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ITIL® 2011 FOUNDATION STUDY
NOTES
Pass your ITIL exam with these comprehensive 2011
Foundation study notes and exam tips!

Ver 5
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1
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NET/theitilexam

Contents
Read Me
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4
Core Lifecycle Stages Flow
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6
Outline
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6
General Terms and Definitions Matrix
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11
Outline Core Lifecycle Stages
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12
Service Strategy
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14
Service Transition
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17
Continual Service Improvement
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18
Exam Recap Summary
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22
Service Strategy
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22

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Our students have
had great success with our online course using these notes
...
Exam Tips
b
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Module 1
d
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Module 3 – SS (Service Strategy)
f
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Module 5 – ST (Service Transition)
h
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Module 7 – CSI (Continual Service Improvement)

j
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The first page of every note contains a list of constructs (processes / functions / etc
...
If you can go through the first page of every document and answer/define/understand the constructs
without looking at the answers, you’re ready to move onto the next document
...
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
decipher
...

Best of luck! And hey, if you need help, don’t hesitate to contact us (info@thoughtrock
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We’ll help!
Your study partner, Thought Rock
Visit www
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ITIL 2011 Foundation ‐ Study Notes

Quick Exam Tips
Prepping for the ITIL 2011 Foundation Exam? Here are some key points to keep in mind:
1
...
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
...

2
...
For example:


What is the difference between Availability & Capacity Management?



How does Operational Control differ from Technical Management?



What is the difference between a workaround and a resolution in the context of Incident
Management?



What’s in the Service Catalogue compared to the Service Pipeline compared to the Service Portfolio?



What’s a Rollout compared to a Deployment?



Any of the roles! What does an Asset Manager do compared to a Configuration Manager? Service
Owner vs
...
Alert vs
...
When memorizing definitions, you can get stuck in the weeds
...
e
...
So create an outline like this (we’ve started it off for you):

Service Strategy
1
...
Service Portfolio
3
...
Financial Management
Service Design
1
...
Change Management
2
...
Etc
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Core Lifecycle Stages Flow

ITIL® 2011 Foundation Overview
1
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1 Service Portfolio Management
1
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3 Financial Management for IT Services

2
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0 Design Coordination
2
...
2 Service Level Management
2
...
4 Capacity Management
2
...
6 Supplier Management

3
...
0 Transition Planning and Support
3
...
2 Release & Deployment Management
3
...
4 Knowledge Management

4
...
2
Processes

v
v
v
v
v

Event Management
Incident Management
Request Fulfillment
Access Management
Problem Management

4
...
Continuous
Service
Improvement

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5
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Module 1: Introducing ITIL 2011
Outline
1
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1 ITSM –Defined

Provides (3)

Doesn’t Include

Objectives
1
...
3 Best Practice
1
...
5 Functions vs
...
6 Authority Matrix

How it helps

RACI model
1
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8 Process Owner vs
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9 Process manager vs
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10 Technology Tools
1
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Each module has objectives, activities, and a quiz
...
Take a minute to read the objectives for this module
...

Define functions, processes, and roles within ITSM
...


Objectives
Identify the primary activities of processes
...


Distinuish between the five ITIL lifecycle stages
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General Terms and Definitions Matrix
Term
ITSM

Definition/Point
A process-centered approach to delivery IT services that meets
business needs according to performance targets
...
Sources include:




How ITIL can help add value

Understanding IT service needs
Improving quality service provisioning
Providing cost justifiable service quality
Identifying roles/responsibilities
Using KB approach
Identifying KPI’s



Public frameworks
Standards
Proprietary knowledge of organizations and individuals
Documenting, negotiating, & solidifying customer/business
targets

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Service Strategy – strategic approach to ITSM
II
...
Service Transition – develops/improves capabilities for
new/changing IT services into ops; focuses on moving from
objective to how to achieve it
IV
...
CSI - provide structure stability strength to service mgmt
capabilities with principles methods & tools



Function, Roles, Processes


Function – units carrying out things; contain on BOK; provide
structure
Roles – staff involved in process/service delivery; key roles are
Process Owner vs
...

