ITIL Foundation

(WGU-EX0-101) / ISBN : 978-1-61691-799-9
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Skills You’ll Get

The ITIL© Foundation Certificate in IT Service Management is a standalone certification from with the exam code EX0-101.

The certification is targeted at IT professional, business manager or business process owner in an organization that operates according to ITIL©. The exam covers key concepts, structures, terminologies and processes of ITIL.

Download Course Outline

1

Introduction

2

Service Management as a Practice

  • Best-Practice Approaches and ITIL
  • Why Is ITIL So Successful?
  • Services, Customers, and Stakeholders
  • Understanding the Concepts of Service Management and IT Service Management
  • Understanding Processes and Functions
  • Introducing the Service Lifecycle
  • Summary
  • Exam Essentials
  • Review Questions
3

Understanding Service Strategy

  • Understanding the Service Strategy Stage
  • Understanding Key Concepts of Service Strategy
  • Summary
  • Exam Essentials
  • Review Questions
4

Service Strategy Processes

  • Understanding Service Portfolio Management
  • Understanding the Financial Management Process
  • Understanding the Business Relationship Management Process
  • Summary
  • Exam Essentials
  • Review Questions
5

Understanding Service Design

  • Understanding the Purpose, Objectives, and Scope for Service Design
  • Describing the Service
  • Four Key Elements of Service Design
  • Building the Service
  • Five Major Aspects of Service Design
  • Summary
  • Exam Essentials
  • Review Questions
6

Service Level Management: Aligning IT with Business Requirements

  • The Purpose, Objectives, and Scope of Service Level Management
  • Capturing Service Level Requirements
  • Understanding the Service Level Agreement
  • Monitoring and Improving Service Delivery
  • Interfacing with Other Service Management Processes
  • Summary
  • Exam Essentials
  • Review Questions
7

The Other Service Design Processes

  • Service Catalog Management
  • Availability Management
  • Information Security Management
  • Supplier Management
  • Capacity Management
  • IT Service Continuity Management
  • Design Coordination
  • Summary
  • Exam Essentials
  • Review Questions
8

Service Design Roles

  • Roles and Responsibilities in Service Management
  • Designing Roles Using the RACI Model
  • Summary
  • Exam Essentials
  • Review Questions
9

Understanding Service Transition and the Change Management Processes

  • Understanding Service Transition
  • Introduction to the Change Management Process
  • Summary
  • Exam Essentials
  • Review Questions
10

Service Transition Processes

  • Transition Planning and Support
  • Service Asset and Configuration Management
  • Knowledge Management
  • Release and Deployment Management
  • Summary
  • Exam Essentials
  • Review Questions
11

Delivering the Service: The Service Operation Lifecycle Stage

  • Understanding the Purpose, Objectives, and Scope of Service Operation
  • Organizing for Service Operations
  • Summary
  • Exam Essentials
  • Review Questions
12

The Major Service Operation Processes

  • Incidents and Problems: Two Key Service Management Concepts
  • Incident Management
  • Problem Management
  • Interfaces
  • Summary
  • Exam Essentials
  • Review Questions
13

The Other Service Operation Processes

  • Event Management
  • Request Fulfillment
  • Access Management
  • Summary
  • Exam Essentials
  • Review Questions
14

Understanding Continual Service Improvement

  • Achieving Continual Service Improvement
  • The Seven-Step Improvement Process
  • Summary
  • Exam Essentials
  • Review Questions
A

Appendix A

B

Appendix C

  • Competence and Training

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USD 225

Pricing and taxes may vary from country to country.

The ITIL Foundation is administered by Prometric and Pearson VUE at testing centers worldwide.

  • For Prometric: Click here to find a testing center near you.
  • For Pearson: Click here to find a testing center near you.

There are no technical pre-requisites for this certification.

The exam contains 40 questions.

60 minutes

65%

(on a scale of 26-40)

In the event that you fail your first attempt at passing EX0-101 exam, 's retake policy:

  • Candidates can retake the exam the same day if possible. However, EXIN advises a period of time for extra study.

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ITIL Foundation

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