Pultorak / Nelson Passing the ITIL® Foundation Exam
1. Auflage 2012
ISBN: 978-90-8753-912-2
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)
E-Book, Englisch, 290 Seiten
Reihe: Best Practice
ISBN: 978-90-8753-912-2
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)
This book helps people prepare for the ITIL® 2011 Edition Foundation qualification exam. It contains direct links to the full syllabus and specifies the terms and definitions required. In addition it gives sample questions for practice both within the text and also a number of the official exams questions in the back.
The content of this book is based on the ITIL® 2011 Edition core guidance and APMG’s ITIL Foundation Certificate syllabus edition 2011.
Written by globally experienced trainers and reviewed by other professionals this unique work provides clear and concise guidance for all those seeking to achieve success at the ITIL Foundation Level. Covering:
A clear and concise explanation of the exam structure;
Key text for the exams;
Sample exam questions and sample answers and
Hints and Tips and practical examples
this book will highlight for readers the key items they need for the ITIL Foundation Exam that will increase chances of success.
By this book is a separate file (free, via internet) available:
• All images in the book, in Powerpoint format. Click on the button Training Material by the book on our website.
Autoren/Hrsg.
Weitere Infos & Material
1;Foreword;6
2;Acknowledgements;7
3;Preface;8
4;Introduction;16
4.1;Using this Study Guide;16
4.2;What is ITIL?;17
4.3;ITIL examinations;18
4.4;Structure of this study guide;18
4.5;Using this Study Guide;18
4.6;How to use this study guide;19
5;CHAPTER 1 ITILFND01 SERVICE MANAGEMENT AS A PRACTICE (90M) ;20
5.1;ITILFND01-01-1 Describe the concept of best practices in the public domain (SS 2.1.7);21
5.2;ITILFND01-01-2 Describe and explain why ITIL is successful (SS 1.3);23
5.3;ITILFND01-01-3 Define and explain the concept of a service (SS 2.1.1);25
5.4;ITILFND01-01-4 Define and explain the concept of internal and external customers (SS 3.2.1.2);27
5.5;ITILFND01-01-5 Define and explain the concept of internal and external services (SS 3.2.2.3);29
5.6;ITILFND01-01-6 Define and explain the concept of service management (SS 2.1.2);31
5.7;ITILFND01-01-7 Define and explain the concept of IT service management (SS 2.1.3);33
5.8;ITILFND01-01-8 Define and explain the concept of stakeholders in service management (SS 2.1.5);35
5.9;ITILFND01-01-8 Define and explain the concept of stakeholders in service management (SS 2.1.5);36
5.10;ITILFND01-01-9 Define processes and functions (SS 2.2.2, 2.2.3.1);37
5.11;ITILFND01-01-10 Explain the process model and the characteristics of processes (SS 2.2.2, Figure 2.5);39
6;CHAPTER 2 ITILFND02 THE ITIL SERVICE LIFECYCLE (60M);42
6.1;ITILFND02-02-2 Describe the structure of the ITIL service lifecycle (SS 1.2, Figure 1.1);43
6.2;ITILFND02-02-3 Account for the purpose, objectives and scope of service strategy (SS 1.1.1, 1.1.2);45
6.3;ITILFND02-02-4 Briefly explain what value service strategy provides to the business (SS 1.1.4);47
6.4;ITILFND02-02-5 Account for the purpose, objectives and scope of service design (SD 1.1.1, 1.1.2);49
6.5;ITILFND02-02-6 Briefly explain what value service design provides to the business (SD 1.1.4);51
6.6;ITILFND02-02-7 Account for the purpose, objectives and scope of service transition (ST 1.1.1, 1.1.2);53
6.7;ITILFND02-02-8 Briefly explain what value service transition provides to the business (ST 1.1.4);55
6.8;ITILFND02-02-9 Account for the purpose, objectives and scope of service operation (SO 1.1.1, 1.1.2);57
6.9;ITILFND02-02-10 Briefly explain what value service operation provides to the business (SO 1.1.4);59
6.10;ITILFND02-02-11 Account for the main purpose, objectives and scope of CSI (CSI 1.1.1, 1.1.2);61
6.11;ITILFND02-02-12 Briefly explain what value CSI provides to the business (CSI 1.1.4);63
