ITIL Foundation Exam Study Guide

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