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ITIL Foundation Exam Study Guide [Paperback]

Liz Gallacher , Helen Morris
5.0 out of 5 stars  See all reviews (1 customer review)
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Book Description

Oct. 15 2012
Everything you need to prepare for the ITIL exam – Accredited to 2011 syllabus

The ITIL (Information Technology Infrastructure Library) exam is the ultimate certification for IT service management. This essential resource is a complete guide to preparing for the ITIL Foundation exam and includes everything you need for success. Organized around the ITIL Foundation (2011) syllabus, the study guide addresses the ITIL Service Lifecycles, the ITIL processes, roles, and functions, and also thoroughly explains how the Service Lifecycle provides effective and efficient IT services.

  • Offers an introduction to IT service management and ITIL V3 service strategy
  • Highlights the topics of service design and development and the service management processes
  • Reviews the building, testing, authorizing, documenting, and implementation of new and changed services into operation
  • Addresses creating and maintaining value for customers through monitoring and improving services, processes, and technology
  • Download valuable study tools including practice exams, flashcards, a glossary of key terms and more.

If you prefer self-study over the more expensive training course, but you don't want to skimp on information or preparation, then this study guide is for you.

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Product Details

Product Description

From the Back Cover

Includes Real-World Scenarios, Hands-On Exercises, and Access to Exam Prep Software Featuring:

  • Custom Test Engine

  • Over 300 Sample Questions

  • Electronic Flashcards

Everything you need to ace the ITIL® Foundation exam

The ITIL (Information Technology Infrastructure Library) exam is the ultimate certification test for IT management professionals. If you are among the nearly quarter-million IT managers worldwide who will sit for the exam this year, the ITIL Foundation Exam Study Guide is one resource you don't want to be without. It provides you with all the background information, expert, in-depth reviews, learning aids, and practice, practice, practice you need to pass the test with flying colors. Completely up-to-date and organized around the current ITIL Foundation syllabus, this guide:

  • Clearly explains ITIL service strategy and guiding principles
  • Covers all ITIL processes, roles, and functions in separate modules
  • Describes the ITIL service lifecycle and how it promotes effective IT services
  • Addresses ITIL standards for service design and development
  • Delves into all aspects of the service management processes
  • Describes ITIL standards for building, testing, authorizing, documenting, and implementing new and changed services
  • Explores issues of creating and maintaining value for clients through monitoring and improved services, processes, and technology
  • Features online tools offering a gold mine of study aids, including flash cards, sample questions, practice exams, and more

Delivering 100% of the Foundation exam objectives in clear, concise language and all the practice you need to ace the test, ITIL® Foundation Exam Study Guide puts you on the fast track to obtaining the world's most highly respected IT management certification.

Sybex Exam Prep Tools

Go to and download a full set of electronic test prep tools to help you thoroughly prepare for the exam. These include:

  • Chapter review questions
  • Two multiple choice practice exams
  • Electronic flashcards
  • Glossary of Terms in PDF

About the Author

Liz Gallacher has implemented improvement programs based on the ITIL framework for many different organizations. Liz holds the ITIL Manager and ITIL Expert certifications and was a member of the ISEB Managers Certificate Examiners panel. Helen Morris has implemented improvement programs for a wide variety of organizations, based on IT Service Management best practice. Helen holds the ITIL Manager and ITIL Expert certifications. She also holds the ISEB Consultancy certificate, and specializes in service management consultancy. Both Liz and Helen are fully accredited ITIL trainers.

