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The information about the key elements, terminology, and concepts is what covered by ITIL V3 Foundation. This certification level is the perfect starting point for those IT specialists who want to know the core principles of the ITIL practices for service management.

It is intended for the individuals who want to gain a basic understanding of the ITIL framework and learn how to use it to enhance the quality of the IT service management within an organization. Also, the IT professionals who are working for the company that adopted the ITIL approach and going to use it can go for this path as well. Usually, the business process owners, business managers, and IT professionals are the ideal applicants who opt for this option.

The certification path has only one exam for taking, which can also be known as ITIL ITILFND. There are no specific requirements that the potential candidates should meet before going for it, but they have to understand that thorough preparation defines the result of their test. Other exams or certificates are not required.

Exam Details

The exam that you need to pass contains 40 questions of the multiple-choice type and you will be given 1 hour to clear all of them. To obtain the ITIL V3 Foundation certificate, the potential candidates should earn at least 65% of the whole score. This means that you need to answer about 26 questions correctly. Please also note that the registration process for the test will cost you $150.

To prepare for the test and be able to earn a high score, you can use the ITIL Foundation Handbook. It is a quick-reference revision guide, which is designed to help the learners prepare for their foundation-level exam. Besides that, it is a good key reference aid for the managers, consultants, practitioners, and vendors. The book contains the information about each component of the lifecycle, including service design, service strategy, service operation, continual service improvement, and service transition. To increase your chances for success, you can also enroll for one of the training courses offered by the official training providers.

Exam Topics

There are several units in the exam content that cover certain topics. It is important to learn them and understand the ideas covered in them. Thus, all in all, the domains that an individual should learn include the following:

  • Service Management as a Practice

    In this section, you will learn the concept of a service and the concept of service management as a practice. This means that you should also have an understanding of best practices in the public domain, processes and functions, as well as characteristics of processes and process model. Besides that, you need to understand the concepts of the service, internal & external customers, internal & external services, service management, IT service management, as well as the concept of stakeholders in service management.

  • The ITIL Service Lifecycle

    Here your understanding of the value of the ITIL service lifecycle will be evaluated. Also, the individuals should know about the objectives, business value, and scope for each phase in the lifecycle. Their knowledge base should also include an understanding of the structure of the ITIL service lifecycle, value that the service strategy provides to the business, as well as purpose, objectives, and scope of service operation, strategy, and design.

  • Generic Concepts & Definitions

    The purpose of this area is to help the candidates learn the key terminology and key concepts of service management. This means that they need to have an understanding of utility & warranty, service portfolio, business case, risk management, service-level & operational-level agreement, types of services, underpinning contract, CSI register, as well as other concepts and terminology.

  • Key Principles & Models

    The questions from this topic will include the information about the key principles and models of service management. The potential applicants must be able to understand the importance of processes, people, partners, and products for service management. They should also know about the value creation through services, five major aspects of service design, as well as the relationship between the critical success factors and key performance indicators. Your knowledge of management information systems & tools, measurement methods & metrics, as well as continual service improvement is also vital for this part of the exam.

  • Selected Processes

    As for this module, you are required to learn about the service management processes and how they contribute to the ITIL service lifecycle. Besides that, the interested individuals need to have some understanding of the objectives, purpose, basic concepts, scope, interfaces, and activities for four of the core processes. To be able to answer the questions, you need to explain the scope, purpose, basic concepts, objectives, interfaces, and process activities for the service-level management. This topic also includes the details of the Multi-level SLAs, Service-based SLA, Service improvement plan, Reliability, as well as Business capacity, Service capacity, Component capacity, and IT service continuity management.

  • Selected Functions

    In this part of the exam, the details of the organizational structures, role, and objectives of the service desk function are covered. It also contains the information about the technical management function, application management function with application development, and IT operations management function.

  • Selected Roles

    The next domain is all about the responsibilities of some of the key roles in service management. The learners should be able to account for the responsibilities and the role of a Process Manager, a Process Owner, a Service Owner, and a Process Practitioner. Moreover, you are required to recognize the RACI responsibility model as well as explain its role in the determining organizational structure.

  • Technology & Architecture

    This objective covers the details of how the service automation assists in the expediting service management processes.

  • Competence & Training

    For the last section, the students should have the competence and skills in the service management and framework. Please note that this unit is not examinable, but you need to know the information it covers.

Further Career Path

Getting the ITIL certification is the result that you want to achieve as it will help you greatly enhance your career. Having this certificate on your resume can lead you to the positions, such as a Computer Technician, a Sr. Process Architect, a Release Coordinator, a Support Technician, a Service Desk Administrator, a Service Delivery Manager, and more. Besides that, you will be able to earn a better salary, which ranges from $52,000 to $148,000 per year.

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