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ITIL Foundation Exam Study Guide.

By: Contributor(s): Language: eng. Publication details: UK Wiley 2012Description: xxxvi, 371 páginas; fig, tablasISBN:
  • 9781119942757
Subject(s): DDC classification:
  • 658.404 G162
Contents:
Introduction xvii Assessment Test xxvii Chapter 1 Service Management as a Practice 1 Best-Practice Approaches and ITIL 2 Why Is ITIL So Successful? 4 Services, Customers, and Stakeholders 5 Identifying Types of Service 6 Understanding the Customer, Internal and External 7 Differentiating Between Internal and External Services 8 Who Are the Stakeholders in Service Management? 11 Understanding the Concepts of Service Management and IT Service Management 12 Service Management 12 IT Service Management 13 IT Service Provider Types 13 Understanding Processes and Functions 14 Processes in the Service Lifecycle 14 The Process Model 14 Process Characteristics 16 Organizing for Service Management 17 Introducing the Service Lifecycle 20 Summary 21 Exam Essentials 22 Review Questions 23 Chapter 2 Understanding Service Strategy 25 Understanding the Service Strategy Stage 26 Purpose and Objectives of Service Strategy 26 Setting the Scope for Service Strategy 27 What Value Does Service Strategy Provide to the Business? 27 Demonstrating the Value of Services 28 Understanding Key Concepts of Service Strategy 31 Utility and Warranty in Value Creation 31 Assets, Resources, and Capabilities 32 Governance and Its Place in the Lifecycle 34 Management of Risk in Service Management 34 Understanding Patterns of Business Activity 36 Summary 38 Exam Essentials 38 Review Questions 40 Chapter 3 Service Strategy Processes 43 Understanding Service Portfolio Management 44 Purpose of SPM 44 Objectives of SPM 45 Scope of SPM 45 The Service Portfolio 46 Understanding the Financial Management Process 47 Purpose of Financial Management 47 Objectives of Financial Management 48 Scope of Financial Management 48 Preparing and Using a Business Case 50 Understanding the Business Relationship Management Process Purpose of the BPM Process 53 Objectives of the BPM Process 53 Scope of the BPM Process 54 Summary 57 Exam Essentials 58 Review Questions 59 Chapter 4 Understanding Service Design 61 Understanding the Purpose, Objectives, and Scope for Service Design 62 The Purpose of Service Design 63 The Objectives of Service Design 63 The Scope of Service Design 63 The Value Service Design Provides to the Business 64 Describing the Service 64 Four Key Elements of Service Design 65 People 66 Processes 66 Products 66 Partners 67 Building the Service 67 Five Major Aspects of Service Design 68 Service Solutions 69 Management Information Systems and Tools 70 Architectures 70 Measurement Systems 71 Processes 71 Summary 71 Exam Essentials 72 Review Questions 73 Chapter 5 Service Level Management: Aligning IT with Business Requirements 77 The Purpose, Objectives, and Scope of Service Level Management 78 Capturing Service Level Requirements 81 Understanding the Service Level Agreement 82 What Does an SLA Contain? 83 Building the SLA 84 Structuring the Agreement 86 Monitoring and Improving Service Delivery 88 Reviewing the Service with the Customer 90 Taking Steps to Improve: The Service Improvement Plan 91 Interfacing with Other Service Management Processes 91 Summary 92 Exam Essentials 92 Review Questions 94 Chapter 6 The Other Service Design Processes 97 Service Catalog Management 98 Understanding the Service Catalog 99 Purpose of the Service Catalog Management Process 101 Objectives of the Service Catalog Management Process 102 Scope of the Service Catalog Management Process 102 Availability Management 103 Defining Availability 103 Purpose of Availability Management 104 Objectives of Availability Management 104 Scope of Availability Management 105 Understanding the Effect of Downtime on Vital Business Functions 105 Improving Availability 106 Information Security Management 111 Purpose, Objectives, and Scope of Information Security Management 111 Producing an Information Security Policy 112 Educating Staff About Security 113 Supplier Management 114 The Purpose and Objectives of Supplier Management 115 What Is Covered by Supplier Management? 116 Supplier Categorization 116 Capacity Management 119 Delivering What Is Required, When It Is Required 120 What Should Capacity Management Include? 120 The Capacity Management Subprocesses 122 Planning for the Future: The Capacity Plan and CMIS 125 IT Service Continuity Management 126 What Does ITSCM Aim to Achieve? 127 What Is Included in ITSCM? 