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ITIL Intermediate Certification Companion Study Guide by Liz Gallacher, Helen Morris

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Chapter 48 Technology Considerations

THE FOLLOWING ITIL INTERMEDIATE EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • ✓  How tools can be used to assist some or all of the activities of CSI
  • ✓  Holistic IT service management tools
  • ✓  Specialist tools for managing:
    • Systems and networks
    • Events
    • Automated incident and problem resolution
  • ✓  Performance management tools
  • ✓  Statistical analysis tools
  • ✓  Project and portfolio management tools
  • ✓  Financial management tools
  • ✓  Business intelligence/reporting tools

 This chapter explores the technology and tools used to support CSI and how they would be implemented for CSI activities, such as performance, ...

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