ITIL Foundation papers

ITIL Sample paper 1
ITIL Sample paper 2
ITIL Sample paper 3
ITIL Sample paper 4
ITIL Sample paper 5
ITIL Sample paper 6
ITIL Sample paper 7
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Starting with an ITIL foundation you can either choose to move on to a ITIL Practitioner level and specialise in one or more process areas or for those in or looking to be in a Service Management role you can take the Managers certificate

ITIL Service Desk and Incident Management Practitioner

The Service Desk acts as a central point of contact between the User and IT Service to handle all Incidents and requests and provides the interface for all other activities in IT Service Management

Incident Management works alongside the service desk to manage Incidents from detection to resolution and closure. The goal of incident management is to restore normal service as quickly as possible with minimum disruption to the business.



Holders of the ISEB Practitioner Certificate in Service Desk and Incident Management will be able to demonstrate their competence in, and their ability to:

  • Plan for the implementation of the Service Desk and Incident Management
  • Develop and improve the customer and business focus of the service desk and the Incident Management process
  • Use the Incident Management process to manage incidents and their resolution by the Service Desk and all other areas
  • Define Service Desk requirements and understand, select, develop and implement the most appropriate Service Desk solutions, technology and environment
  • Define, implement and manage the following activities: assess, prioritise and categorise incidents carry out incident analysis, identify and create incident records, diagnose the cause of incidents, identify incident resolutions, match incidents with other incidents and known errors, review and close incidents
  • Define and agree incident categories and priorities in conjunction with Problem Management
  • Be aware of the support tools and techniques available for the implementation of Incident Management and the support of the Service Desk identifying and instigating improvements
  • Analyse incident and incident reports and statistics to propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible incidents, wherever possible
  • Prepare Incident Management reports for distribution throughout the organization
  • Co-ordinate, schedule, target and focus resources on resolution of the most appropriate incidents
  • Understand the interdependencies between Incident Management and other IT and Service Management processes

ISEB ITIL Service desk and Incident Management Practitioner Page

Where to take the ITIL exam?

There are 100's of Thompson Prometric Centres around the UK. Follow this link to get to the site to book your exam.

Where to purchase ITIL books?

The first book to purchase would be the ITIL Service Management Pocket Book £9.95 . This book is more commonly known as 'Little ITIL' and is used as reference on every ITIL Foundation course.

Below are links to the most popular itil books. The ITIL Service Support and Service Delivery are essential reading after passing your ITIL foundation exam. The Introduction to ITIL will help with your ITIL Foundation knowledge and for those trying ITIL from smaller organisations the newly released ITIL Small scale implementation book will provide guidelines to get you on your way.

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Providing Free ITIL tests to users preparing to take ITIL training since 2004

These sample papers give real life ITIL Foundation questions for you


ITIL is the most widely accepted approach to IT service management in the world. ITIL can help individuals and organizations use IT to realize business change, transformation and growth.

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