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ITIL Intermediate Certification Companion Study Guide

Book Description

The expert-led, full-coverage supporting guide for all four ITIL exams

ITIL Intermediate Certification Companion Study Guide is your ultimate support system for the Intermediate ITIL Service Capability exams. Written by Service Management and ITIL framework experts, this book gives you everything you need to pass, including full coverage of all objectives for all four exams. Clear, concise explanations walk you through the process areas, concepts, and terms you need to know, and real-life examples show you how they are applied by professionals in the field every day. Although this guide is designed for exam preparation, it doesn't stop there — you also get expert insight on major topics in the field. The discussion includes operational support and analysis; planning, protection and optimization; release, control and validation; and service offerings and agreements that you'll need to know for the job.

ITIL is the most widely-adopted IT Service Management qualification in the world, providing a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to businesses. This book is your ideal companion for exam preparation, with comprehensive coverage and detailed information.

  • Learn service strategy principles, organization, and implementation
  • Master the central technologies used in IT Service Management
  • Be aware of inherent challenges, risks, and critical success factors
  • Internalize the material covered on all four ITIL exams

The ITIL qualification is recognized around the globe, and is seen as the de facto certification for those seeking IT Service Management positions. Passing these exams requires thorough preparation and rigorous self-study, but the reward is a qualification that can follow you anywhere. ITIL Intermediate Certification Companion Study Guide for the ITIL Service Capability Exams leads you from Foundation to Master, giving you everything you need for exam success.

