Buch, Englisch, 408 Seiten, Format (B × H): 184 mm x 233 mm, Gewicht: 742 g
ISBN: 978-1-119-94275-7
Verlag: John Wiley & Sons Inc
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.
Autoren/Hrsg.
Fachgebiete
- Wirtschaftswissenschaften Betriebswirtschaft Wirtschaftsinformatik, SAP, IT-Management
- Mathematik | Informatik EDV | Informatik EDV & Informatik Allgemein EDV: Zertifizierung
- Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Medien-, Informations und Kommunikationswirtschaft Informationstechnik, IT-Industrie
- Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
Weitere Infos & Material
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 52
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 Manag