7;CHAPTER 3 ITILFND03 GENERIC CONCEPTS AND DEFINITION;66
7.1;ITILFND03-03-1 Define and explain utility and warranty (SS 2.1.6.);67
7.2;ITILFND03-03-2 Define and explain assets, resources and capabilities (SS 2.2.1);69
7.3;ITILFND03-03-3 Define and explain the service portfolio (SS 4.2.4.1, Figure 4.14);71
7.4;ITILFND03-03-4 Define and explain the service catalogue (two and three-view types) (SD 4.2.4.5, Figure 4.4, Figure 4.5);73
7.5;ITILFND03-03-5 Define and explain governance (SS 2.3.1);75
7.6;ITILFND03-03-6 Define and explain business case (SS 3.6.1.1);77
7.7;ITILFND03-03-7 Define and explain risk management (SS 5.6.5.1, 5.6.5.2);79
7.8;ITILFND03-03-8 Define and explain service provider (SS 2.1.4);81
7.9;ITILFND03-03-10 Define and explain supplier (SS 2.1.5);83
7.10;ITILFND03-03-11 Define and explain service level agreement (SLA) (SD 4.3.4);85
7.11;ITILFND03-03-12 Define and explain operational level agreement (OLA) (SD 4.3.4);87
7.12;ITILFND03-03-13 Define and explain underpinning contract (SD 4.8.4.2);89
7.13;ITILFND03-03-14 Define and explain service design package (SDP) (SD Appendix A);91
7.14;ITILFND03-03-15 Define and explain availability (SD 4.4.4.3);93
7.15;ITILFND03-03-16 Define and explain service knowledge management system (SKMS) (ST 4.7.4.3);95
7.16;ITILFND03-03-17 Define and explain configuration item (CI) (ST 4.3.4.2);97
7.17;ITILFND03-03-18 Define and explain configuration management system (ST 4.3.4.3);99
7.18;ITILFND03-03-19 Define and explain definitive media library (DML) (ST 4.3.4.4);101
7.19;ITILFND03-03-20 Define and explain change (ST 4.2.4.4);103
7.20;ITILFND03-03-21 Define and explain change types (standard, emergency and normal) (ST 4.2.4.3, 4.2.4.7, 4.2.5.11);105
7.21;ITILFND03-03-24, 25, 26 Define and explain event (SO 4.1 1st paragraph), 3-25 alert (glossary), 3-26 incident (SO 4.2 1st paragraph);107
7.22;ITILFND03-03-27 Define and explain impact, urgency and priority (SO 4.2.5.4);109
7.23;ITILFND03-03-28 Define and explain service request (SO 4.3 1st paragraph);111
7.24;ITILFND03-03-29 Define and explain problem (SO 4.4 1st paragraph);113
7.25;ITILFND03-03-30 Define and explain workaround (SO 4.4.5.6);115
7.26;ITILFND03-03-31 Define and explain known error (SO 4.4.5.7);117
7.27;ITILFND03-03-32 Define and explain known error database (KEDB) (SO 4.4.7.2);119
7.28;ITILFND03-03-33 Define and explain the role of communication in service operation (SO 3.6);121
7.29;ITILFND03-03-35 Define and explain release policy (ST 4.1.4.2);123
7.30;ITILFND03-03-36 Define and explain types of services (SS 3.2.2.4, Table 3.5);125
7.31;ITILFND03-03-37 Define and explain change proposals (ST 4.2.4.6);127
7.32;ITILFND03-03-38 Define and explain CSI register (CSI 3.4);129
7.33;ITILFND03-03-39 Define and explain outcomes (SS 2.1.1);131
7.34;ITILFND03-03-40 Define and explain patterns of business activity (SS 4.4.5.2);133
7.35;ITILFND03-03-41 Define and explain customers and users (SS 2.1.5);135
7.36;ITILFND03-03-42 Define and explain the Deming Cycle (plan, do, check, act) (CSI 3.8, Figure 2.8);137
8;CHAPTER 4 ITILFND04 KEY PRINCIPLES AND MODELS (90M);140
8.1;ITILFND04-04-2 Describe value creation through services (SS 3.2.3, 3.2.3.1, Figure 3.6, Figure 3.7, not section on “marketing mindset”);141
8.2;ITILFND04-04-3 Understand the importance of people, processes, products and partners for service management (SD 3.1.5, Figure 3.3);145
8.3;ITILFND04-04-4 Understand the five major aspects of service design (SD 3.1.1);147
8.4;ITILFND04-04-9 Explain the continual service improvement approach (CSI 3.1, CSI 3.1.1, Figure 3.1)
;149
8.5;ITILFND04-04-10 Understand the role of measurement for continual service improvement and explain how CSFs and KPIs relate (CSI 5.5.1), Baselines (CSI 3.9.1), and types of metrics (technology, process, service) (CSI 5.5);151
9;CHAPTER 5 ITILFND05 PROCESSES (645M);154
