ITIL Foundation Essentials
IT Governance Publishing (Verlag)
978-1-84928-399-1 (ISBN)
Prepare for the ITIL Foundation exam ITIL is best practice for IT Service Management, developed by the UK government and globally adopted in both the public and private sectors. ITIL is not prescriptive, but rather it is a framework that organizations can adopt and adapt. The Foundation Certificate is the entry-level ITIL qualification that offers candidates a general awareness of the key elements, concepts, and terminology used in the ITIL service life cycle. The aforementioned elements, concepts, and terminology of ITIL have been condensed into this pocket guide to provide candidates with the essential facts they need in order to pass the ITIL Foundation exam. All you need to know to achieve ITIL Foundation Certification An official ITIL(R) Licensed product, ITIL(R) Foundation Essentials is a distillation of critical information-no waffle or padding; just exactly what you need to understand how to pass the ITIL Foundation exam. Written for self-study candidates, ITIL community training delegates, itSMF/BCS members, and V2 Foundation Certificate holders who have yet to take an upgraded exam, this pocket guide is fully aligned with the ITIL 2011 core volumes.
Project managers who are looking to expand their qualifications and IT contractors or consultants who don't want to take time out from their day jobs to attend a course will also find this pocket guide an essential companion to their studies and education. The complete ITIL Foundation syllabus The essential companion for those studying the ITIL Foundation syllabus, the pocket guide covers key areas including: *A basic introduction to ITIL and a description of service classifications (core, enabling, enhancing) and an outline of internal and external services. *A point-by-point summary of the purpose, objectives, scope, and value of the five stages of the service life cycle that form the ITIL core-from strategy and design through to transition, operation, and continual service improvement (CSI). *Separate sections in the guide are dedicated to describing ITIL key concepts and terminology (including "stakeholders" and "processes, functions, and roles") and throughout the pocket guide the wide range of 3, 4, and 5 letter ITIL acronyms (including PBA, FMITS, BRM, SLM, OLA, SLR, VBF, ITSCM, SACM, RADM) are expanded and explained.
*A brief summary of the ITIL qualification scheme and the Foundation exam. The ideal revision guide for the ITIL Foundation examination
Claire Agutter has been an ITIL principal lecturer since 2007. She has been involved in exam panels for ITIL V2 and V3, and she has provided online ITIL training to hundreds of successful Foundation delegates through IT Training Zone Ltd.
Introduction1 Chapter 1: Introducing ITIL3 Chapter 2: Services5 Service classifications6 Internal and external services6 Types of service7 Chapter 3: Service Management9 Service management as a professional practice9 IT service management10 Chapter 4: Stakeholders11 Chapter 5: Processes, Functions, Roles13 Processes13 Functions14 Roles14 Chapter 6: The Service Lifecycle17 Service Strategy18 Service Design20 Service Transition21 Service Operation23 Continual Service Improvement (CSI)24 Chapter 7: Service Strategy27 Concept: Value creation27 Concept: Utility and warranty29 Concept: Risk management30 Concept: Governance30 Concept: Patterns of Business Activity (PBA)31 Service Strategy processes31 Chapter 8: Service Design39 Model: 4 Ps39 Concept: Five major aspects of Service Design40 Service Design processes42 Chapter 9: Service Transition63 Service Transition processes63 Chapter 10: Service Operation87 Concept: The importance of communication87 Service Operation processes90 Service Operation functions106 Chapter 11: Continual Service Improvement (CSI)113 The CSI approach113 Measurement113 The Deming Cycle116 The Seven-Step Improvement Process117 The CSI register121 Chapter 12: Roles123 Process owner123 Process manager123 Process practitioner124 Service owner125 The RACI Model125 Chapter 13: Service Management Automation127 Planning for automation128 Chapter 14: Service Management Skills and Training129 Chapter 15: The ITIL Qualification Scheme131 Chapter 16: The Foundation Exam133 ITG Resources135
| Erscheint lt. Verlag | 2.11.2012 |
|---|---|
| Zusatzinfo | black & white illustrations |
| Verlagsort | Ely |
| Sprache | englisch |
| Maße | 99 x 167 mm |
| Gewicht | 127 g |
| Themenwelt | Schulbuch / Wörterbuch ► Lexikon / Chroniken |
| Mathematik / Informatik ► Informatik | |
| Wirtschaft ► Betriebswirtschaft / Management ► Projektmanagement | |
| ISBN-10 | 1-84928-399-0 / 1849283990 |
| ISBN-13 | 978-1-84928-399-1 / 9781849283991 |
| Zustand | Neuware |
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