ITIL Foundation Exam Study Guide

1. Auflage 2012
ISBN: 978-1-119-94275-7
Verlag: John Wiley & Sons Inc

Buch, Englisch, 408 Seiten, Format (B × H): 184 mm x 233 mm, Gewicht: 742 g

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
* Download valuable study tools including practice exams, flashcards, a glossary of key terms 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.

Autoren/Hrsg.

Gallacher, Liz

Morris, Helen

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Wirtschaftsinformatik, SAP, IT-Management
• Mathematik | Informatik EDV | Informatik EDV & Informatik Allgemein EDV: Zertifizierung
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Medien-, Informations und Kommunikationswirtschaft Informationstechnik, IT-Industrie

Inhaltsverzeichnis

Introduction xvii
Assessment Test xxvii
Chapter 1 Service Management as a Practice 1
Chapter 2 Understanding Service Strategy 25
Chapter 3 Service Strategy Processes 43
Chapter 4 Understanding Service Design 61
Chapter 5 Service Level Management: Aligning IT with Business Requirements 77
Chapter 6 The Other Service Design Processes 97
Chapter 7 Service Design Roles 143
Chapter 8 Understanding Service Transition and the Change Management Processes 159
Chapter 9 Service Transition Processes 183
Chapter 10 Delivering the Service: The Service Operation Lifecycle Stage 211
Chapter 11 The Major Service Operation Processes 237
Chapter 12 The Other Service Operation Processes 267
Chapter 13 Understanding Continual Service Improvement 283
Appendix A Answers to Review Questions 311
Appendix B Sample Foundation Examinations 325
Appendix C About the Additional Study Tools 357
Index 361

Über Autor(innen)

Liz Gallacher has implemented improvement programs based on the ITIL framework for many different organizations. Liz holds the ITIL Manager and ITIL Expert certifications and was a member of the ISEB Managers Certificate Examiners panel. Helen Morris has implemented improvement programs for a wide variety of organizations, based on IT Service Management best practice. Helen holds the ITIL Manager and ITIL Expert certifications. She also holds the ISEB Consultancy certificate, and specializes in service management consultancy. Both Liz and Helen are fully accredited ITIL trainers.