The Foundation ITIL (2012 onwards) exam consists of forty questions
that are multiple choices format and are extracted from the course outline, the
passing score for this exam is sixty five percent below which the candidate
will be considered fail. To make things simple for the enrolled candidate, we
have summarized the course descriptive.
BH0-012: The Foundation ITIL (2012 Onwards) exam consists of the
following topics along with their objectives which are Service management as a
practice in which the candidates has to describe and demonstrate the following
topics which are the concept of best practices in the public domain, explain
why ITIL is successful, the concept of a
service, the concept of internal and external customers, explain the concept of
internal and external services, the concept of service management, the concept
of IT service management, the concept of stakeholders in service management ,
processes and functions, model and the characteristics of processes.
The ITIL service lifecycle
consist of the structure of the ITIL service lifecycle, Account for the
purpose, objectives and scope of service strategy, explain what value service
strategy provides to the business, Account for the purpose, objectives and
scope of service design explain what value service design provides to the
business, Account for the purpose, objectives and scope of service transition,
what value service transition provides to the business, objectives and scope of
service operation, value service operation provides to the business, the main
purpose, objectives and scope of continual service Improvement, value continual
service improvement provides to the business.
BH0-012: The
Foundation ITIL (2012 Onwards) exam next main topic is Generic concepts and
definitions that consists of Utility and warranty, Assets, resources and
capabilities, Service portfolio, Service catalogue two-view and three-view
types, Governance, Business case, Risk management, Service provider, Supplier,
Service level agreement, Operational level agreement , Underpinning contract,
Service design package, Availability, Service knowledge management system,
Configuration item , Configuration management system, Definitive media library
(DML), Change types (standard, emergency and normal), Event Alert, Incident, Impact, urgency and
priority, Service request Problem Workaround Known error database, The role of
communication in service operation, Release policy, Types of service, Change
proposal, CSI register, Outcomes, Patterns of business activity, Customers and
users and The Deming Cycle.
BH0-012: The Foundation ITIL (2012 Onwards) exam next topic is Key
principles and models where the candidates learn regarding the Service strategy which include value creation through
services, Service design, the importance of people, processes, products and
partners for service management, Understand the five major aspects of service
design, Service solutions for
new or changed services, Technology architectures and management architectures,
The processes required, Measurement methods and metrics,
Continual service improvement, the continual service improvement approach, the
role of measurement for continual service improvement and explain the Relationship between critical success
factors (CSF) and key performance indicators, Baselines , Types of metrics such as technology metrics, process
metrics, service metrics.
BH0-012: The Foundation ITIL (2012 Onwards) exam provides a
certification to the certified candidate hence it should be prepared very
carefully because it involves tricky questions.
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