ITIL Qualifications Scheme: ITIL Foundation Syllabus Changes between Version 4.x and Version 5.

x
Introduction
The purpose of this document is to assist Accredited Training Providers with summarized information on the changes to ITIL qualifications as the
result of the recent ITIL update. As with all earlier versions of these ITIL qualification modules released since June 2007, the intent and learning
outcomes of each learning unit have not changed. As such the earlier release notes, which outline the learning outcomes intended for each unit
still apply. This document serves to append that information with specific changes to content or timings.
General observations regarding changes to this module

The general structure of this qualification is basically unchanged, referring to the same learning units albeit with adjusted names in a few
instances.
The content and book references of each learning unit have been updated to reflect the updated books, there have been a small number
of new processes added / reinstated, however the scope of the education cover has been reduced in others to compensate.
Overall, capitalization has been reduced to comply with TSO standards.
The Blooms levels remain the same.
Sample exam questions have no significant changes to concepts or topics, however due to the requirement to provide an examination that
covers both syllabus documents, there are more questions at Blooms level 2.

Training providers are free to structure and organize their training in the way they find most appropriate, provided the units are sufficiently covered.
It is strongly recommended that training providers do not structure their courses by simply following the order of the training units as described in
the syllabus document. It has been designed to be flexible so that training providers can add value as appropriate. The recommended number of
study days is 3 when taught in a classroom environment, which can include the final exam. This is a change from earlier versions which specified
the number of overall contact hours.
Training providers are free to incorporate individual or small group practical exercises as appropriate to support the learning units.
Pre-reading is not mandated, however it is expected that candidates will have been working in an IT environment which exposes them to the
subject matter covered by this qualification.

Official Accreditor of the OGC ITIL Portfolio: - APM Group Limited 2011. This document must not be reproduced without express permission from The APM Group Ltd.
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo is a Trade Mark of the Office of Government
Commerce.


Changes between syllabus versions
Learning
Unit

Additions

Deletions

ITILFND01

01-2.

None

01-4.

01-5.

01-7.

01-8.

ITILFND02

02-4.

02-12.

ITILFND03

03-36.
03-37.
03-38.
03-39.
03-40.
03-41.
03-42.

ITILFND04

None

Describe and explain why ITIL is

successful (SS 1.4)
Define and explain the concept
of internal and external
customers (SS 3.2.1.2)
Define and explain the concept
of internal and external services
(SS 3.2.2.3)
Define and explain the concept
of IT Service Management (SS
2.1.3)
Define and explain the concept
of Stakeholders in Service
Management (SS 2.1.5)
Briefly explain what value
Service Strategy provides to the
business (SS 1.1.4)
Briefly explain what value
Continual Service Improvement
provides to the business (CSI
1.1.4)
Types of Services (SS 3.2.2.4,
Tab 3.5)
Change proposals (ST 4.2.4.6)
CSI Register (CSI 3.4)
Outcomes (SS 2.1.1)
Patterns of Business Activity (SS
4.4.5.2)
Customers and Users (SS 2.1.5)
The Deming Cycle (plan, do,
check act) (CSI 3.8, Fig 2.8)

Changes in
Concept / Topic
coverage
None

Changes in
Contact hours

Additional
Comments

45 mins 1
hour, 30 mins

New content

All occurrences of
main goals have
been replaced by
purpose

New content

03-43. Release Unit (ST

4.4.4.1)
03-44. Concept of Seven
Rs of Change
Management (ST
4.2.6.4)
no
requirement
to
learn list

None

None

04-8. Explain the Plan,

Do, Check and Act
(PDCA) Model to

None

1 hour, 15 mins
1 hour, 30
mins

New content, to
be added to
other learning
units

Official Accreditor of the OGC ITIL Portfolio: - APM Group Limited 2011. This document must not be reproduced without express permission from The APM Group Ltd.
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo is a Trade Mark of the Office of Government
Commerce.

