Follows a series of flashcards I produced to study for the ITIL FOUNDATION V3 certification exam.

1. Carlos Oliveira / May 31, 2013

2. Agenda
 ITIL Foundation
 Flashcards
 Training & Reference
 Questions

3. Introduction
I am a forward-looking Information Systems Architect with a
solid Oracle DBA background comprising the daily
infrastructure tasks of the DBA, several projects as a Data
Modeler, and performance management projects.
I Started on the mainframe business, and soon had a deep dive
in application development for Oracle databases. After
acquiring an Oracle certification, I worked on performance
enhancement for applications using Oracle databases, and later
worked several years as an infrastructure DBA, later I worked
on data modeling projects and more recently a performance
management project, on both application and database layers.

4. “The limits of my language
mean the limits of my world.”
Ludwig Wittgenstein

5. Follows a series of flashcards I produced to study
for the certification exam.
Each of the following will be coded as:
1 A – Front of card 1
1 B – Back of card 1
Flashcards

6. PROCESSES
SS
1 A

7. PROCESSES
SERVICE STRATEGY
• SERVICE PORTFOLIO MANAGEMENT
• BUSINESS RELATIONSHIP MANAGEMENT
• FINANCIAL MANAGEMENT
1 B

8. PROCESSES
SD
2 A

9. PROCESSES
SERVICE DESIGN
• DESIGN COORDINATION
• SERVICE CATALOG MANAGEMENT
• SUPPLIER MANAGEMENT
• CAPACITY MANAGEMENT
• AVAILABILITY MANAGEMENT
• SERVICE LEVEL MANAGEMENT
• IT SERVICE CONTINUITY MANAGEMENT
• INFORMATION SECURITY MANAGEMENT
2 B

10. PROCESSES
ST
3 A

11. PROCESSES
SERVICE TRANSITION
• TRANSITION PLANNING & SUPPORT
• SERVICE ASSET & CONFIGURATION MANAGEMENT
• RELEASE & DEPLOYMENT MANAGEMENT
• KNOWLEDGE MANAGEMENT
• CHANGE MANAGEMENT
3 B

12. PROCESSES
SO
4 A

13. PROCESSES
SERVICE OPERATION
• REQUEST FULFILLMENT
• EVENT MANAGEMENT
• INCIDENT MANAGEMENT
• PROBLEM MANAGEMENT
• ACCESS MANAGEMENT
4 B

14. PROCESSES
CSI
5 A

15. PROCESSES
CONTINUAL SERVICE IMPROVEMENT
• 7 STEP IMPROVEMENT PROCESS
5 B

16. INPUTS / OUTPUTS
6 A

17. INPUTS/OUTPUTS
6 B
INPUT STAGE OUTPUT
SIP SS SLP
SLP SD SDP
SDP ST STP
STP SO Serv. Perf. Reports
Serv. Perf. Reports CSI SIP

18. UTILITY AND WARRANTY
7 A

19. UTILITY AND WARRANTY
SERVICES - IN TERMS OR UTILITY AND WARRANTY
• UTILITY – FUNCTIONALITY – WHAT IT DOES – FIT FOR
PURPOSE
• WARRANTY – PROMISE OR GUARANTEE – HOW WELL IT
DOES – FIT FOR USE
VALUE DRIVES FROM UTILITY AND WARRANTY
7 B

20. TYPES OF SERVICES
8 A

21. TYPES OF SERVICES
8 B
ENABLING SERVICES (SUPPORTING SERVICES)
ENHANCING SERVICES (SUPPORTING SERVICES)
CORE SERVICES

22. SERVICE PORTFOLIO
9 A

23. SERVICE PORTFOLIO
• SERVICE PIPELINE – CONCEPT, DESIGN, TRANSITION
• SERVICE CATALOG – TRANSITION, OPERATION
• RETIRED SERVICES - RETIREMENT
9 B

24. FRAMEWORK STRUCTURE
10 A

25. FRAMEWORK STRUCTURE
• FRAMEWORK (ITIL)
• STAGE (SS, SD, ST, SO, CSI)
• PROCESSES / PLANS
• ACTIVITIES
• PROCEDURES
• DOCUMENTED STEPS
• WORK INSTRUCTIONS
10 B

26. ABBREVIATIONS IN THIS DECK
11 A

27. ABBREVIATIONS
• SS – SERVICE STRATEGY
• SD – SERVICE DESIGN
• ST – SERVICE TRANSITION
• SO – SERVICE OPERATION
• CSI – CONTINUAL SERVICE IMPROVEMENT
• SIP – SERVICE IMPROVEMENT PACKAGE
• SLP – SERVICE LEVEL PACKAGE
• SDP – SERVICE DESIGN PACKAGE
• STP – SERVICE TRANSITION PACKAGE
11 B

28. Training
 Foundations of IT Service Management with ITIL 2011:
ITIL Foundations Course in a Book
 BY Brady Orand
 Kindle version for USD 9,99 (my choice)
 ANDROID APP: ITIL EXAM PREP (PREMIUM)
 GLOBAL.MES
 EXAM PREP QUESTIONS (THE BEST OF IT)
 OFFICIAL SAMPLE EXAMS

29. Thank you
Carlos Oliveira / May 31, 2013