ITIL Foundation Key Practices Examined in Detail Syllabus

Key Practices Examined in Detail syllabus: all 5 chapters

Expand any chapter to see its topics and sub-topics.

1. 1

   General Management Practices in Detail

   4 topics

   • Continual improvement practice
     • Purpose and activities of the practice
     • Methods, the CIR and improvement culture
   • Information security management (purpose)
     • Protecting information across CIA
   • Relationship management (purpose)
     • Establishing and nurturing stakeholder links
   • Supplier management (purpose)
     • Ensuring suppliers and their performance meet needs
2. 2

   The Service Desk Practice

   3 topics

   • Purpose of the service desk
     • Single point of contact between provider and users
   • Key principles of the service desk
     • Empathy, communication and user experience
     • Centralised and virtual service desk models
   • Channels and technology supporting the desk
     • Phone, portals, chat, self-service and automation
3. 3

   Incident and Problem Management

   3 topics

   • Incident management practice
     • Purpose: restoring normal service as quickly as possible
     • Prioritisation, escalation and major incidents
     • Swarming and collaboration techniques
   • Problem management practice
     • Purpose: reducing likelihood and impact of incidents
     • Problem identification, control and error control
     • Known errors and workarounds
   • Relationship between incidents and problems
     • Distinguishing root cause from symptom restoration
4. 4

   Service Request and Change Management

   3 topics

   • Service request management practice
     • Purpose: handling predefined user-initiated requests
     • Standardisation, fulfilment and approval policies
   • Change enablement practice
     • Purpose: maximising successful changes while managing risk
     • Standard, normal and emergency change types
     • The change authority and change schedule
   • Balancing speed and risk in changes
     • Assessment, authorisation and the change schedule
5. 5

   Service Level Management

   3 topics

   • Purpose of service level management
     • Setting clear targets and monitoring service performance
   • Service level agreements (SLAs)
     • Characteristics of effective SLAs
     • The watermelon SLA effect
   • Metrics, measurement and engagement
     • Customer-focused outcome metrics
     • Operational and business reporting

ITIL Foundation Key Practices Examined in Detail flashcards — 50 questions with answers

1. What is the purpose of the continual improvement practice in ITIL 4?

   To align an organisation's practices and services with changing business needs through ongoing identification and improvement of services, components, and anything involved in the management of products and services.

2. What are the steps of the ITIL continual improvement model (in order)?

   1) What is the vision? 2) Where are we now? 3) Where do we want to be? 4) How do we get there? 5) Take action 6) Did we get there? 7) How do we keep the momentum going?

3. In continual improvement, what is the role of the 'continual improvement register' (CIR)?

   A structured database or document used to track and manage improvement ideas from identification through to action, capturing, assessing and prioritising improvement opportunities.

4. Whose responsibility is continual improvement in ITIL 4?

   Everyone's. It is the responsibility of every person in the organisation, though a dedicated team may coordinate and promote the practice.

5. What is the purpose of the information security management practice?

   To protect the information needed by the organisation to conduct its business, including managing the risks to the confidentiality, integrity and availability of information, as well as authentication and non-repudiation.

6. Name the key elements protected by information security management (the CIA triad plus two).

   Confidentiality, Integrity and Availability (CIA), plus Authentication (verifying identity) and Non-repudiation (ensuring an action cannot later be denied).

7. In information security management, what is the difference between confidentiality and integrity?

   Confidentiality means information is observed or disclosed only to those who have a right to know; integrity means information is complete, accurate, and protected against unauthorised modification.

8. What balance must information security management maintain?

   A balance between prevention (stopping incidents), detection (spotting incidents quickly) and correction (recovering from incidents), and between protecting the organisation and allowing it to remain effective and accessible.

9. What is the purpose of the relationship management practice?

   To establish and nurture the links between the organisation and its stakeholders at strategic and tactical levels, including identification, analysis, monitoring and continual improvement of relationships.

10. What outcomes does effective relationship management aim to deliver?

    Stakeholders' needs prioritised and balanced, conflicting requirements mediated, customer satisfaction high, and a constructive relationship between the organisation and stakeholders established and maintained.

11. What is the purpose of the supplier management practice?

    To ensure that the organisation's suppliers and their performance are managed appropriately to support the seamless provision of quality products and services.

12. What are common supplier relationship types/activities managed by supplier management?

    Creating a single point of visibility and control, building close relationships, managing risks, governing contracts, negotiating and agreeing terms, and managing performance against agreements.

13. In supplier management, what is the difference between insourcing, outsourcing and a partnership/co-source arrangement?

    Insourcing uses internal resources; outsourcing uses an external third party to provide products/services; partnership/co-sourcing combines internal and external resources working together to achieve shared goals.

14. What is the purpose of the service desk practice?

    To capture demand for incident resolution and service requests; it is the entry point and single point of contact for the service provider with all of its users.

15. What is a key principle of the service desk regarding its value?

    The service desk has a major influence on user experience and how the service provider is perceived; its real value is in providing a clear path for users and supporting the people and business, not just fixing technical issues.

16. What does it mean that the service desk should be the 'single point of contact'?

    All user demand (incidents and service requests) is captured and coordinated through one consistent point, giving users a clear, consistent path and the provider a single view of demand.

17. What practical and empathetic skills does a modern service desk require?

    Excellent customer service skills such as empathy, incident analysis and prioritisation, effective communication, emotional intelligence, and the ability to fully understand a business issue in the user's terms.

18. Why might service desk staff increasingly not need deep technical skills for every interaction?

    Because automation, self-service, AI/chatbots and increased centralisation handle routine work, allowing the desk to focus on excellent customer experience and coordinating support across teams.

19. What are the main channels and technologies that support the modern service desk?

    Phone calls, service portals and mobile apps, live chat and chatbots, email, walk-in/physical desks, plus supporting technology such as intelligent telephony, knowledge bases, AI/machine learning, workflow systems and remote access tools.

20. What is the difference between a centralised, local (distributed), and virtual service desk?

    Centralised: a single desk location serving the whole organisation; Local/distributed: physical desks near user locations; Virtual: staff in multiple/remote locations appearing as one desk through technology.

ITIL Foundation Key Practices Examined in Detail FAQ