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ITIL Foundation Handbook.

Author: ItSMF UK.; Claire Agutter
Publisher: London : The Stationery Office Ltd, 2012.
Series: ITIL Key Element Guide Suite.
Edition/Format:   eBook : Document : English
Summary:
The 'ITIL Foundation Handbook: Pocketbook from the Official Publisher of ITIL' is a quick-reference revision guide designed to help students prepare for their foundation exam. It is also a key reference aid for managers, practitioners, vendors and consultants in the workplace and while travelling.
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Genre/Form: Electronic books
Additional Physical Format: Print version:
ItSMF UK.
ITIL Foundation Handbook.
London : The Stationery Office Ltd, ©2012
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: ItSMF UK.; Claire Agutter
ISBN: 9780113313518 0113313519
OCLC Number: 952932285
Notes: Figure 3.1 Architectural relationships.
Description: 1 online resource (316 pages).
Contents: ITIL® Foundation Handbook; Contents; Acknowledgements; About this guide; 1 Introduction; 1.1 Best practice (SS 2.1.7); 1.2 The ITIL framework (SS 1.2, 1.4); Figure 1.1 The ITIL service lifecycle; 1.3 Service management (SS 2.1.1, 2.1.2, 2.1.3); 1.4 Processes and functions (SS 2.2.2, 2.2.3.1); Figure 1.2 Process model; 1.5 Roles; 1.5.1 Process owner (SD 6.3.2); 1.5.2 Process manager (SD 6.3.3); 1.5.3 Process practitioner (SD 6.3.4); 1.5.4 Service owner (SD 6.3.1); 1.5.5 The RACI model (SD 3.7.4.1); 2 Service strategy; 2.1 Purpose, objectives, scope and value of service strategy. 2.1.1 Purpose and objectives (SS 1.1.1)2.1.2 Scope (SS 1.1.2); 2.1.3 Value to business (SS 1.1.4); 2.2 Key principles; 2.2.1 Utility and warranty (SS 2.1.6); 2.2.2 Value creation through services; Figure 2.1 Components of value; Figure 2.2 How customers perceive value; 2.2.3 Assets, resources and capabilities (SS 2.2.1); Figure 2.3 The interaction of service provider and customer assets; Figure 2.4 Service management optimizes the performance of service assets; 2.2.4 Patterns of business activity (SS 4.4.5.2); 2.2.5 Service portfolio (SS 4.2.4.1); Figure 2.5 The service portfolio. 2.2.6 Governance (SS 2.3.1)2.2.7 Business case (SS 3.6.1.1); 2.2.8 Risk management (SS 5.6.5.1, 5.6.5.2); 2.2.9 Service providers (SS 2.1.4); 2.2.10 Stakeholders in service management (SS 2.1.5); 2.2.11 Internal and external customers (SS 3.2.1.2); 2.2.12 Internal and external services (SS 3.2.2.3); Figure 2.6 Internal and external services; 2.2.13 Service model (SS 3.4.7); 2.3 Processes and activities; 2.3.1 Service portfolio management (SS 4.2); Table 2.1 Examples of critical success factors and key performance indicators for service portfolio management. 2.3.2 Financial management for IT services (SS 3.6.1.1, 4.3.1, 4.3.2)Table 2.2 Examples of critical success factors and key performance indicators for financial management for IT services; 2.3.3 Business relationship management (SS 4.5); Table 2.3 Examples of critical success factors and key performance indicators for business relationship management; 2.3.4 Strategy management for IT services (SS 4.1); Table 2.4 Examples of critical success factors and key performance indicators for strategy management for IT services; 2.3.5 Demand management (SS 4.4). Table 2.5 Examples of critical success factors and key performance indicators for demand management2.4 Technology considerations (SS 7.1); 2.4.1 Service automation; 2.4.2 Service analytics and instrumentation; Figure 2.7 The flow from data to wisdom; 3 Service design; 3.1 Purpose, objectives, scope and value of service design; 3.1.1 Purpose and objectives (SD 1.1.1); 3.1.2 Scope (SD 1.1.2); 3.1.3 Value to business (SD 1.1.4); 3.2 Key principles; 3.2.1 The four Ps of service design (SD 3.1.5); 3.2.2 Balanced service design (SD 3.3); 3.2.3 The five design aspects (SD 3.1.1).
Series Title: ITIL Key Element Guide Suite.
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Abstract:

The 'ITIL Foundation Handbook: Pocketbook from the Official Publisher of ITIL' is a quick-reference revision guide designed to help students prepare for their foundation exam. It is also a key reference aid for managers, practitioners, vendors and consultants in the workplace and while travelling.

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