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Passing your ITIL foundation exam

Author: Christian F Nissen
Publisher: London : Tso, 2012. ©2012
Series: IT infrastructure library.; Best management practice (Stationery Office (Great Britain))
Edition/Format:   eBook : Document : National government publication : English : Third editionView all editions and formats
Summary:
This bestselling study aid 'Passing your ITIL Foundation Exam - 2011 Edition' is the ideal companion for students preparing for their ITIL Foundation Exam.
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Genre/Form: Electronic books
Study guides
Additional Physical Format: Print version:
Passing your ITIL foundation exam.
London : Tso, 2012
(OCoLC)795762470
Material Type: Document, Government publication, National government publication, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Christian F Nissen
ISBN: 9780113313563 011331356X
OCLC Number: 946007807
Notes: State of responsibility from acknowledgements page.
Includes index.
"Updated to the 2011 syllabus"
Description: 1 online resource (201 pages)
Contents: Passing your ITIL® Foundation Exam; Contents; List of figures and tables; Cabinet Office foreword; Chief Examiner's foreword; The Official ITIL Accreditor's foreword; Acknowledgements; 1 The ITIL qualification scheme; 1.1 Levels of qualification; Figure 1.1 The ITIL qualification scheme; 1.1.1 ITIL Foundation certificate in IT service management; 1.1.2 ITIL Intermediate qualification certificates in IT service management; 1.1.3 Managing Across the Lifecycle (MALC); 1.1.4 ITIL Expert in IT service management certificate; 1.1.5 ITIL Master in IT service management certificate. 1.2 Qualifications bodies1.2.1 Cabinet Office; 1.2.2 APM Group; 1.2.3 Examination institutes; 1.2.4 Accredited training organizations; 1.2.5 itSMF International; 1.3 The ITIL Foundation certificate in IT service management; 1.3.1 Purpose; 1.3.2 Target group; 1.3.3 Prerequisites; 1.3.4 Learning objectives; 1.3.5 Reference; 1.4 About this publication; 2 Introduction to service management; 2.1 Services and service management; 2.1.1 Services; 2.1.2 Service types; 2.1.3 Core, enabling and enhancing services; Figure 2.1 Internal, external and supporting services; 2.1.4 Service packaging. Table 2.1 Examples of core, enabling and enhancing services2.1.5 Service value: utility and warranty; Figure 2.2 Service packages can contain other service packages; Figure 2.3 Value is created from service utilities and warranties; 2.1.6 Service assets: resources and capabilities; Table 2.2 Examples of capabilities and resources; 2.1.7 Service composition; Figure 2.4 Service composition; 2.1.8 Service management; Figure 2.5 Service management is the act of transforming resources into valuable services; 2.1.9 Stakeholders in service management; 2.2 Processes, functions and roles. 2.2.1 ProcessesFigure 2.6 Process model; 2.2.2 Functions; 2.2.3 Roles; Table 2.3 An example of a simple RACI matrix; 2.2.4 Competence and skills framework; 2.3 Best practice; Figure 2.7 Overview of Chapter 2; 2.4 Sample questions; 3 ITIL and the service lifecycle; 3.1 The ITIL service management practices; 3.2 Why ITIL?; 3.3 The service lifecycle; Figure 3.1 The ITIL service lifecycle; 3.3.1 Service strategy; 3.3.2 Service design; 3.3.3 Service transition; 3.3.4 Service operation; 3.3.5 Continual service improvement; Figure 3.2 Overview of Chapter 3; 4 Service strategy. 4.1 Purpose and objectives4.2 Scope; 4.3 Business value; 4.4 Key principles; 4.4.1 Value; Figure 4.1 Components of value; Figure 4.2 How customers perceive value; 4.4.2 Patterns of business activity; 4.4.3 Service portfolio; Figure 4.3 The service portfolio; 4.4.4 Service catalogue; Figure 4.4 A two-view service catalogue; Figure 4.5 A three-view service catalogue; 4.4.5 Business case; 4.4.6 Governance; Table 4.1 Example of a business case structure; 4.4.7 Management of risk; Figure 4.6 Risk assessment and management; 4.5 Processes; 4.5.1 Service portfolio management.
Series Title: IT infrastructure library.; Best management practice (Stationery Office (Great Britain))
Responsibility: [author, Christian F. Nissen].

Abstract:

This bestselling study aid 'Passing your ITIL Foundation Exam - 2011 Edition' is the ideal companion for students preparing for their ITIL Foundation Exam.

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