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    http://www.exin-exams.com/examenplannen/plan2pdf.asp?modname ... http://www.exin-exams.com/examenplannen/plan2pdf.asp?modname ... Document Transcript

    • Exam ITIL Foundation Foundation Certificate in IT Service Management Publication date 02-05-2005 Start date 01-07-2005 Target group The examination for the Foundation Certificate is intended for people working in the field of IT Service Management. The Foundation Certificate is a prerequisite for the Practitioner's and Manager's Certificate in IT Service Management. Prerequisite knowledge, skills and practical experience None. Exam requirements 1 The importance of IT Service Management and the IT Infrastructure 2 The Service Management processes and the interfaces between them 3 ITIL processes and the relations between these processes 4 Basic concepts of ITIL Exam requirements specifications 1. The importance of IT Service The importance of IT Service Management and the IT Infrastructure Management and the IT Infrastructure The candidate has understanding of the importance of IT Service Management and the IT Infrastructure. The candidate is able to indicate the importance of a methodical and systematic approach to information technology service: for users and customers of IT Service for suppliers of IT Service. 2. The Service Management processes The candidate has understanding of the Service Management processes and the interfaces between them and the interfaces between them. The candidate is able to: mention the benefits of the description of the Service Management processes for an organisation distinguish between ITIL processes and organisational units indicate which elements are needed for the description of the ITIL processes. © EXIN International, Utrecht, juni 2005
    • 3. ITIL processes and the relations The candidate has knowledge of the following ITIL processes and the between these processes relations between these processes: Incident Management Problem Management Change Management Configuration Management Release Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Financial Management for IT Services Security Management and the function Service Desk. The candidate is able to: distinguish the objectives, activities and results of the various ITIL processes give examples for each of the connections in the representation of the relationships between the processes. 4. Basic concepts of ITIL The candidate has knowledge of the following basic concepts of ITIL. Basic concepts of ITIL Accounting Activity Based Costing Application Sizing Asset Management Assets Audit Authorization Availability Availability Management Budgeting Business Capacity Management Business Impact Analysis Business Process Call Capacity Database, CDB Capacity Management Capacity Planning Category CCTA Risk Analysis and Management Method CRAMM Central Service Desk Change Change Advisory Board, CAB Change Management Charging CI Level Classification Component Failure Impact Analysis, CFIA Confidentiality Configuration Baseline Configuration Item, CI Configuration Management Configuration Management Database, CMDB © EXIN International, Utrecht, juni 2005
    • Cost Plus Customer Definitive Hardware Store, DHS Definitive Software Library, DSL Demand Management Deming Circle Disaster Downtime Elapsed time Emergency Fix/Release Error Control Escalation Evaluation Expert Service Desk Fault, Failure Fault Tree Analysis, FTA Financial Management for IT Services First Line Support Forward Schedule of Changes, FSC Full Release Functional Escalation Going Rate Gradual Recovery, Cold Stand-By Hierarchical Escalation Identification of CI Immediate Recovery, Hot Stand-By Impact Incident Incident Management Integrity Intermediate Recovery Service Interruption IT Infrastructure IT Service IT Service Continuity Management IT Service Management Known Error Local (distributed) Service Desk Maintainability Management Market Price Mean Time Between Failures, MTBF Mean Time To Repair, MTTR Modeling Monitoring Notional Charging Operational Process Operational Level Agreement, OLA Package Release Performance Management Post Implementation Review, PIR Priority Proactive Problem Management Problem Problem Control Problem Management Procedure Process Process Manager © EXIN International, Utrecht, juni 2005
    • Quality Assurance Quality Control Reciprocal Arrangement Recovery Release Management Release Policy Release Unit Reliability Request for Change, RFC Resilience Resource Capacity Management Restoration of Service Review Risk Assessment Rollout Second Line Support Security Security Awareness Security Incidents Security Level Security Management Service Capacity Management Service Catalogue Service Desk Service Improvement Plan Program, SIP Service Level Service Level Agreement, SLA Service Level Management Service Level Requirements Service Request Service Window Serviceability Skilled Service Desk Release Status System Outage Analysis, SOA Third Line Support Threat Tuning Underpinning Contract Unskilled Service Desk Urgency Urgent Change Verification Virtual Service Desk Vulnerability Work-around Literature © EXIN International, Utrecht, juni 2005
    • Literature 4FSWJDF %FMJWFSZ Norwich/London: OGC/ The Stationery Office, 2001 ISBN 0113300174 4FSWJDF 4VQQPSU Norwich/London: CCTA/ The Stationery Office, 2000 ISBN 0113300158 itSMF-International *5 4FSWJDF .BOBHFNFOU BO JOUSPEVDUJPO Zaltbommel, Van Haren Publishing, 2002 ISBN 90 806713-63 Exam session Referral to literature and notes is OPU permitted. © EXIN International, Utrecht, juni 2005