ITSM exam paper

ITSM exam paper material can be very hard to find! What is very typical is that the sample ITSM exam papers can be purchased from ISEB and EXIN. What I will do however, is give you a summary of the process material that should be studied here for Managers certificate level as a bare minimum.


Generally for all processes look at objectives, scope, relationships and interfaces between the topics; terms of reference for feasibility studies; planning, management and implementation procedures; dependencies, staffing aspects an timing; post-implementation and audit procedures; benefits, costs and common problem areas; software tools; reporting for management control; mission statements; management metrics and key performance indicators; service sourcing issues. The role of the customer, and process improvement.

ITSM exam paper study – Configuration Management

Configuration Items and their relationships; planning control, levels, variants, models, versions and copies; naming conventions; baselines. Building, implementing and managing a configuration management database; using it to manage problems and changes. Configuration audits. The Definitive Software Library (DSL), Definitive Hardware Store (DHS) and Software License Management. Change & Configuration Management (C&CM) Plan.

ITSM exam paper study – Service Desk

The Service Desk Function and role. Interface between IT and users. Business Process Support. Local, central and virtual Service Desks. Reporting IT Service Quality, Structuring the Service Desk. Service Desk Education and Training. Use of knowledge bases. Outsourcing the Service Desk.

ITSM exam paper study – Incident Management

The Incident Management Process. First line incident support. Business Application Support. Designing the incident management process. Coding systems and use of scripts. Incident record content. Escalation.

ITSM exam paper study – Problem Management

Incidents, problems and known errors. Problem control and prevention; error control procedures. Coding systems for problem/error categorization impact, urgency and priority. Proactive Problem Management , Problem solving techniques.

ITSM exam paper study – Change Management

Organization of the Change Management function; role of the Change Advisory Board. Procedures for handling requests for change; priority levels and handling urgent changes; change authorization. Scheduling, testing, back-out plans and implementation of changes. Interface with project management. Change & Configuration Management (C&CM) Plan, Change Models.

ITSM exam paper study – Release Management

Storage and protection of management-authorized software in both centralized and distributed systems. The Definitive Software Library. Release of software and/or hardware into the live environment. Distribution of software. Implementation (bringing into service) of software and/or hardware. Client-server and Internet issues.

ITSM exam paper study - Service Level Management

Planning, negotiating and managing Service Level Requirements and Agreements; structure and content of typical Service Level Agreements; key service items. The SLM process; monitoring, reporting & reviewing. Service Targets. Underpinning contracts and OLA’s. Service Improvement Programs (SIP’s)

ITSM exam paper study – Capacity Management

Business Capacity Management, Service Capacity Management, Resource Management. Modeling and simulation; building a capacity management database; demand management, application sizing, Capacity Planning.

ITSM exam paper study – IT Service Continuity Management

Loss of IT service. Risk analysis and management. IT recovery options: Creating an ITSCM plan; implementing and testing the plan. Links to Business Continuity Plans. Return to normal

ITSM exam paper study – Financial Management for IT Services

Budgeting, IT Accounting & Charging. Building Cost Models. The importance of money as a management metric. Investment appraisal. Charging policy & pricing methods.

ITSM exam paper study – Availability Management

Planning and maintaining IT services. Recovery of failed systems. Ensuring that the availability and reliability of IT services to customers is in accordance with Service Level Agreements. Availability plans. Vital Business Functions (VBF). Methods & Techniques. Security.

Although this list is a fair guide it is safe to say that you need to have a strong understanding of all material in the Service Delivery, Service Support and Security Management books!

Want to find out more about ITIL®:


{ 1 comment… read it below or add one }

Tharnuraikun Achara March 22, 2010 at 3:12 am

need more about ITIL exam

Leave a Comment