9.1;ITILFND05-05-21 State the purpose, objectives and scope for service portfolio management (SS 4.2.1, 4.2.2), including the service portfolio (SS 4.2.4.1, Figure 4.14);155
9.2;ITILFND05-05-22 State the purpose, objectives and scope for financial management for IT services (SS 4.3.1, 4.3.2), including business case (SS 3.6.1.1);157
9.3;ITILFND05-05-23 State the purpose, objectives and scope for business relationship management (SS 4.5.1, 4.5.2, Table 4.10);161
9.4;ITILFND05-05-31 Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for service level management (SLM) (SD 4.3.1.4.3.2, 4.3.6.4), including service-based SLA (SD 4.3.5.1), multi-level SLAs (SD 4.3.5.1, Figure 4.7), service level requirements (SLRs) (SD 4.3.5.2), SLA monitoring (SLAM) chart (SD 4.3.5.5, CSI Figure 4.4) service review (SD 4.3.5.6), service improvement plan (SIP) (SD 4.3.6.3), the relationship between SLM and BRM (SD 4.3.2.1);163
9.5;ITILFND05-05-41 State the purpose, objectives and scope for service catalogue management (SD 4.2.1, 4.2.2);171
9.6;ITILFND05-05-42 State the purpose, objectives and scope for availability management (SD 4.4.1, 4.4.2), including service availability (SD 4.4.4.2), component availability (SD 4.4.4.2), reliability (SD 4.4.4.3), maintainability (SD 4.4.4.3), serviceability (SD 4.4.4.3), vital business functions (VBF) (SD 4.4.4.3);173
9.7;ITILFND05-05-43 State the purpose, objectives and scope for information security management (ISM) (SD 4.7.1, 4.7.2), including information security policy (SD 4.7.4.1);179
9.8;ITILFND05-05-44 State the purpose, objectives and scope for supplier management (SD 4.8.1, 4.8.2.), including supplier categories (SD 4.8.5.3, Figure 4.28);181
9.9;ITILFND05-05-45 State the purpose, objectives and scope for capacity management (SD 4.5.1, 4.5.2), including capacity plan (SD 4.5.6.3), business capacity management (SD 4.5.4.3), service capacity management (SD 4.5.4.3), component capacity management (SD 4.5.4.3);185
9.10;ITILFND05-05-46 State the purpose, objectives and scope for IT service continuity management (SD 4.6.1, 4.6.2), including the purpose of business impact analysis (BIA) (SD 4.6.5.2), risk assessment (SD 4.6.5.2);189
9.11;ITILFND05-05-47 State the purpose, objectives and scope for design coordination (SD 4.1.1, 4.1.2);193
9.12;ITILFND05-05-51 Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for change management (ST 4.2.1, 4.2.2, 4.2.4.6, 4.2.6.4, 4.2.6.5), including types of change request (ST 4.2.4.3), change models (ST 4.2.4.5), remediation planning (ST 4.2.4.8), change advisory board / emergency change advisory board (ST 4.2.5.10, 4.2.5.11), lifecycle of a normal change (ST 4.2.5, Figure 4.2);195
9.13;ITILFND05-05-61 State the purpose, objectives and scope for release and deployment management (ST 4.4.1, 4.4.2), including four phases of release and deployment (ST 4.4.5, Figure 4.23);209
9.14;ITILFND05-05-62 State the purpose, objectives and scope for knowledge management (ST 4.7.1, 4.7.2), including Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS (ST 4.7.4.2, 4.7.4.3, Figure 4.36);211
9.15;ITILFND05-05-63 State the purpose, objectives and scope for service asset and configuration management (SACM) (ST 4.3.1, 4.3.2);215
9.16;ITILFND05-05-64 State the purpose, objectives and scope for transition planning and support (ST 4.1.1, 4.1.2);217
9.17;ITILFND05-05-71 Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for incident management (SO 4.2.1, 4.2.2, 4.2.4.2, 4.2.5, 4.2.6.4);219
9.18;ITILFND05-05-72 Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for problem management (SO 4.4.1, 4.4.2, 4.4.4.2, 4.4.5, 4.4.6.4), not section on problem analysis techniques (4.4.4.3);233
9.19;ITILFND05-05-81 State the purpose, objectives and scope for event management (SO 4.1.1, 4.1.2);243
9.20;ITILFND05-05-82 State the purpose, objectives and scope for request fulfillment (SO 4.3.1, 4.3.2);245
9.21;ITILFND05-05-83 State the purpose, objectives and scope for access management (SO 4.5.1, 4.5.2);247