Inside This Book (Learn More)
Browse Sample Pages
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Most helpful customer reviews
2 of 2 people found the following review helpful
5.0 out of 5 stars Terrific Study Guide Oct. 30 2013
Format:Paperback|Verified Purchase
This is exactly what I was looking for and all I expected. ITIL is pretty technical and the authors did their best to create a logical presentation. They include a pre-test and a quiz for every chapter, so you always know your areas of weakness and chapters needing review. They include two practice tests too, and they even give the link to a useful website. Although lacking in "real life" examples (a failure of all materials I've reviewed for the topic) they include lots of graphical information. I doubt there is any book I would choose over this one, and I'm confident it will prepare me to pass the test.
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Most Helpful Customer Reviews on (beta) 4.2 out of 5 stars  62 reviews
21 of 21 people found the following review helpful
4.0 out of 5 stars Passed on first try Dec 16 2013
By Felix - Published on
Format:Paperback|Verified Purchase
I've been in IT for about 10 years and decided that the ITIL exam was the next logical next step in my career. A lot of people have said the material is easy and you don't need much time to study for it, however, I wanted to take my time with this since I wanted to really learn the material and not just cram to pass a test. I passed the test on my first try about a month after starting the book. I took the pre-assessment which I failed miserably and then read every chapter highlighting important points and completing the end of chapter questions at the end of each chapter. I then reviewed the highlighted material and re-read all the exam essential information at the end of each chapter. I then took the two practice tests at the end of the book and passed the test with a 93% (got three questions wrong). Below are the pros and cons of the book.


It prepares you for what is going to be on the exam. This book is all you need to pass the test.

It easy to read with minimal typos and does a good job of covering the material that will be on the test.

The practice exams at the end of the book are very accurate on what the test is going to be like. They are gold.


There aren't enough examples of the concepts they cover and the ones that are there are not very good.

There aren't enough visuals to reinforce the examples being explained.

The end of the chapter questions are not a good representation on what the test questions will be like. If you don't take several practice exams before the real test you will fail.
15 of 15 people found the following review helpful
5.0 out of 5 stars Solid study material Aug. 19 2013
By Jeff B. - Published on
Format:Paperback|Verified Purchase
I was out of work for a little over 6 months earlier this year and kept seeing "ITIL" pop up as a requirement for jobs I was looking at. I already have several technical certifications and decided to try and acquire this one as well so I picked up this book. After studying for about 2 weeks I took the test and passed with an 89%. If you're looking for a solid study guide this book is a great option. The material is presented in a straightforward manner and the chapters are kept concise enough to keep your attention from lapsing. For those looking to get into an entry level IT/help desk job I'd definitely recommend this book and going for the ITIL Foundation cert (at $150 it's less expensive than most Comptia and MS exams) as more and more companies are starting to adopt these standards.
9 of 9 people found the following review helpful
3.0 out of 5 stars More useful as an extra guide Aug. 15 2013
By Cameron Mccurry - Published on
Format:Paperback|Verified Purchase
Disclaimer: I passed my ITIL Foundation Exam with a 92%. However, this book was only a small part of the reason why.

I'm mildly disappointed with the book. Far too much detail gets spent on explaining the concepts beyond what is necessary for the Foundation level and a lot of subjects were introduced that aren't even needed until higher levels. The real world examples, while interesting, don't really add that much benefit to studying. The online material was helpful for review, although there was one question where the answers were for another question. The lack of a glossary at the back was a strange omission; you can get a copy of it online, why not include it in the physical book as well?

All in all, it's average as a study guide but may come in handy if you choose to pursue a higher level of ITIL certification. If you use it as your only guide, you may be struggling through the exam.
11 of 12 people found the following review helpful
5.0 out of 5 stars Passed EX0-117 exam today Sept. 16 2012
By Tyler Cranston - Published on
Format:Kindle Edition|Verified Purchase
If you read and understand this book, you will have no trouble passing the exam. I recommend this book to anyone looking to pass the ITIL Foundation v4 (2011 Syllabus) exam.
6 of 6 people found the following review helpful
5.0 out of 5 stars Excellent guide. Dec 10 2012
By Kent Byren - Published on
Format:Kindle Edition|Verified Purchase
Excellent study guide. Comprehensive but no too long winded. Helped me achieve 92% for my exam. Well worth the purchase!
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