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Table of Contents
Chapter 1 The ITIL Qualification Scheme
	1.1	About ITIL
	1.2	The ITIL Qualification Scheme
		1.2.1	Foundation Level
		1.2.2	Intermediate Level
		1.2.3	ITIL Expert
		1.2.4	ITIL Master
	1.3	Examination Institutes
		1.3.1	APMG
		1.3.2	DANSK IT
		1.3.3	DF Certifiering AB
		1.3.4	EXIN
		1.3.5	ISEB
		1.3.6	LCS
	1.4	Accredited Training Organizations
	1.5	About this Study Guide
Chapter 2 Introduction
	2.1	Definition of Service Management
	2.2	Service Management Technology
	2.3	Overview of the Service Lifecycle
	2.4	ITIL Library
	2.5	Introduction to Functions and Processes
	2.6	Sample Questions
Chapter 3 Service Strategy
	3.1	Lifecycle Phase
		3.1.1	Introduction
		3.1.2	Basic concepts
		3.1.3	Processes and other activities
		3.1.4	Organization
		3.1.5	Methods, techniques and tools
		3.1.6	Implementation and operation
	3.2	Functions and Processes
		3.2.1	Financial Management
		3.2.2	Service Portfolio Management
		3.2.3	Demand Management
	3.3	Sample Questions
Chapter 4 Service Design
	4.1	Lifecycle Phase
		4.1.1	Introduction
		4.1.2	Basic concepts
		4.1.3	Processes and other activities
		4.1.4	Organization
		4.1.5	Methods, techniques and tools
		4.1.6	Implementation and operation
	4.2	Functions and Processes
		4.2.1	Service Catalogue Management
		4.2.2	Service Level Management
		4.2.3	Capacity Management
		4.2.4	Availability Management
		4.2.5	IT Service Continuity Management
		4.2.6	Information Security Management
		4.2.7	Supplier Management
	4.3	Sample Questions
Chapter 5 Service Transition
	5.1	Lifecycle Phase
		5.1.1	Introduction
		5.1.2	Basic concepts
		5.1.3	Processes and other activities
		5.1.4	Organization
		5.1.5	Methods, techniques and tools
		5.1.6	Implementation and operation
	5.2	Functions and Processes
		5.2.1	Transition Planning and Support
		5.2.2	Change Management
		5.2.3	Service Asset and Configuration Management
		5.2.4	Release and Deployment Management
		5.2.5	Service Validation and Testing
		5.2.6 Evaluation
		5.2.7	Knowledge Management
	5.3	Sample Questions
Chapter 6 Service Operation
	6.1	Lifecycle Phase
		6.1.1	Introduction
		6.1.2	Basic concepts
		6.1.3	Processes and other activities
		6.1.4	Organization
		6.1.5	Methods, techniques and tools
		6.1.6	Implementation and operation
	6.2	Functions and Processes
		6.2.1	Event Management
		6.2.2	Incident Management
		6.2.3	Request Fulfillment
		6.2.4	Problem Management
		6.2.5	Access Management
		6.2.6	Monitoring and Control
		6.2.7	IT Operations
	6.3	Sample Questions
Chapter 7 Continual Service Improvement (CSI)
	7.1	Lifecycle Phase
		7.1.1	Introduction
		7.1.2	Basic concepts
		7.1.3	Processes and other activities
		7.1.4	Organization
		7.1.5	Methods, techniques and tools
		7.1.6	Implementation and operation
	7.2	Functions and Processes
		7.2.1	CSI Improvement Process
		7.2.2	Service Reporting
	7.3	Sample Questions
Chapter 8 ITIL Foundation Exam
	8.1	Prerequisites
	8.2	Format
	8.3	Exam Preparations
		8.3.1	Preparation for the exam
		8.3.2	Preparation for the day of the exam
		8.3.3	Hints and tips during the exam
	8.4	Sample Questions
	2.6	Answers
		3.3	Answers
		4.3	Answers
		5.3	Answers
		6.3	Answers
		7.3	Answers
		8.4	Sample answers
Cross-reference to exam requirements
Document Text Contents
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Page 2

ITIL® V3 Foundation Exam - The Study Guide

Page 122

ItIl® fOundatIOn exam - the study guIde 111

Inputs and outputs
• service requests
• Request for Change
• service portfolio
• security policies

• a fulfilled service request

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ItIl® fOundatIOn exam - the study guIde112

6.2.4 Problem Management

A problem is defined as: “the unknown cause of one or more incidents.”

Problem management is responsible for the control of the lifecycle of all problems.
The primary objective of problem management is to prevent problems and incidents,
eliminate repeating incidents, and minimize the impact of incidents that cannot be

Basic concepts
A root cause of an incident is the fault in the service component that made the incident

A workaround is a way of reducing or eliminating the impact of an incident or problem
for which a full resolution is not yet available.

A known error is a problem that has a documented root cause and a workaround.

In addition to creating a Known Error Database (KEDB) for faster diagnosis, the
creation of a problem model for the handling of future problems may be useful. This
standard model supports the steps that need to be taken, the responsibilities of people
involved and the necessary timescales.

Problem management (Figure 6.3) consists of two important processes:
• Reactive problem management - Analyzing and resolving the causes of incidents.

Reactive problem management is performed by Service Operation.
• Proactive problem management - Activities to detect and prevent future problems/

incidents. Proactive problem management includes the identification of trends or
potential weaknesses. It is initiated by Service Operation, but usually driven by CSI
(see also Chapter 7).

Inputs and outputs
• problem records
• incident details
• configuration details from the configuration management database
• supplier details about the products used in the infrastructure

Page 244

ISO/IEC 20000
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Page 245

Other leading ITSM
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Contact your local chapter for ITSM Library titles …please see for details.

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