Passing Your ITIL Foundation 4.4 Key principles 8.

2 Scope
Exam: 2011
4.5 Processes 8.3 Business value
Contents 4.6 Sample questions 8.4 Key principles
List of figures
5 Service design 8.5 Processes
List of tables
5.1 Purpose and objectives 8.6 Sample questions
Cabinet Office foreword
5.2 Scope 9 Service management technology
Chief Examiners foreword

The Official ITIL Accreditors foreword

5.3 Business value 9.1 Use of technology

Acknowledgements 5.4 Key principles 9.2 Service automation

1 The ITIL qualification scheme 5.5 Processes 9.3 Service analytics

1.1 Levels of qualification 5.6 Sample questions 9.4 Sample questions

1.2 Qualifications bodies 6 Service transition 10 How it all fits together

1.3 The ITIL Foundation certificate in IT 6.1 Purpose and objectives 10.1 Integration across the service
service management lifecycle
6.2 Scope
1.4 About this publication 10.2 Specialization and coordination
6.3 Business value
2 Introduction to service management 10.3 Monitoring and control
6.4 Key principles
2.1 Services and service management 10.4 Continual service improvement
6.5 Processes
2.2 Processes, functions and roles 11 The examination and exam
6.6 Sample questions preparation
2.3 Best practice
7 Service operation 11.1 The examination
2.4 Sample questions
7.1 Purpose and objectives 11.2 Exam preparation
3 ITIL and the service lifecycle
7.2 Scope 12 Sample ITIL Foundation
3.1 The ITIL service management examination
practices 7.3 Business value
12.1 Instructions
3.2 Why ITIL? 7.4 Key principles
12.2 Questions
3.3 The service lifecycle 7.5 Processes
13 Answers
4 Service strategy 7.6 Functions
Further information

4.1 Purpose and objectives 7.7 Sample questions Index

4.2 Scope 8 Continual service improvement

4.3 Business value 8.1 Purpose and objectives