Jason Dion - ITIL®v3 Foundations: A Time-Compressed Resource To Passing The ITIL®v3 Foundations Exam On Your 1st Attempt! (Cram to Pass)

ITILv3 Foundations

A time-Compressed resource to passing the
ITILv3 Foundations exam on your 1st attempt!

Copyright 2017 by Jason Dion. All rights reserved. Except as permitted under United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the author.

Publisher: Jason Dion
Published: August 2017

Chapter 1

Introduction

Objectives

1. Understand how this book is designed to help you pass the exam quickly
2. Understand how the exam is designed and how to take the certification exam
3. Understand some tips and tricks for conquering the ITILv3 Foundations exam

Welcome to Information Technology Infrastructure Library (ITIL)v3 Foundations: Cram to Pass. In this book, you will receive a crash course that will introduce you to everything you need to know in order to pass the ITILv3 Foundations certification exam. This book covers just the essentials with no fluff, filler, or extra material, so you can learn the material quickly and conquer the certification exam with ease.

This book assumes that you have no previous experience with the ITILv3 framework and will teach you the bare minimum you need to know in order to take and pass the ITILv3 Foundations certification exam on your first attempt. This book will NOT teach you everything you need to know to be efficient or effective in implementing the ITILv3 Framework in your organization. This text is designed to get you to pass the certification exam, not to make you an expert in ITIL.

Due to the design of this text, we will move at a very quick pace through the material. If you read this entire book and take the practice exams located at the end of the text (scoring at least an 85% or higher), you will be ready to take and pass the ITILv3 Foundations exam on your first attempt!

Section 1

Exam Basics

The ITILv3 Foundations certification exam is an entry-level certification for Information Technology personnel interested in the Information Technology Service Management (ITSM) discipline. This foundational certification covers a general awareness of the elements, concepts, and terminology used in the ITIL Service Lifecycle and IT Service Management.

The target audience for the ITILv3 Foundations certification is:

• People requiring an understanding of the ITIL framework
• People needing an understanding of how ITIL can enhance IT service management within an organization
• IT professionals in organizations that adopted ITIL and need to understand ongoing service improvement

The certification exam consists of 40 multiple-choice questions which must be completed within 60 minutes. A minimum score of 26 our of 40 questions is required to pass the certification exam, equating to a score of 65% or higher. The exam is a closed book exam, with no notes or study materials being allowed to be brought into the examination center. To sit for the exam, a candidate must signup through any Prometric or VUE testing center worldwide and pay a testing fee of $150 USD.

Section 2

Exam Tips and Tricks

Before we dig into the content of the ITILv3 Foundations exam, it is important for you to read through some exam tips and tricks. This will help you understand exactly how to study for the exam as you read through the rest of this book, and focus your efforts to get the most out of this material.

The most important thing to remember when taking the ITILv3 Foundations exam is that there are no trick questions come test day. Every question is precisely worded to match the material you have studied. You should read the questions multiple times to ensure you understand exactly what the question is asking you, and that you are answering the question being asked. Anytime you see the words ALWAYS or NEVER in an answer, think twice about selecting it. In IT Service Management, rarely is there a case where something ALWAYS or NEVER applies to the situation!

As you read the questions and answers, always be on the look out for distractors or red herrings. Generally, there is at least one of these listed in the possible answer choices to try and distract you.

If you see a question with bold, italics, or in all uppercase, you should pay close attention to those words because the examiners have decided they are keywords and very important to selecting the correct answer.

It is important to remember what things in the ITILv3 Framework are processes and which are functions. We will cover both throughout this book. If a question asks about a process, make sure you dont select an answer that contains a function or a service.

Another important thing to remember is that you must answer the questions based on your ITIL knowledge and studies from this textbook, not your personal workplace experience. Your workplace may not be implementing ITIL correctly in their IT Service Management operations, so you must always select the book answer when answering a question on the exam.

Remember that on exam day, you should select the BEST answer. Each question may have several right answers, but one is always the most right answer. When in doubt, choose the answer that is correct in the most number of situations!

On test day, you dont have to memorize the definitions from the ITILv3 Framework word for word, but you must be able to recognize them from the choices given. This is an essential difference in IT Certification testing where the answers are multiple-choice and the tests you may have taken in high school or college where you had to fill in a blank or write a short answer. In the IT Certification world, you must be able to recognize, not regurgitate, the information.

As you study the material in this book, keep these objectives in mind:

• Know generic process model and process characteristics
• Be able to differentiate between service, process, and function

Finally, remember that if you get asked about the service owner or process owner , verify your answer matches the question asked. If the question asks about a process, DO NOT select an answer with the word service in it!

Chapter 2

ITSM and the ITIL Framework

Objectives

1. Understand ITSM and the fundamentals of the ITILv3 Framework
2. Be able to name the 5 phases of the Service Lifecycle
3. Understand the characteristics of processes in ITIL
4. Understand the characteristics of functions in ITIL
5. Understand the standard roles in ITIL
6. Understand organizational structures and their relation to ITIL
7. Understand the various types of service desks covered by ITIL
8. Understand the Technical Management function
9. Understand the Application Management function
10. Understand the IT Operations Management function
11. Understand the RACI Model

IT Service Management ( is a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risk.

For example, if you owned a company that wanted to host a website, you want the functionality of having a website up and running for your customers to access 24 hours a day, 7 days a week. But, you may not want the expense involved in buying the servers, paying the IT personnel to run those servers, and all the other associated costs. So, instead, you can pay a service provider to run your website for a monthly fee. You, as a customer, have now received the outcome you wanted without the ownership of the specific costs or risks.