128 Assessing Business Impact 129 Assessing Risk 131 Design Coordination 133 Summary 135 Exam Essentials 135 Review Questions 138 Chapter 7 Service Design Roles 143 Roles and Responsibilities in Service Management 144 Service Owner 145 Process Owner 146 Process Manager 148 Process Practitioner 148 Designing Roles Using the RACI Model 149 Competence and Training 152 Competence and Skills for Service Management 152 Competence and Skills Framework 153 Specific Training in the ITIL Framework 153 Summary 155 Exam Essentials 155 Review Questions 156 Chapter 8 Understanding Service Transition and the Change Management Processes 159 Understanding Service Transition 160 The Purpose of Service Transition 160 The Objectives of Service Transition 161 The Scope of Service Transition 162 The Value of Service Transition to the Business 162 Introduction to the Change Management Process 163 The Purpose of the Change Management Process 163 Objectives of the Change Management Process 164 Scope of the Change Management Process 165 Types of Change 166 The Role of the Change Advisory Board 175 How the Change Management Process Interfaces with Other Service Management Processes 176 Summary 177 Exam Essentials 178 Review Questions 180 Chapter 9 Service Transition Processes 183 Transition Planning and Support 184 The Purpose of Transition Planning and Support 185 The Objectives of Transition Planning and Support 186 The Scope of Transition Planning and Support 187 Service Asset and Configuration Management 187 The Purpose of the SACM Process 188 The Objectives of the SACM Process 188 The Scope of the SACM Process 189 The Description and Definition of Configuration Items 190 The Description of the Configuration Model 192 Using the Configuration Management System 193 Using the Definitive Media Library 195 Knowledge Management 196 The Purpose of Knowledge Management 196 The Objectives of Knowledge Management 197 The Scope of Knowledge Management 198 Using the Data-Information-Knowledge-Wisdom Structure 198 Using the Service Knowledge Management System 200 Release and Deployment Management 201 The Purpose of the Release and Deployment Management Process 202 The Objectives of the Release and Deployment Management Process 202 The Scope of the Release and Deployment Management Process 203 Creating the Release Policy 204 Managing the Four Phases of Release and Deployment 205 Summary 206 Exam Essentials 207 Review Questions 209 Chapter 10 Delivering the Service: The Service Operation Lifecycle Stage 211 Understanding the Purpose, Objectives, and Scope of Service Operation 212 The Purpose of Service Operation 212 The Objectives of Service Operation 213 The Scope of Service Operation 213 The Value Service Operation Delivers to the Business 214 Organizing for Service Operations 215 Technical Management 215 Applications Management 216 Operations Management 219 Objectives 221 Overlapping Responsibilities Between Functions 221 The Service Desk Function 223 Summary 231 Exam Essentials 231 Review Questions 233 Chapter 11 The Major Service Operation Processes 237 Incidents and Problems: Two Key Service Management Concepts 238 Incident Management 238 The Purpose of Incident Management 239 The Objectives of Incident Management 239 The Scope of Incident Management 240 Basic Concepts for Incident Management 240 Managing Incidents 243 Interfaces Between Incident Management and the Lifecycle Stages 252 Problem Management 253 The Purpose, Objectives, and Scope of Problem Management 254 Problem Management Concepts 255 Managing Problems: The Problem Management Process 257 Interfaces 261 Service Strategy 261 Service Design 262 Service Transition 262 Continual Service Improvement 263 Summary 263 Exam Essentials 264 Review Questions 265 Chapter 12 The Other Service Operation Processes 267 Event Management 268 The Purpose of Event Management 269 The Objectives of Event Management 269 The Scope of Event Management 270 Monitoring and Event Management 271 Request Fulfillment 271 Purpose 272 Objectives 272 Scope 275 Access Management 275 Purpose 275 Objectives 276 Scope 276 Summary 277 Exam Essentials 278 Review Questions 279 Chapter 13 Understanding Continual Service Improvement 283 Achieving Continual Service Improvement 284 Understanding the Purpose of CSI 284 The Objectives of CSI 285 Setting the Scope for CSI 286 How CSI Provides Value to the Business 287 Utilizing the Continual Service Improvement Approach 287 Capturing Your Improvements 289 Improving Quality with the Deming Cycle 292 The Role of Measurement in CSI 293 The Seven-Step Improvement Process 296 Step 1: Identify the Strategy for Improvement 298 Step 2: Define What You Will Measure 299 Step 3: Gather the Data 300 Step 4: Process the Data 301 Step 5: Analyze the Information and Data 302 Step 6: Present and Use the Information 303 Step 7: Implement Improvement 303 DIKW and the Seven-Step Improvement Process 305 PDCA and the Seven-Step Improvement Process 305 Summary 306 Exam Essentials 306 Review Questions 308 Appendix A Answers to Review Questions 311 Appendix B Sample Foundation Examinations 325 Appendix C About the Additional Study Tools 357 Index 361
Summary: 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.
