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ITILFND05: Processes – this objective requires that you understand how service management processes significantly contribute towards the ITIL service lifecycle. You must be able to do the following:

• • Service strategy (state the scope, objectives, and purpose of service portfolio management, financial management, and business relationship management);• Service design (describe the scope, purpose, basic concepts, objectives, interfaces, and process activities of service level management, service catalog management, availability management, and information security management, among others);• Service transition (describe the scope, objectives, purpose, basic concepts, interfaces, and process activities of change management, service asset, configuration management, and knowledge management);• Service operation (state the objectives and purpose of event and access management and explain the basic concepts for problem and incident management);• Continual service improvement (state the scope for the 7-step improvement process).

ITILFND06: Functions – this topic area will evaluate your ability to describe the objectives, role, and organizational structures with the service desk function, which include:

• • Specific service desk function;• Technical management function;• Application management function with application development;• IT operation management function.