9.22;ITILFND05-05-91 State the purpose, objectives and scope for the seven-step improvement process (CSI 3.9.3.1, 4.1, 4.1.1, 4.1.2, Figure 3.4);249
10;CHAPTER 6 ITILFND06 FUNCTIONS (60M);252
10.1;ITILFND06-06-1 Explain the role, objectives and organizational structures for the service desk function (SO 6.3, 6.3.1, 6.3.2, 6.3.3, Figures 6.2, 6.3, 6.4);253
10.2;TILFND06-06-2 State the role and objectives of the technical management function (SO 6.4.1, 6.4.2), the application management function (SO 6.6.1, 6.6.2) with application development (SO 6.6.6.1, Table 6.2), and the IT operations management function (IT operations control and facilities management) (SO 6.5.1, 6.5.2);255
11;CHAPTER 7 ITILFND07 ROLES (45M);260
11.1;ITILFND07-07-1 Account for the role and the responsibilities of the process owner (SD 6.3.2), process manager (SD 6.3.3), process practitioner (SD 6.3.4), and service owner (SD 6.3.1);261
11.2;ITILFND07-07-2 Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure (SD 3.7.4.1, Table 3.2, not RACI-VS or RASCI);265
12;CHAPTER 8 ITILFND08 TECHNOLOGY AND ARCHITECTURE;270
12.1;ITILFND08-08-2 Understand how service automation assists with expediting service management processes (SS 7.1);271
13;CHAPTER 9 ITILFND09 COMPETENCE AND TRAINING (15M, NON-EXAMINABLE);278
13.1;ITILFND09-09-1 Competence and skills for service management (SD 6.5.1);279
13.2;ITILFND09-09-2 Competence and skills framework (SD 6.5.2);280
13.3;ITILFND09-09-3 Training (SD 6.5.3);281
14;CHAPTER 10 ITILFND10 MOCK EXAM (120M INCLUSIVE OF REVISION);284
14.1;ITILFND10-10-1 Sit a minimum of one ITIL Foundation mock exam;285
Introduction
This study guide provides the reader with a tool for preparing for the ITIL® Foundation 2011 Edition Foundation certification examination. It includes the core material required for the examination as defined in the course syllabus, along with practical questions, tips and examples to reinforce concepts learned and facilitate the application of learning at individual, team, and organizational levels. This guide is intended for candidates preparing to take the ITIL® Foundation 2011 Edition certification course and examination. Readers can also use the publication Foundations of ITIL V3 or the ITIL Core volumes (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement) for more detailed context and guidance. Using this Study Guide
This study guide is based on The ITIL Foundation Certificate in IT Service Management SYLLABUS v5.3. Where there are gaps in syllabus reference sequence numbers in this publication, for example, there is an ITILFND02-02-2 but no 02-1, an ITILFND03-03-21 and 03-24 but no 03-22 and 03-23, these are not errors, as these gaps exist in the syllabus and this book is intended to precisely map to the syllabus. Where the syllabus specifies “understand” as a verb for a learning objective, strongly recommend that students should not only be able to ‘understand’; but also be able to ‘explain’ as it is a skill that can be demonstrated. Syllabus entries have also been modified make sense standing alone, without reference to superordinate or subordinate materials, and to preserve completeness and traceability back to the syllabus and source publications when viewed in isolation. For example, they have been prefixed with their corresponding unit number, for example, entry 01-1 has been prefixed with ITILFND01 (the unit number), and where syllabus entries contain subbullets, these entries have been combined into a single syllabus reference. In some cases for readability of section headings, acronyms have been used (for example CSI for continual service improvement). For each unit, the timing (for example, 90m for ITILFND01) refers to the minimum study period recommended by the syllabus. Where no minimum study period is recommended, it is because the content is recommended to be covered as part of other units. What is ITIL?