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Introduction xvii
Assessment Test xxvii
Chapter 1 Service Management as a Practice 1
Best-Practice Approaches and ITIL 2
Why Is ITIL So Successful? 4
Services, Customers, and Stakeholders 5
Identifying Types of Service 6
Understanding the Customer, Internal and External 7
Differentiating Between Internal and External Services 8
Who Are the Stakeholders in Service Management? 11
Understanding the Concepts of Service Management and IT Service Management 12
Service Management 12
IT Service Management 13
IT Service Provider Types 13
Understanding Processes and Functions 14
Processes in the Service Lifecycle 14
The Process Model 14
Process Characteristics 16
Organizing for Service Management 17
Introducing the Service Lifecycle 20
Summary 21
Exam Essentials 22
Review Questions 23
Chapter 2 Understanding Service Strategy 25
Understanding the Service Strategy Stage 26
Purpose and Objectives of Service Strategy 26
Setting the Scope for Service Strategy 27
What Value Does Service Strategy Provide to the Business? 27
Demonstrating the Value of Services 28
Understanding Key Concepts of Service Strategy 31
Utility and Warranty in Value Creation 31
Assets, Resources, and Capabilities 32
Governance and Its Place in the Lifecycle 34
Management of Risk in Service Management 34
Understanding Patterns of Business Activity 36
Summary 38
Exam Essentials 38
Review Questions 40
Chapter 3 Service Strategy Processes 43
Understanding Service Portfolio Management 44
Purpose of SPM 44
Objectives of SPM 45
Scope of SPM 45
The Service Portfolio 46
Understanding the Financial Management Process 47
Purpose of Financial Management 47
Objectives of Financial Management 48
Scope of Financial Management 48
Preparing and Using a Business Case 50
Understanding the Business Relationship Management Process
Purpose of the BPM Process 53
Objectives of the BPM Process 53
Scope of the BPM Process 54
Summary 57
Exam Essentials 58
Review Questions 59
Chapter 4 Understanding Service Design 61
Understanding the Purpose, Objectives, and Scope for Service Design 62
The Purpose of Service Design 63
The Objectives of Service Design 63
The Scope of Service Design 63
The Value Service Design Provides to the Business 64
Describing the Service 64
Four Key Elements of Service Design 65
People 66
Processes 66
Products 66
Partners 67
Building the Service 67
Five Major Aspects of Service Design 68
Service Solutions 69
Management Information Systems and Tools 70
Architectures 70
Measurement Systems 71
Processes 71
Summary 71
Exam Essentials 72
Review Questions 73
Chapter 5 Service Level Management: Aligning IT with Business Requirements 77
The Purpose, Objectives, and Scope of Service Level Management 78
Capturing Service Level Requirements 81
Understanding the Service Level Agreement 82
What Does an SLA Contain? 83
Building the SLA 84
Structuring the Agreement 86
Monitoring and Improving Service Delivery 88
Reviewing the Service with the Customer 90
Taking Steps to Improve: The Service Improvement Plan 91
Interfacing with Other Service Management Processes 91
Summary 92
Exam Essentials 92
Review Questions 94
Chapter 6 The Other Service Design Processes 97
Service Catalog Management 98
Understanding the Service Catalog 99
Purpose of the Service Catalog Management Process 101
Objectives of the Service Catalog
Management Process 102
Scope of the Service Catalog Management Process 102
Availability Management 103
Defining Availability 103
Purpose of Availability Management 104
Objectives of Availability Management 104
Scope of Availability Management 105
Understanding the Effect of Downtime on Vital Business Functions 105
Improving Availability 106
Information Security Management 111
Purpose, Objectives, and Scope of Information Security Management 111
Producing an Information Security Policy 112
Educating Staff About Security 113
Supplier Management 114
The Purpose and Objectives of Supplier Management 115
What Is Covered by Supplier Management? 116
Supplier Categorization 116
Capacity Management 119
Delivering What Is Required, When It Is Required 120
What Should Capacity Management Include? 120
The Capacity Management Subprocesses 122
Planning for the Future: The Capacity Plan and CMIS 125
IT Service Continuity Management 126
What Does ITSCM Aim to Achieve? 127
What Is Included in ITSCM? 128
Assessing Business Impact 129
Assessing Risk 131
Design Coordination 133
Summary 135
Exam Essentials 135
Review Questions 138
Chapter 7 Service Design Roles 143
Roles and Responsibilities in Service Management 144
Service Owner 145
Process Owner 146
Process Manager 148
Process Practitioner 148
Designing Roles Using the RACI Model 149
Competence and Training 152
Competence and Skills for Service Management 152
Competence and Skills Framework 153