Table of Contents

  1. Acknowledgments
  2. About the Authors
  3. Introduction
    1. Interactive Online Learning Environment and Test Bank
    2. How to Contact the Authors
    3. ITIL Capability Intermediate Exam Objectives
    4. Assessment Test
    5. Answers to Assessment Test
  4. Part I Operational Support and Analysis
    1. Chapter 1 Introduction to Operational Support and Analysis
      1. Understanding the Purpose, Objectives, and Value of the Operational Support and Analysis Processes
      2. The Value Operational Support and Analysis Processes Deliver to the Business
      3. The Context of Service Operation, the Operational Support and Analysis Processes, and the Service Lifecycle
      4. Generic Roles and Responsibilities in Service Management Processes
      5. Service Owner
      6. Process Owner
      7. Process Manager
      8. Process Practitioner
      9. Summary
      10. Exam Essentials
      11. Review Questions
    2. Chapter 2 Incident and Problem Management
      1. Incidents and Problems: Two Key Service Management Concepts
      2. Incident Management
      3. Problem Management
      4. Summary
      5. Exam Essentials
      6. Review Questions
    3. Chapter 3 Event Management, Request Fulfillment, and Access Management
      1. Event Management
      2. Request Fulfillment
      3. Access Management
      4. Risks
      5. Summary
      6. Exam Essentials
      7. Review Questions
    4. Chapter 4 The Service Desk
      1. Role
      2. Objective
      3. Service Desk Organizational Structures
      4. Service Desk Staffing
      5. Measuring Service Desk Performance
      6. Summary
      7. Exam Essentials
      8. Review Questions
    5. Chapter 5 Technical Management, Application Management, and IT Operations Management
      1. ITIL Functions
      2. Technical Management
      3. IT Operations Management
      4. Objectives
      5. Applications Management
      6. Summary
      7. Exam Essentials
      8. Review Questions
    6. Chapter 6 Technology and Implementation Considerations for Operational Support and Analysis
      1. Service Management Tools
      2. Tool Requirements for Service Operation Processes
      3. Service Management Tool Choice
      4. Service Operation and Project Management
      5. Assessing and Managing Risk in Service Operation
      6. Operational Staff in Design and Transition
      7. Planning and Implementing Service Management Technologies
      8. Service Operation Challenges
      9. Critical Success Factors
      10. Service Operation Risks
      11. Summary
      12. Exam Essentials
      13. Review Questions
  5. Part II Planning, Protection, and Optimization
    1. Chapter 7 Introduction to Planning, Protection, and Optimization
      1. The Purpose, Objectives, and Value of Service Design
      2. The Context of Service Design and the Service Lifecycle
      3. Service Design Basics
      4. The Interfaces of Design Coordination with Other Processes Related to PPO
      5. Summary
      6. Exam Essentials
      7. Review Questions
    2. Chapter 8 Capacity, Availability, and Information Security Management
      1. Capacity Management
      2. Availability Management
      3. Information Security Management
      4. Summary
      5. Exam Essentials
      6. Review Questions
    3. Chapter 9 IT Service Continuity Management and Demand Management
      1. IT Service Continuity Management
      2. Understanding Demand Management
      3. Summary
      4. Exam Essentials
      5. Review Questions
    4. Chapter 10 Technology and Implementation Considerations for Planning, Protection, and Optimization
      1. Generic Requirements and Evaluation Criteria for Technology
      2. Good Practices for Practice and Process Implementation
      3. Service Management Tool Choice
      4. Planning and Implementing Service Management Technologies
      5. Designing Technology Architectures
      6. Summary
      7. Exam Essentials
      8. Review Questions
  6. Part III Release, Control, and Validation
    1. Chapter 11 Introduction to Release, Control, and Validation
      1. Service Transition Concepts
      2. Summary
      3. Exam Essentials
      4. Review Questions
    2. Chapter 12 Change Management and Service Asset and Configuration Management
      1. Change Management
      2. Service Asset and Configuration Management
      3. Summary
      4. Exam Essentials
      5. Review Questions
    3. Chapter 13 Service Validation and Testing and Change Evaluation
      1. Service Validation and Testing
      2. Change Evaluation
      3. Summary
      4. Exam Essentials
      5. Review Questions
    4. Chapter 14 Release and Deployment Management and Knowledge Management
      1. Release and Deployment Management
      2. Knowledge Management
      3. Summary
      4. Exam Essentials
      5. Review Questions
    5. Chapter 15 Technology and Implementation Considerations for Release, Control, and Validation
      1. Generic Requirements for Integrated ITSM Technology
      2. Evaluation Criteria for Service Management Tools
      3. Release, Control, and Validation Practices for Managing Change in Service Operation
      4. Service Operation and Project Management
      5. Service Transition Challenges
      6. Critical Success Factors
      7. Assessing and Managing Risk in Service Operation
      8. Operational Staff in Design and Transition
      9. Planning and Implementing Service Management Technologies
      10. Technology Considerations for Implementing Knowledge Management, Collaboration, and the CMS
      11. Summary
      12. Exam Essentials
      13. Review Questions
  7. Part IV Service Offerings and Agreements
    1. Chapter 16 Introduction to Service Offerings and Agreements
      1. The SOA Processes from Strategy and Design and Their Context in the Service Lifecycle
      2. Utility and Warranty and the Relevance to the SOA Processes
      3. Understanding and Identifying Customer Requirements
      4. Return on Investment and the Business Case
      5. Summary
      6. Exam Essentials
      7. Review Questions
    2. Chapter 17 Service Portfolio Management and Service Catalog Management
      1. Understanding Service Portfolio Management
      2. Service Catalog Management
      3. Summary
      4. Exam Essentials
      5. Review Questions
    3. Chapter 18 Service Level Management and Supplier Management
      1. Service Level Management
      2. Supplier Management
      3. Summary
      4. Exam Essentials
      5. Review Questions
    4. Chapter 19 Business Relationship Management and Financial Management for IT
      1. Business Relationship Management
      2. Financial Management for IT Services
      3. Summary
      4. Exam Essentials
      5. Review Questions
    5. Chapter 20 Technology Considerations for Service Offerings and Agreements
      1. Generic Requirements and Evaluation Criteria for Technology
      2. Good Practices for Practice and Process Implementation
      3. Summary
      4. Exam Essentials
      5. Review Questions
    6. Appendix Answers to Review Questions
      1. Chapter 1: Introduction to Operational Support and Analysis
      2. Chapter 2: Incident and Problem Management
      3. Chapter 3: Event Management, Request Fulfillment, and Access Management
      4. Chapter 4: The Service Desk
      5. Chapter 5: Technical Management, Application Management, and IT Operations Management
      6. Chapter 6: Technology and Implementation Considerations for Operational Support and Analysis
      7. Chapter 7: Introduction to Planning, Protection, and Optimization
      8. Chapter 8: Capacity, Availability, and Information Security Management
      9. Chapter 9: IT Service Continuity Management and Demand Management
      10. Chapter 10: Technology and Implementation Considerations for Planning, Protection, and Optimization
      11. Chapter 11: Introduction to Release, Control, and Validation
      12. Chapter 12: Change Management and Service Asset and Configuration Management
      13. Chapter 13: Service Validation and Testing and Change Evaluation
      14. Chapter 14: Release and Deployment Management and Knowledge Management
      15. Chapter 15: Technology and Implementation Considerations for Release, Control, and Validation
      16. Chapter 16: Introduction to Service Offerings and Agreements
      17. Chapter 17: Service Portfolio Management and Service Catalog Management
      18. Chapter 18: Service Level Management and Supplier Management
      19. Chapter 19: Business Relationship Management and Financial Management for IT
      20. Chapter 20: Technology Considerations for Service Offerings and Agreements
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