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ITIL v3 Foundation ‐ Study Notes
*********
Read Me
Hi there,
If you’re reading this, you’ve stumbled upon the best study notes you’ll find for ITIL v3. I
wrote these notes, and by studying from them, I scored 90% (I got 4 wrong out of 40 on
the exam). Still not convinced that these notes are awesome!?
Here’s how to use the notes:
1.
Order in which you should review the study materials:
a.
Exam Tips
b.
Overview (a mapping of the Processes/Sub‐processes/Functions)
c.
Module 1
d.
Module 2
e.
Module 3 – SS (Service Strategy)
f.
Module 3 – ST (Service Transition)
g.
Module 3 – SD (Service Design)
h.
Module 3 – SO (Service Operation)
i.
Module 3 – CSI (Continual Service Improvement)
j.
Overview (a mapping of the Processes/Sub‐processes/Functions)
2.
The first page of every note contains a list of constructs (processes / functions /
etc.) that may be tested on. If you can go through the first page of every
document and answer/define/understand the constructs without looking at the
answers listed on the subsequent pages, you’re ready to move onto the next
document.
3.
While these notes are close to a complete study guide, keep in mind that getting
answers wrong on the practice tests is an invaluable exercise which will help you
determine the constructs you still need to figure out. For example, I thought I
knew what a “workaround” was, but I had to get it wrong on the practice exam
to figure out I needed to understand/memorize ITIL’s definition.
Best of luck! And hey, if you need help, don’t hesitate to contact us (
info@bwyze.com
)
regardless of whether you’re taking the course through us. We’ll help!
Your study partner,
B Wyze Solutions
(a preferred MindMuze Education Partner)
www.bwyze.mindmuze.com
for more details
ITIL v3 Foundation ‐ Study Notes
*********
Exam Tips
Hi there,
If you’re reading this, then you’re going to take the ITIL v3 Foundation Exam soon. Here
are some key points to keep in mind:
1.
Memorize your definitions. The questions on the exam will provide 2 out of 4
answers that make sense and are very similar when referring to a term, and so if you
don’t have the term memorized, you’ll be stuck. Trust us; 15 questions on the exam
will be just like this.
2.
Understanding the interrelationships, jurisdictions, and subtle differences between
the terms, processes, sub‐processes & functions is just as important as
understanding the constructs themselves. For example:
Ö
What is the difference between Availability & Capacity Management?
Ö
How does Operational Control differ from Technical Management?
Ö
What is the difference between a workaround and a resolution in the
context of Incident Management?
Ö
What’s in the Service Catalogue compared to the Service Pipeline compared
to the Service Portfolio?
Ö
What’s a Rollout compared to a Deployment?
Ö
Any of the roles! What does an Asset Manager do compared to a
Configuration Manager? Service Owner vs. Process Owner?
Ö
Event vs. Alert vs. Incident?
3.
When memorizing definitions, you can get stuck in the weeds. Knowing the overall
structure of ITIL v3 will help you organize the information in your mind and help
resolve jurisdiction questions (i.e. who does what?). So create an outline like this
(we’ve started it off for you):
Ö
Service Strategy
1.1.
Service Portfolio
2.1.
Demand Management
3.1.
Financial Management
Ö
Service Design
1.1.
Change Management
2.1.
etc.
Best of luck! And hey, if you need help, don’t hesitate to contact us (
info@bwyze.com
)
regardless of whether you’re taking the course through us. We’ll help!
Your study partner,
B Wyze Solutions
(a preferred MindMuze Education Partner)
www.bwyze.mindmuze.com
for more details
ITIL v3 ‐ Overview
1.
Service Strategy
1.1.
Service Portfolio
1.2.
Demand Management
1.3.
Financial Management
2.
Service Design
2.1.
Service Catalogue Management
2.2.
Service Level Management
2.3.
Availability Management
2.4.
Capacity Management
2.5.
IT Service Continuity Management
2.6.
Supplier Management
3.
Service Transition
3.1.
Change Management
3.2.
Release & Deployment Management
3.3.
Service Asset & Configuration Management
4.
Service Operation
4.1.
Functions
Service Desk
Technical Management
Application Management
IT Operations
4.2.
Processes
Event Management
Incident Management
Request Fulfillment
Access Management
Problem Management
5.
CSI
Your study partner,
B Wyze Solutions
(a preferred MindMuze Education Partner)
www.bwyze.mindmuze.com
for more details
Module 1: Introducing ITIL v3
Overview & Objectives
1.
Module 1 ‐ Introducing ITIL
1.1.
ITSM – def
1.2.
ITIL
Provides (3)
Doesn’t include (1)
Objectives (3)
1.3.
Best v. Good Practice
1.4.
Service Mgmt vision
Vision means
Purpose of vision statement
1.5.
ITIL Core lifecycle (5)
1.6.
Resources vs. capabilities
1.7.
Functions v. Process
1.8.
Process Owner v. Service Owner
1.9.
Authority Matrix
How it helps
RACI model
1.10.
Technology tools (5)
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