SKMS Service Knowledge Management System 79
SLA Service Level Agreement 79
SLAs (Service Level Agreements) 7, 50, 52, 55, 58, 61, 64, 82
SLM 21, 23, 82
SLM Service Level Management 79
SLP Service Level Package 79
SLR, see Service Level Requirement
SLR Service Level Requirement 79
software 13, 35, 57, 64, 68
application 42
process handling 38
SPM Service Portfolio Management 79
SSIP Supplier Service Improvement Plan 79
stability 37, 40, 43, 68
staff 30, 38, 55, 63, 73-4
stakeholders 11, 14, 57, 62
Standard Changes 39, 45
standby, hot 26
Step Improvement Process 47, 49, 51
strategy 1, 7, 48, 51, 54
Supplier Management 2, 21-2, 54, 59-60
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Supplier Management works 21

Supplier Service Improvement Plan
suppliers, external 21-2, 82
Support Business processes 42
support services 56
Supporting Service Package 16
synthesis/application level 6
system architects/designers 48

22, 82

T
Table of Contents 2
Technical Management 40, 58, 60
Technical Management Function 2, 40
Technical Service Catalogue 23
technology 7-8, 40, 57, 65, 75
purchase 61
Technology Architectures 19, 52
technology help 7, 53
Technology Metrics 48, 64, 67
terminology 6, 8, 10
time 7, 13, 15-16, 28, 48, 55, 70, 81
tools 8-9, 13, 19, 52, 55, 57, 65, 80
TQM Total Quality Management 79
trademarks 3
Train service desk 67
tree 9
TSO 83
U
understanding 1, 6, 9, 15, 18
basic 8
Uptime 51, 81
users 13, 38, 45, 61, 65, 67-8, 72, 74
authorized 46
utility 16, 51, 64, 82
V
V2 6
validation 36
VBF Vital Business Function
Virtual Service Desk 38
vision 47-8, 51-2, 54

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W
warranty 3, 16, 55, 64, 82
words 6-7
key 6, 31, 37
www.artofservice.com.au www.theartofservice.org
www.theartofservice.com 83

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