Primary characteristics of processes:
ITIL Processes







Measurable
Specific results
Stakeholders
Specific events
Inputs activities output

Clarifies activities to do:

Authority Matrix






Responsibility – execution of process/activities
Accountable – ownership of quality/end result
Consulted – involvement through input of knowledge
Informed – receiving info
...

Accountability must remain with 1 person for all activities in a
process
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Term

Definition/Point



Customers and stakeholders




Internal Customers work at same business as Service Provider
External Customers work at different business from Service
Provider
Internal Stakeholders are internal to the Service Provider
External Stakeholders are external to the Service Provider,
such as Users, Customers, and Suppliers

Process Owner role:
Process vs
...


Service Owner role:

Process Manager/Practitioner

Technology tools






Single point of contact (SPOC)
Ensuring delivery meets requirements
Identifies opportunities for improvement
Works with other owners



Process Manager accountable for the operational
management of a process
Process Practitioner responsible for carrying out one or more
process activities








Workflow
KB
Testing
BI
Discovery

Actions required before selecting tools

Service







Means of giving value by allowing outcomes sans ownership
Enable – provides employee with computer; enables to work
By enabling them to work, software and network access are
embedded
Internal Services are delivered within the same organization
External Services are delivered to external customers

Three Types of Services:


Core Service is primary outcome

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Module 2: Overview Core Lifecycle Stages
Outline Core Lifecycle Stages
Service Strategy
1
...

3
...

5
...

7
...


Purpose
Objectives
Scope
Value to Business
Two Levels of activity for ITSM
Three Questions
Resources vs
...
Warranty [review] + how relevant in transition, operation, CSI

Service Design
1
...

3
...

5
...

7
...

9
...

2
...

4
...

6
...


Purpose + feature
Objectives
Scope
Value to Business
Org level vs
...

2
...

4
...


Purpose
Objectives
Scope
Value to Business
Four main functions

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2
...

4
...

6
...

8
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Overview &
Objectives

Explain how ITIL best practices can be helpful in resolving an incident by
listening in on a mock ITIL class
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Capabilities turn resources into goods/services
...
capabilities +



How they fit in Lifecycle






Service Strategy manages consumption of resources and
capabilities by service
...

Service Transition tests against resources and capabilities
...

CSI measure/assesses both resources and capabilities
...
It must perform within stated
parameters:

Three Value Areas





Both Utility & Warranty are tested/validated in transition
Utility & Warranty delivered in Operations
CSI measures/assesses planned utility & warranty vs
...






Customer Preferences
Customer Perceptions
Business Outcomes

Patterns of Business Activity (PBA) - Services are designed to
enable PBAs which in turn achieve business outcomes
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Service Design
Term/ Theory

Definition/Point
Design of new/changed services for introduction to production:

Purpose





Arch
Processes
Documentation

Ensures functional/mgmt/operational requirements are
considered
...






Scope
Value to Business

Resources and Capabilities

Functional requirements
Requirements within service level agreements (SLAs)
Business benefits
Overall design constraints

Deliver quality, cost-effective services and to ensure that the
business requirements are being met consistently
...

Service Design produces designs using the allocated resources
and capabilities
...

2
...

4
...


Service Solutions
Management Systems and Tools
Technology Architectures and Management Architectures
Process required
Measurement Methods and Metrics






People
Products/Technology
Processes
Partners/Supplies



Details of all aspects of a service through all stages of lifecycle;
produced keeping in mind 5 aspects, 4 p’s, and DM options
...

All details for implementing, evaluating and maintaining service
...
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Service Transition
By the end of this lesson, you will be able to:

Identify the main goals and objectives of Service Transition
...


Term/Theory

Definition/Point




Input

Purpose
Objectives





Transitioning new/changed IT services to operation
Internal service (move from what’s required) to concept of how
it’s implemented
Organizational level: Develops capabilities and resources to allow
IT to transition to reality
Service level:
 Resources/capabilities convert DS requirements into portfolio
 Require good set of processes to implement in operations
 Provides control; allow you to speed up/slow down
Ensure that new, modified or retired services meet the
expectations of the business

Primary: delivery service vision in a relevant, timely, quality and
cost‐effective manner
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Key aspects of SDP required
by ST team

Conclusion








Applicable services packages
Service specs/models
Arch design required to deliver
Definition/design of each release
Detailed design of how service components will be assembled
Release/deployment plans

SDP completed

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Overview &
Objectives
Define the role of communication in Service Operation
...


