Your Path to Success: How to Pass the ITIL ITIL-Foundation ITIL Foundation Certification - IT Service Management Exam

Implementing service and process improvements

Reviewing measurements and metrics

Creating a baseline

Defining measurable targets

Components

Processes

The end-to-end service

Customer satisfaction

Suppliers, manufacturers and vendors

Customers

Internal departments

The facilities management function

The value of a service

Governance

Total cost of ownership (TCO)

Key performance indicators (KPIs)

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Where are we now?

Where do we want to be?

How do we get there?

Did we get there?

Return on investment (ROI), value on investment (VOI), quality

Strategic, tactical and operational

Critical success factors (CSFs), key performance indicators (KPIs), activities

Technology, process and service

Continual service improvement

Service strategy

Service design

Service transition

Profit

Preparation

Products

Potential

People, process, partners, performance

Performance, process, products, plans

People, process, products, partners

People, products, plans, partners