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ITIL Foundation Exam Study Guide

Book Description

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

  • Includes a DVD that features valuable study aids such as flash cards, mock exams, sample questions, 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.

Note: The ebook version does not provide access to the companion files.

Table of Contents

  1. Cover
  2. Contents
  3. Title
  4. Copyright
  5. Dedication
  6. Acknowledgments
  7. About the Authors
  8. Introduction
  9. Assessment Test
  10. Chapter 1: Service Management as a Practice
    1. Best-Practice Approaches and ITIL
    2. Why is ITIL So Successful?
    3. Services, Customers, and Stakeholders
    4. Understanding the Concepts of Service Management and IT Service Management
    5. Understanding Processes and Functions
    6. Introducing the Service Lifecycle
    7. Summary
    8. Exam Essentials
    9. Review Questions
  11. Chapter 2: Understanding Service Strategy
    1. Understanding the Service Strategy Stage
    2. Understanding Key Concepts of Service Strategy
    3. Summary
    4. Exam Essentials
    5. Review Questions
  12. Chapter 3: Service Strategy Processes
    1. Understanding Service Portfolio Management
    2. Understanding the Financial Management Process
    3. Understanding the Business Relationship Management Process
    4. Summary
    5. Exam Essentials
    6. Review Questions
  13. Chapter 4: Understanding Service Design
    1. Understanding the Purpose, Objectives, and Scope for Service Design
    2. Describing the Service
    3. Four Key Elements of Service Design
    4. Building the Service
    5. Five Major Aspects of Service Design
    6. Summary
    7. Exam Essentials
    8. Review Questions
  14. Chapter 5: Service Level Management: Aligning IT with Business Requirements
    1. The Purpose, Objectives, and Scope of Service Level Management
    2. Capturing Service Level Requirements
    3. Understanding the Service Level Agreement
    4. Monitoring and Improving Service Delivery
    5. Interfacing with Other Service Management Processes
    6. Summary
    7. Exam Essentials
    8. Review Questions
  15. Chapter 6: The Other Service Design Processes
    1. Service Catalog Management
    2. Availability Management
    3. Information Security Management
    4. Supplier Management
    5. Capacity Management
    6. IT Service Continuity Management
    7. Design Coordination
    8. Summary
    9. Exam Essentials
    10. Review Questions
  16. Chapter 7: Service Design Roles
    1. Roles and Responsibilities in Service Management
    2. Designing Roles Using the RACI Model
    3. Competence and Training
    4. Summary
    5. Exam Essentials
    6. Review Questions
  17. Chapter 8: Understanding Service Transition and the Change Management Processes
    1. Understanding Service Transition
    2. Introduction to the Change Management Process
    3. Summary
    4. Exam Essentials
    5. Review Questions
  18. Chapter 9: Service Transition Processes
    1. Transition Planning and Support
    2. Service Asset and Configuration Management
    3. Knowledge Management
    4. Release and Deployment Management
    5. Summary
    6. Exam Essentials
    7. Review Questions
  19. Chapter 10: Delivering the Service: The Service Operation Lifecycle Stage
    1. Understanding the Purpose, Objectives, and Scope of Service Operation
    2. Organizing for Service Operations
    3. Summary
    4. Exam Essentials
    5. Review Questions
  20. Chapter 11: The Major Service Operation Processes
    1. Incidents and Problems: Two Key Service Management Concepts
    2. Incident Management
    3. Problem Management
    4. Interfaces
    5. Summary
    6. Exam Essentials
    7. Review Questions
  21. Chapter 12: The Other Service Operation Processes
    1. Event Management
    2. Request Fulfillment
    3. Access Management
    4. Summary
    5. Exam Essentials
    6. Review Questions
  22. Chapter 13: Understanding Continual Service Improvement
    1. Achieving Continual Service Improvement
    2. The Seven-Step Improvement Process
    3. Summary
    4. Exam Essentials
    5. Review Questions
  23. Appendix A: Answers to Review Questions
  24. Appendix B: Sample Foundation Examinations
  25. Appendix C: About the Additional Study Tools
  26. Index