Objectives





Support the delivery of IT Services
Monitor performance and assess IT Services
Manage the people, processes, and technology that deliver and
support IT Services

Scope






The Services Themselves
Service Management Processes
Technology
People

Value to Business

Where processes/activities are executed/delivered/assessed by
customers
...
Service Desk – Single Point of Contact (SPOC) for users when
service disruption, service requests, or some RFC’s
...
Technical Mgmt – detailed tech skills to support ongoing
operation (key role in design/testing/release/improvement of it
services)
...
Operations Control – responsibility for daily operational
activities to manage IT infrastructure; breaks down into IT ops
control & IT facilities Mgmt
...
Application Mgmt – detailed tech skills/resources to manage
apps through SDLC
...


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2
...

4
...


Purpose
Objectives
Scope
Value to Business
Address 3 things

By the end of this lesson, you will be able to:

Identify the main goals and objectives of Continuous Service Improvement
...


Explain the order of the Deming Cycle and the CSI Model
...
Outline
2
...
Key Elements of Measurements





CSF
KPI
Metrics
Measurements

Continual Service Improvement
Term/Theory
Outlines
Continual Service
Improvement
Purpose

Definition/Point
Integrate with all processes
Provides guidance in evaluating/improving the quality of services by
measuring, reporting, and
improving service
management
processes/services
...


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Review, analyze, and make recommendations on processes in each
lifecycle stage & op services
...
IT must continually
demonstrate compliance through numerous internal and independent
audits
...
These increasing pressures
coincide perfectly with the basic premise of ITIL; that IT is a service
business
...
Plan – formulate goal/theory; define how to measure success and
plan
...
Do – execute plan
...
Check – monitor outcomes vs
...

4
...


CSI Approach

Embrace vision by understanding business objective
...
Measurable targets
...
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Continual Service Improvement
on vision
...
Ensure momentum is
created to ensure it keeps on trucking
...


Exam Recap Summary
Exam Recap Service Strategy (SS):


Identify purpose, objectives, scope and value
...




Define and explain Value Composition with Utility & Warranty
...




Comprehend and briefly explain what value Service Design offers to the business
...




Discuss the five major aspects of Service Design
...


Exam Recap Service Transition (ST):


Identify the purpose, objectives, scope and value
...


Exam Recap Service Operation (SO):


Identify the purpose, objectives, scope and value
...
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


Explain the value that Service Operation provides to the business
...


Exam Recap Continual Service Improvement (CSI):





Explain the purpose, objectives, scope and value
...

Explain Governance
...


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Outline
1
...
1 Contains (4)
2
...
3 Service Pipeline
2
...
1 Purpose, objectives, and scope
3
...
1 Purpose and objectives
4
...
3 Two main cycles
4
...
The Service Catalogue is that portion of the Services
Portfolio that is currently available to IT customers, so it's a subset of it
...
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By the end of this lesson, you will be able to:

Define the concepts of Service Portfolio
...


Understand the Business Relationship Management process
...

Key questions:





Why buy services?
Why buy from us?
Pricing model?
Strengths/priorities/risks

Once go decision made and entered into Service Catalogue, Service
Design architects the services for transition
...


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• Projection of services actual/projected capabilities
...

• Includes information about: deliveries, prices, contact points,
ordering and request processes
...

• Retired Services – final stage in lifecycle of all services; repository
of offerings/lessons learned when delivering services in the past;
permanent removal of IT services or CI from production, pricing
and chargeback
...

The primary measure is customer satisfaction
...

BRM depends on several service management processes/functions

SLM compared to BRM:



The SLM process exists to ensure that agreed achievable levels of
service are provided to the customer and users
...
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Financial Management





Secure the appropriate level of funding to design, develop and
deliver services that meet the strategy of the organization
...

Maintains the balance of supply and demand between the service
provider and customers through appropriate charges / pricing
...

3 main activities




Budgeting
IT accounting
Charging

2 main cycles



Planning Cycle (annual)
Operational Cycle (monthly or quarterly)

Encapsulated within SP elements of the business case & risk
assessment
...
SD uses to create SD
...
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