ITIL Essentials –
Frequently Asked Questions
Below are some of the more frequent questions we receive regarding ITIL Essentials.
- What is ITIL?
- What is the exam format?
- What is the required pass mark?
- How much extra work do I need to do?
- When is the exam?
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ITIL (Information Technology Infrastructure Library) is a best practice IT Service Management process framework initially developed by the Office of Government Commerce (OGC) within the UK government. Subsequently it has been developed in collaboration with leading industry experts, consultants, and practitioners over the last 15 years. Since its launch, ITIL has been widely accepted throughout the world as the de facto standard for best practice in IT Service Management. Joining the ITIL club, admits an organisation to a consistent and comprehensive approach to service management ranging from software products to consultancy, training and qualifications. The common approach brings with it a common language of ITIL terms, which permits easier understanding of suppliers and products.
Whilst there are many volumes in the ITIL library the core consists of the Service Support and Service Delivery sets. These sets describe the operational and tactical processes that should be in place for an IT organisation to deliver consistent high quality services. The Service Support set describes one function and five work processes: Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, and Release Management. The Service Delivery set describes six work processes: Service Level Management, Financial Management, Availability Management, Capacity Management, IT Service Continuity Management, and Security Management.
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The ITIL Essentials Foundation Certificate Exam comprises 40 multiple choice questions to be completed in 1-hour.
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3. What is the requires pass mark and percentage for the exam?
You must score 26 out of 40 correctly (65%) to pass the ITIL Essentials Foundation Exam.
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4. How much extra work do I need to do at home?
An hour of reading each night of the course is recommended as home study.
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5. When during the course is the exam held?
The exam is held on the morning of the last day of the course.
