ITIL Foundation exam study guide / Helen Morris; Liz Gallacher

By:

Morris, Helen [aut]

Contributor(s):

Gallacher, Liz [aut]

Resource type: Ressourcentyp: Buch (Online)Book (Online)Language: English Publisher: Chichester : John Wiley & Sons, 2012Edition: Online-AusgDescription: Online-Ressource (1 online resource (xxxvi, 371 p.)) : illISBN:

9781119942757
1119942756
9781283571364
1283571366
9781119943631

Subject(s):

Additional physical formats: 1283560607 | 9781119942757 | Druckausg.: 1-283-56060-7 | Druckausg.: 978-1-11-994275-7 DDC classification:

004.068
658.4038

LOC classification:

T58.64

Online resources:

Zugang im Netz des KIT

Summary: 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.Summary: Cover -- Title Page -- Copyright -- Acknowledgments -- About the Authors -- Contents -- Introduction -- How to Contact the Authors -- ITIL Foundation Exam Objectives -- Assessment Test -- Chapter 1: Service Management as a Practice -- Best-Practice Approaches and ITIL -- Why Is ITIL So Successful? -- Services, Customers, and Stakeholders -- Identifying Types of Service -- Understanding the Customer, Internal and External -- Differentiating Between Internal and External Services -- Who Are the Stakeholders in Service Management? -- Understanding the Concepts of Service Management and IT Service Management -- Service Management -- IT Service Management -- IT Service Provider Types -- Understanding Processes and Functions -- Processes in the Service Lifecycle -- The Process Model -- Process Characteristics -- Organizing for Service Management -- Introducing the Service Lifecycle -- Summary -- Exam Essentials -- Review Questions -- Chapter 2: Understanding Service Strategy -- Understanding the Service Strategy Stage -- Purpose and Objectives of Service Strategy -- Setting the Scope for Service Strategy -- What Value Does Service Strategy Provide to the Business? -- Demonstrating the Value of Services -- Understanding Key Concepts of Service Strategy -- Utility and Warranty in Value Creation -- Assets, Resources, and Capabilities -- Governance and Its Place in the Lifecycle -- Management of Risk in Service Management -- Understanding Patterns of Business Activity -- Summary -- Exam Essentials -- Review Questions -- Chapter 3: Service Strategy Processes -- Understanding Service Portfolio Management -- Purpose of SPM -- Objectives of SPM -- Scope of SPM -- The Service Portfolio -- Understanding the Financial Management Process -- Purpose of Financial Management -- Objectives of Financial Management -- Scope of Financial Management.PPN: PPN: 809869144Package identifier: Produktsigel: ZDB-26-MYL | ZDB-30-PAD | ZDB-30-PQE

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