The Information Technology Infrastructure Library (ITIL) offers a systematic approach to the delivery of quality IT service. ITIL was developed in the 1980s and 1990s by the UK government Central Computer and Telecommunications Agency (CCTA), later the Office of Government Commerce (OGC) and now subsumed into the Cabinet Office, under contract to the UK Government, with the objective of ensuring better use of IT services and resources. Since it was introduced, ITIL has provided not only a best practice framework, but also the approach and philosophy shared by the people who work with it in practice. ITIL was updated the first time in 2000-2002 (V2), again in 2007 (ITIL V3), and then in 2011 (ITIL® 2011 edition) The ITIL® 2011 edition updates to the 2007 edition ITIL publications were released 29 July 2011. The ITIL® 2011 edition publications were designed to be easier to read and understand, to relate more clearly to one another and to correct issues to provide more clarity, consistency, correctness and completeness. The ITIL® 2011 edition updates did not change core ITIL process areas and principles significantly, as the focus of the updates was on clarity and not on introducing new concepts. The publication (and therefore, the course and examination) most impacted by the ITIL® 2011 edition updates is the ITIL Service Strategy publication, as this is where much of the focus for the 2011 edition updates was placed. New syllabi and examinations based on the 2011 Edition publications were made available 8 August 2011. Existing certificate holders need not recertify. Several organizations are involved in promoting the adoption of the best practices described in ITIL and associated examination schemes. • The UK Government Cabinet Office – Owner of ITIL, promoter of best practices in numerous areas including IT Service Management. • itSMF (IT Service Management Forum) – A global, independent, internationally recognized not-for-profit organization dedicated to support the development of IT Service Management, e.g. through publications in the ITSM Library series. It consists of a growing number of national chapters (40+), with itSMF International as the controlling body. • APM Group – In 2006, OGC contracted the management of ITIL rights, the certification of ITIL examinations, and accreditation of training organizations to the APM Group (APMG), a commercial organization. APMG defines the certification and accreditation schemes for the ITIL examinations, and publishes the associated certification scheme. • Examination institutes – To support the worldwide delivery of the ITIL examinations, APMG has accredited ten examination institutes as of the time of publication: APMG-International, BCS-ISEB, CERT-IT, CSME, DANSK-IT, DF Certifiering AB, EXIN, Loyalist Certification Services, PEOPLECERT Group, and TÜV SÜD Akademie. For more information, see http://www.itil-officialsite.com/ExaminationInstitutes/ExamInstitutes.aspx • Publishing organizations – TSO publishes the Core ITIL framework within 5 titles. A number of publishers also produce derivative works based on the framework under licence. ITIL examinations
There are four qualification levels: • ITIL Foundation – aimed at basic knowledge of, and insight into, the core principles and processes of ITIL. This qualification is positioned at the same level as ITIL V2 Foundation examination. • ITIL Intermediate – based on two workstreams, one based on the Service Lifecycle, and one based on practitioner capabilities. • ITIL Expert – aimed at those individuals who are interested in demonstrating a high level of knowledge in ITIL in entirety • ITIL Master - aimed at people that are experienced in the industry – typically, but not exclusively, senior practitioners, senior consultants, senior managers or executives, with five or more years’ relevant experience. All candidates must hold the ITIL Expert qualification. For each element in the scheme a number of credits can be obtained that can be used to obtain the ITIL Expert qualification. Further information on the actual status of this system can be found at the ITIL Official Site: http://www.itil-officialsite.com/. Structure of this study guide
This study guide provides you with a tool for preparing for the ITIL Foundation certification examination. It includes the examinable content required for the examination as defined in the official course syllabus. Using this Study Guide
The text is organized in Units deliberately to help the students: for clarity it does not follow the sequential texts of the core ITIL titles. For the most part, this study guide is structure with two facing pages. The left facing page contains the ITIL content that the syllabus requires the Foundation examination to cover, including a syllabus reference and the associated definitions, concepts and models from ITIL materials. Definitions are denoted with a colored box, for example: Business case (SS) Justification for a significant item of expenditure. The business case includes information about costs, benefits, options, issues, risks and possible problems. See also cost benefit analysis. In many cases, the right facing page contains examples, memory aids and practical guidance developed by IT Service Management Practitioners. The purpose of this content is to drive the ITIL concepts home, to make them memorable so that you can recall them for the exam, and to provide some ideas as to how to get started applying the concepts once back on the job. In some cases, mostly in the section that covers the ITIL processes, there is no right-facing page; this is due to the volume of generic material that is required to be covered for that topic by the syllabus. Throughout this guide references to the ITIL Foundation syllabus are included so that you can map what is covered here back to the syllabus, and through the syllabus reference, back to the ITIL books themselves. For example: ITILFND01-01-1 Describe the concept of best practices in the public domain (SS 2.1.7)
This is a reference to section to unit ITILFND01, topic 01-1 of the syllabus, which covers the concept of good practice; this syllabus entry references the Service Strategy (SS) book, section 2.1.7 for further information. Syllabus references use acronyms for each book, as follows: • Service Strategy (SS) • Service Design (SD) • Service Transition (ST) • Service Operation (SO) • Continual Service Improvement (CSI) This study guide illustrates each syllabus topic in capsule form, along with a relevant example or mnemonic or other device to help make the topic stick; syllabus references are provided so you can trace them back to the full ITIL book coverage of the topic for more information. This study guide and the syllabus references...
