ITIL Foundation ITIL Practices Overview and the Concept of Practices Syllabus

ITIL Practices Overview and the Concept of Practices syllabus — full chapter and topic list

Expand any chapter to see its topics and sub-topics. This is the whole examinable outline for ITIL Practices Overview and the Concept of Practices in ITIL Foundation, not a summary of it.

1. 1

   Understanding ITIL Practices

   3 topics

   • Definition of an ITIL management practice
     • Organisational resources for performing work or achieving an objective
   • The three categories of practices
     • General management practices
     • Service management practices
     • Technical management practices
   • How practices contribute to value chain activities
     • Practices as flexible resources, not isolated processes
2. 2

   Scope of Practices for Foundation

   3 topics

   • Practices examined at full detail
     • Seven practices requiring deeper understanding
   • Practices examined at purpose-only level
     • Eight additional practices requiring recall of purpose
   • Mapping practices to the four dimensions
     • Resources drawn from all four dimensions
3. 3

   Practices at Purpose-Recall Level

   3 topics

   • Information security management and supplier management
     • Purpose statements for each
   • IT asset management and monitoring and event management
     • Purpose statements for each
   • Release management, service configuration management and deployment management
     • Purpose statements for each

ITIL Practices Overview and the Concept of Practices flashcards for ITIL Foundation

20 of 51 cards from the ITIL Practices Overview and the Concept of Practices deck — real questions with worked answers.

1. What is the ITIL definition of a 'management practice'?

   A set of organizational resources designed for performing work or accomplishing an objective. Each practice supports multiple service value chain activities and includes resources based on the four dimensions of service management.

2. Into how many categories does ITIL 4 group its management practices, and what are they?

   Three categories: general management practices, service management practices, and technical management practices.

3. Where do ITIL 4's 'general management practices' originate from?

   They are adopted and adapted for service management from general business management domains (e.g., strategy, finance, risk, project management).

4. Where do ITIL 4's 'service management practices' originate from?

   They have been developed within the service management and ITSM industries themselves.

5. Where do ITIL 4's 'technical management practices' originate from?

   They have been adapted from technology management domains for service management purposes by expanding or shifting their focus from technology solutions to IT services.

6. How many management practices does ITIL 4 define in total?

   34 management practices: 14 general management practices, 17 service management practices, and 3 technical management practices.

7. How many general management practices are there in ITIL 4?

   14 general management practices.

8. How many service management practices are there in ITIL 4?

   17 service management practices.

9. How many technical management practices are there in ITIL 4?

   3 technical management practices: architecture management, deployment management, and infrastructure and platform management.

10. Give three examples of ITIL 4 general management practices.

    Examples include continual improvement, information security management, relationship management, supplier management, risk management, and service financial management.

11. Give three examples of ITIL 4 service management practices.

    Examples include incident management, problem management, change enablement, service desk, service level management, and service configuration management.

12. How do ITIL practices relate to the service value chain activities?

    Each practice supports multiple value chain activities, and each value chain activity draws on a combination of practices. There is no one-to-one mapping; practices are flexible resources applied as needed to convert demand into value.

13. Which practices does the value chain activity 'Plan' typically rely on most heavily?

    Strategy management, portfolio management, architecture management, and service financial management.

14. Which practices does the value chain activity 'Engage' typically rely on most heavily?

    Relationship management, supplier management, service desk, and service level management.

15. Which practices does the value chain activity 'Deliver and support' typically rely on most heavily?

    Incident management, problem management, service desk, service configuration management, and service request management.

16. For the ITIL Foundation exam, which 7 practices are examined in full detail (purpose plus key concepts)?

    Continual improvement, change enablement, incident management, problem management, service request management, service desk, and service level management.

17. For the ITIL Foundation exam, which 8 practices require knowledge of their purpose only (not full detail)?

    Information security management, relationship management, supplier management, IT asset management, monitoring and event management, release management, service configuration management, and deployment management.

18. In the ITIL Foundation syllabus, what depth of knowledge is required for service desk, incident management and problem management?

    Full detail: candidates must know the purpose and explain the key terms, concepts, and how the practice fits into the SVS (Bloom's level 2).

19. In the ITIL Foundation syllabus, what depth of knowledge is required for supplier management and IT asset management?

    Purpose-only level: candidates need to recall the purpose of the practice (Bloom's level 1), not its detailed concepts.

20. What are the four dimensions of service management that every practice must consider?

    1) Organizations and people, 2) Information and technology, 3) Partners and suppliers, and 4) Value streams and processes.

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