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ITILFIND03: Generic Concepts and Definitions – this topic requires that the students demonstrate an understanding of some key terminologies and describe the major concepts of service management. They should be able to describe the following major ideas:

• • Utility and warranty, assets, capabilities, and resources, as well as service portfolio and service catalog;• Governance, business case, risk management, service provider, and supplier;• Service-level and operational-level agreement as well as underpinning contract;• Service knowledge management system, availability, and service design package;• Configuration management system and configuration item;• Definitive media library, change and change types, event, alert, as well as incident;• Impact, urgency, priority, and service request;• Problem, workaround, known error, along with a known error database;• Role of communication within service operation, release policy, and types of services;• Change proposals, CSI register, outcomes, and a pattern of business activities;• Customers, users, as well as a deming cycle.

ITIL v3 Foundation: Exam features

The closed-book certification test contains 40 multiple-choice questions. You need to deal with all of them within 1 hour and get more than 65% of the correct answers. This is about 26 marks out of 40 possible. To be able to answer all the questions, you need to master the main topics.

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