Specific Training in the ITIL Framework 153
Summary 155
Exam Essentials 155
Review Questions 156
Chapter 8 Understanding Service Transition and the Change Management Processes 159
Understanding Service Transition 160
The Purpose of Service Transition 160
The Objectives of Service Transition 161
The Scope of Service Transition 162
The Value of Service Transition to the Business 162
Introduction to the Change Management Process 163
The Purpose of the Change Management Process 163
Objectives of the Change Management Process 164
Scope of the Change Management Process 165
Types of Change 166
The Role of the Change Advisory Board 175
How the Change Management Process Interfaces with Other Service Management Processes 176
Summary 177
Exam Essentials 178
Review Questions 180
Chapter 9 Service Transition Processes 183
Transition Planning and Support 184
The Purpose of Transition Planning and Support 185
The Objectives of Transition Planning and Support 186
The Scope of Transition Planning and Support 187
Service Asset and Configuration Management 187
The Purpose of the SACM Process 188
The Objectives of the SACM Process 188
The Scope of the SACM Process 189
The Description and Definition of Configuration Items 190
The Description of the Configuration Model 192
Using the Configuration Management System 193
Using the Definitive Media Library 195
Knowledge Management 196
The Purpose of Knowledge Management 196
The Objectives of Knowledge Management 197
The Scope of Knowledge Management 198
Using the Data-Information-Knowledge-Wisdom Structure 198
Using the Service Knowledge Management System 200
Release and Deployment Management 201
The Purpose of the Release and Deployment Management Process 202
The Objectives of the Release and Deployment Management Process 202
The Scope of the Release and Deployment Management Process 203
Creating the Release Policy 204
Managing the Four Phases of Release and Deployment 205
Summary 206
Exam Essentials 207
Review Questions 209
Chapter 10 Delivering the Service: The Service Operation Lifecycle Stage 211
Understanding the Purpose, Objectives, and Scope of Service Operation 212
The Purpose of Service Operation 212
The Objectives of Service Operation 213
The Scope of Service Operation 213
The Value Service Operation Delivers to the Business 214
Organizing for Service Operations 215
Technical Management 215
Applications Management 216
Operations Management 219
Objectives 221
Overlapping Responsibilities Between Functions 221
The Service Desk Function 223
Summary 231
Exam Essentials 231
Review Questions 233
Chapter 11 The Major Service Operation Processes 237
Incidents and Problems: Two Key Service Management Concepts 238
Incident Management 238
The Purpose of Incident Management 239
The Objectives of Incident Management 239
The Scope of Incident Management 240
Basic Concepts for Incident Management 240
Managing Incidents 243
Interfaces Between Incident Management and the Lifecycle Stages 252
Problem Management 253
The Purpose, Objectives, and Scope of Problem Management 254
Problem Management Concepts 255
Managing Problems: The Problem Management Process 257
Interfaces 261
Service Strategy 261
Service Design 262
Service Transition 262
Continual Service Improvement 263
Summary 263
Exam Essentials 264
Review Questions 265
Chapter 12 The Other Service Operation Processes 267
Event Management 268
The Purpose of Event Management 269
The Objectives of Event Management 269
The Scope of Event Management 270
Monitoring and Event Management 271
Request Fulfillment 271
Purpose 272
Objectives 272
Scope 275
Access Management 275
Purpose 275
Objectives 276
Scope 276
Summary 277
Exam Essentials 278
Review Questions 279
Chapter 13 Understanding Continual Service Improvement 283
Achieving Continual Service Improvement 284
Understanding the Purpose of CSI 284
The Objectives of CSI 285
Setting the Scope for CSI 286
How CSI Provides Value to the Business 287
Utilizing the Continual Service Improvement Approach 287
Capturing Your Improvements 289
Improving Quality with the Deming Cycle 292
The Role of Measurement in CSI 293
The Seven-Step Improvement Process 296
Step 1: Identify the Strategy for Improvement 298
Step 2: Define What You Will Measure 299
Step 3: Gather the Data 300
Step 4: Process the Data 301
Step 5: Analyze the Information and Data 302
Step 6: Present and Use the Information 303
Step 7: Implement Improvement 303
DIKW and the Seven-Step Improvement Process 305
PDCA and the Seven-Step Improvement Process 305
Summary 306
Exam Essentials 306
Review Questions 308
Appendix A Answers to Review Questions 311
Appendix B Sample Foundation Examinations 325
Appendix C About the Additional Study Tools 357
Index 361

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.

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