ITILFND05

05-21 Service Portfolio Management

(SS 4.2.1,4.2.2 )
The Service Portfolio (SS 4.2.4.1,
Fig 4.14)
05-23 Business Relationship
Management (SS 4.5.1, 4.5.2, Tab 4.10)
05-31 Service Level Management
(SLM) (SD 4.3.1. 4.3.2, 4.3.6.4)
The relationship between SLM and
BRM (SD 4.3.2.1)
05-46 Design Coordination (SD 4.1.1,
4.1.2)

control
and
manage
quality
(CSI 3.8)
Moved to 03-42
05-21 Demand
Management (SS 5.5)
The following list must be
covered:
Challenges in managing
demand for services (SS
5.5.1)
Activity-based Demand
Management (Patterns
of business activity
(PBAs)) (SS 5.5.2)
Business activity
patterns and user
profiles (User profiles)
(SS 5.5.3)

Major
processes
require Explain the
purpose,
objectives, scope,
basic
concepts,
process activities
and
interfaces,
minor
processes
require purpose,
objectives
and
scope

10 hours 10
hours, 30 mins

None

None

Service Portfolio
Mgt reinstated,
Business
Relationship
Mgt, Design Coordination and
Transition
planning and
support added.
Demand Mgt
removed

05-64 Transition planning and support

(ST 4.1.1, 4.1.2)
ITILFND06

06-2. State the role and objectives of:

The Application Management function
(SO 6.6.1, 6.6.2) with Application
Development (SO 6.6.6.1, Tab 6.2)

ITILFND07

07-1. Account for the role and the

responsibilities of the
Process Manager (SD
6.3.3)
Process Practitioner (SD
6.3.4)
None
9.
Competence and Training

ITILFND08
ITILFND09

09-1. Competence and skills

service management (SD 6.5.1)

for

06-2. and
organizational
overlap

30 mins 45
mins

None
09-4
Explain the ITIL
Qualification
scheme,
distinguish between the
purposes of the two

None
None

None
None

Official Accreditor of the OGC ITIL Portfolio: - APM Group Limited 2011. This document must not be reproduced without express permission from The APM Group Ltd.
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo is a Trade Mark of the Office of Government
Commerce.


09-2. Competence
framework (SD 6.5.2)
09-3.

and

skills

Training (SD 6.5.3)

This unit is not examinable, the

recommended period of study is 15
minutes

intermediate
streams,
mention the included
certificates
and
diplomas,
and
understand the different
options
for
further
training
(Non
examinable).
The recommended study
period for this unit is
minimum 15 minutes

Official Accreditor of the OGC ITIL Portfolio: - APM Group Limited 2011. This document must not be reproduced without express permission from The APM Group Ltd.
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo is a Trade Mark of the Office of Government
Commerce.


Overview of Key Changes to Sample Papers
Concept / Topic
Both papers

Key Changes
All questions have been updated to improve references and to follow
improved grammatical and writing style guidelines.
All questions use material that is consistent with both the 2007 and 2011
editions of the core guidance. Material that is no longer in the 2011 edition
has been removed. New material added to the 2011 edition is not covered
in this version of the sample papers, but will be covered in future versions.

The questions on both new sample papers have been compiled from the existing sample papers. In some cases, topics are now out of scope
whilst others have been amended to ensure that the papers can be used against either syllabus during the interim period. This list is not a
comprehensive list of all changes made but represents the major changes, in particular those that have been deleted.

Sample paper A
9
10
11
15
16
34

Key Changes
Deleted
Deleted
Deleted
Change
Deleted
Deleted

No longer in scope, new question added

No longer in scope, new question added
No longer in scope, new question added
aims changed to purposes or objectives
Definition no longer in text
Demand management no longer in scope

Sample paper B
6
9
13
14
17
21
31
35
37
39

Key Changes
Moved
Change
Change
Deleted
Deleted
Deleted
Change
Change
Deleted
Change

Question now appears on sample paper A, new question added

Question stem simplified
Question stem simplified
No longer in scope, new question added
No longer in scope, new question added
No longer in scope, new question added
Added approach
Added objective
No longer in scope, new question added
Question made positive rather than negative

Official Accreditor of the OGC ITIL Portfolio: - APM Group Limited 2011. This document must not be reproduced without express permission from The APM Group Ltd.
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo is a Trade Mark of the Office of Government
Commerce.