Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this certification.

 Target group

The target group of the ITIL® Foundation certificate in IT Service Management is drawn from:

• Individuals who require a basic understanding of the ITIL® framework and how it may be used to enhance the quality of IT service management within an organisation. 
• IT professionals that are working within an organisation that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme. This may include but is not limited to, IT professionals, business managers and business process owners.

 Context

Exam candidates who have completed their ITIL® V3 Foundation exam can continue into EXIN’s broad IT Service Management certification program.

 The exam requirements are developed by APMG. EXIN is not responsible for these requirements:

• Service Management as a practice: Candidates need to be able to define Service and to comprehend and explain the concept of Service Management as a practice. 
• The Service Lifecycle: Candidates need to understand the Service Lifecycle and explain the objectives and business value for each phase in the lifecycle. 
• Generic concepts and definitions: Candidates need to comprehend and articulate some of the key terminology and explain the key concepts of Service Management. Key Principles and Models: Candidates need to comprehend and account for the key principles and models of Service Management and to balance some of the opposing forces within Service Management. 
• Processes: Candidates need to understand how the Service Management processes contribute to the Service Lifecycle, to explain the high level objectives, scope, basic concepts, activities, key metrics (KPI’s), roles and challenges for five of the core processes and to state the objectives, some of the basic concepts and roles for fifteen of the remaining processes. 
• Functions: Candidates need to be able to explain the role, objectives, organizational structures, staffing and metrics of the Service Desk function and to state the role, objectives and overlap of three other functions. Roles: Candidates need to account for the role and, be aware of the responsibilities of some of the key roles in Service Management and recognize a number of the remaining roles described in other Learning Units. 
• Technology & Architecture: The candidate needs to list some generic requirements for an integrated set of Service Management Technology and understand how Service Automation assists with integrating Service Management processes 
• ITIL® Qualification scheme: Candidates should understand the ITIL® Qualification scheme, distinguish between the purposes of the two intermediate streams, mention the included certificates and diplomas, and understand the different options for further training. This however is not examinable. 
• Mock exam: The mock exam is intended to help candidates pass their ITIL® V3 Foundation exam. It is therefore highly recommended that candidates sit the mock examination.

 Exam Period 60 minutes.

 Exam Format Computer-based multiple choice.

 Exam Details:

Number of questions: 40
Pass mark: 65% (26 or more questions out of 40 questions correctly answered)
Open book: no
 

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