Practice Exam ITIL Foundation Certificate in IT Service Management 2011

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Proefexamen ITIL Foundation Certificate in IT Service Management 2011

(English version)

Prerequisites

You have succesfully finished a training course for this exam. A training course for this exam is available through us.

Target audience

Helpdesk Operator, Project Manager

Practice Exam ITIL Foundation Certificate in IT Service Management 2011

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Service Management as a practice

  • Describe the concept of best practices in the public domain.
  • Describe and explain why ITIL is successful.
  • Define and explain the concept of a service.
  • Define and explain the concept of internal and external customers.
  • Define and explain the concept of internal and external services.
  • Define and explain the concept of service management.
  • Define and explain the concept of IT service management.
  • Define and explain the concept of stakeholders in service management.
  • Define processes and functions.
  • Explain the process model and the characteristics of processes.

The ITIL service lifecycle

  • Describe the structure of the ITIL service lifecycle.
  • Account for the purpose, objectives and scope of service strategy.
  • Briefly explain what value service strategy provides to the business.
  • Account for the purpose, objectives and scope of service design.
  • Briefly explain what value service design provides to the business.
  • Account for the purpose, objectives and scope of service transition.
  • Briefly explain what value service transition provides to the business.
  • Account for the purpose, objectives and scope of service operation.
  • Briefly explain what value service operation provides to the business.
  • Account for the main purpose, objectives and scope of continual service improvement.
  • Briefly explain what value continual service improvement provides to the business.

Generic concepts and definitions

  • Utility and warranty
  • Assets, resources and capabilities
  • Service portfolio
  • Service catalogue (both two-view and three-view types)
  • Governance
  • Business case
  • Risk management
  • Service provider
  • Supplier
  • Service level agreement (SLA)
  • Operational level agreement (OLA)
  • Underpinning contract
  • Service design package
  • Availability
  • Service knowledge management system (SKMS)
  • Configuration item (CI)
  • Configuration management system
  • Definitive media library (DML)
  • Change
  • Change types (standard, emergency and normal)
  • Event
  • Alert
  • Incident
  • Impact, urgency and priority
  • Service request
  • Problem
  • Workaround
  • Known error
  • Known error database (KEDB)
  • The role of communication in service operation
  • Release policy
  • Types of services
  • Change proposals
  • CSI register
  • Outcomes
  • Patterns of business activity
  • Customers and users
  • The Deming Cycle (plan, do, check, act)

Key Principles and Models

  • Service Strategy: Describe value creation through services.
  • Service Design: Understand the importance of people, processes, products and partners for service management.
  • Service Design: Understand the five major aspects of service design: Service solutions for new or changed services, Management information systems and tools, Technology architectures and management architectures, The processes required, and Measurement methods and metrics.
  • Continual Service Improvement: Explain the continual service improvement approach.
  • Continual Service Improvement: Understand the role of measurement for continual service improvement and explain the following key elements: Relationship between critical success factors (CSF) and key performance indicators (KPI), Baselines, and Types of metrics (technology metrics, process metrics, service metrics).

Processes

  • Service Strategy: State the purpose, objectives and scope for: Service portfolio management (The service portfolio), Financial management for IT services (Business case), and Business relationship management.
  • Service Design: Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for: Service level management (SLM) including Service-based SLA, Multi-level SLAs, Service level requirements (SLRs), SLA monitoring (SLAM) chart, Service review, Service improvement plan (SIP), and The relationship between SLM and BRM.
  • Service Design: State the purpose, objectives and scope for: Service catalogue management, Availability management (Service availability, Component availability, Reliability, Maintainability, Serviceability, Vital business functions (VBF)), Information security management (ISM) (Information security policy), Supplier management (Supplier categories), Capacity management (Capacity plan, Business capacity management, Service capacity management, Component capacity management), IT service continuit
  • Service Transition: Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for: Change management (Types of change request, Change models, Remediation planning, Change advisory board / emergency change advisory board, and Lifecycle of a normal change).
  • Service Transition: State the purpose, objectives and scope for: Release and deployment management (Four phases of release and deployment), Knowledge management (Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS), Service asset and configuration management (SACM), and Transition planning and support.
  • Service Operation: Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for: Incident management and Problem management.
  • Service Operation: State the purpose, objectives and scope for: Event management, Request fulfilment, and Access management.
  • Continual Service Improvement: State the purpose, objectives and scope for: The seven-step improvement process.

Functions

  • Explain the role, objectives and organizational structures for the service desk function.
  • State the role and objectives of: The technical management function, The application management function with application development, and The IT operations management function (IT operations control and facilities management).

Roles

  • Account for the role and the responsibilities of the Process owner, Process manager, Process practitioner, and Service owner.
  • Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure.

Technology and Architecture

  • Understand how service automation assists with expediting service management processes

We offer several optional training products to enhance your learning experience. If you are planning to use our training course in preperation for an official exam then whe highly recommend using these optional training products to ensure an optimal learning experience. Sometimes there is only a practice exam or/and practice lab available.

Optional practice exam (trial exam)

To supplement this training course you may add a special practice exam. This practice exam comprises a number of trial exams which are very similar to the real exam, both in terms of form and content. This is the ultimate way to test whether you are ready for the exam. 

Optional practice lab

To supplement this training course you may add a special practice lab. You perform the tasks on real hardware and/or software applicable to your Lab. The labs are fully hosted in our cloud. The only thing you need to use our practice labs is a web browser. In the LiveLab environment you will find exercises which you can start immediatelyThe lab enviromentconsist of complete networks containing for example, clients, servers,etc. This is the ultimate way to gain extensive hands-on experience. 

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