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E-raamat: Become ITIL Foundation Certified in 7 Days: Learning ITIL Made Simple with Real-life Examples

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  • Formaat: EPUB+DRM
  • Ilmumisaeg: 30-Dec-2016
  • Kirjastus: APress
  • Keel: eng
  • ISBN-13: 9781484221648
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Become ITIL Foundation Certified in 7 Days: Learning ITIL Made Simple with Real-life ExamplesSuurem pilt
  • Formaat: EPUB+DRM
  • Ilmumisaeg: 30-Dec-2016
  • Kirjastus: APress
  • Keel: eng
  • ISBN-13: 9781484221648
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Pass the ITIL Foundation examination by learning the basics of ITIL and working through real-life examples. This book breaks the course down for studying in 7 days with 3 hours a day, which means at the end of a week you are ready to pass the exam. Youll also see tips and an array of sample questions, as well as FAQs on ITIL. All this will prepare you for the examination and give you the knowledge required to pass with flying colors.After using Become ITIL Foundation Certified in 7 Days and earning the ITIL Foundation certification, youll be well placed to get the career you always wanted.What You Will LearnGain ITIL basics – the entire syllabus designed of the ITIL Foundation certificationObtain a deep-rooted understanding of ITIL topics and not textbook knowledgePrepare for the ITIL Foundation examinationSort out career-related queries and decide whether ITIL will aid your careerWho This Book Is ForIT professionals from the IT services industry are the primary audience. 
About the Author xv
About the Technical Reviewer xvii
Acknowledgments xix
Preface xxi
Introduction xxiii
Chapter 1 Service Management as a Practice
1(16)
1.1 Importance of Service Management
1(1)
1.2 Introduction to IT Service Management
2(1)
1.3 Welcome to the World of ITIL
2(1)
1.4 Why ITIL Is Successful
3(2)
1.4.1 ITIL Is Based on Best Practices
4(1)
1.4.2 ITIL Is Nonprescriptive
4(1)
1.4.3 ITIL Is Vendor and Technology Neutral
4(1)
1.4.4 ITIL Is Nonproprietary
4(1)
1.5 Best Practices Trump Proprietary Knowledge
5(1)
1.6 Introduction to IT Service
5(2)
1.6.1 Understanding the Definition
5(1)
1.6.2 Understanding ITIL with a Non-IT Example
6(1)
1.7 Main Stakeholders in Service Management
7(1)
1.7.1 Customers
7(1)
1.7.2 Users
7(1)
1.7.3 Suppliers
7(1)
1.8 Internal and External Customers
8(1)
1.8.1 The Concept
8(1)
1.8.2 The Difference
9(1)
1.9 Processes
9(3)
1.9.1 Characteristics of a Process
10(1)
1.9.2 The Process Model
11(1)
1.10 Functions
12(1)
1.11 Intersect Between Processes and Functions
13(1)
1.12 Practice Exercises
14(1)
1.13 Summary
15(2)
Chapter 2 Generic Concepts
17(16)
2.1 Utility and Warranty
17(5)
2.1.1 Elements That Create Value
18(1)
2.1.2 Utility of a Service
19(1)
2.1.3 Warranty of a Service
20(2)
2.2 Assets, Resources, and Capabilities
22(2)
2.2.1 Resources
23(1)
2.2.2 Capabilities
23(1)
2.2.3 Assets
24(1)
2.3 Types of Service Providers
24(1)
2.3.1 Type 1: Internal Service Provider
24(1)
2.3.2 Type 2: Shared Service Unit
25(1)
2.3.3 Type 3: External Service Provider
25(1)
2.4 Types of Services
25(2)
2.4.1 Core Service
26(1)
2.4.2 Enabling Service
26(1)
2.4.3 Enhancing Service
27(1)
2.5 Contracts and Agreements
27(3)
2.5.1 Service-Level Agreement
27(1)
2.5.2 Operational-Level Agreement
28(1)
2.5.3 Underpinning Contract
29(1)
2.6 Practice Exercises
30(1)
2.7 Summary
31(2)
Chapter 3 ITIL Service Lifecycle
33(12)
3.1 ITIL Service Lifecycle
33(6)
3.1.1 Service Strategy
36(1)
3.1.2 Service Design
36(1)
3.1.3 Service Transition
37(1)
3.1.4 Service Operations
37(1)
3.1.5 Continual Service Improvement
38(1)
3.2 ITIL Roles
39(2)
3.2.1 Roles vs. Designations
39(1)
3.2.2 Generic vs. Specific
39(1)
3.2.3 Generic Role: Service Owner
39(1)
3.2.4 Generic Role: Process Owner
40(1)
3.2.5 Generic Role: Process Manager
40(1)
3.2.6 Generic Role: Process Practitioner
41(1)
3.3 RACI Matrix
41(2)
3.3.1 Understanding RACI with an Example
42(1)
3.3.2 Ground Rules on RACI Matrix
42(1)
3.4 Practice Exercises
43(1)
3.5 Summary
44(1)
Chapter 4 Service Strategy
45(20)
4.1 Purpose of Service Strategy
45(2)
4.1.1 Perspective
46(1)
4.1.2 Positions
46(1)
4.1.3 Plans
46(1)
4.1.4 Patterns
47(1)
4.2 Objectives of Service Strategy
47(1)
4.3 Value of Service Strategy
47(1)
4.4 Value Creation
48(2)
4.5 Patterns of Business Activity
50(1)
4.5.1 PBA with Example
50(1)
4.6 Risk Management
51(2)
4.6.1 Risk Assessment
52(1)
4.6.2 Risk Management
53(1)
4.7 Governance
53(1)
4.8 Service Strategy Processes
54(8)
4.8.1 Service Portfolio Management
54(4)
4.8.2 Financial Management for IT Services
58(3)
4.8.3 Business Relationship Management
61(1)
4.9 Practice Exercises
62(1)
4.10 Summary
63(2)
Chapter 5 Service Design
65(50)
5.1 Purpose of Service Design
65(1)
5.2 Objectives of Service Design
66(1)
5.3 Value of Service Design
67(1)
5.4 Four Ps of Service Design
68(1)
5.4.1 Processes
68(1)
5.4.2 Product
69(1)
5.4.3 People
69(1)
5.4.4 Partners
69(1)
5.5 Five Aspects of Service Design
69(2)
5.5.1 Service Solutions for New or Changed Services
70(1)
5.5.2 Management Information Systems and Tools
70(1)
5.5.3 Technology and Management Architecture
71(1)
5.5.4 Processes
71(1)
5.5.5 Measurement Methods and Metrics
71(1)
5.6 Service Design Package
71(1)
5.7 Service Design Processes
72(38)
5.7.1 Service-Level Management
73(8)
5.7.2 Service Catalog Management
81(5)
5.7.3 Information Security Management
86(3)
5.7.4 Supplier Management
89(5)
5.7.5 Availability Management
94(6)
5.7.6 Capacity Management
100(3)
5.7.7 IT Service Continuity Management
103(5)
5.7.8 Design Coordination
108(2)
5.8 Practice Exercises
110(3)
5.9 Summary
113(2)
Chapter 6 Service Transition
115(40)
6.1 Objectives of Service Transition
115(1)
6.2 Scope of Service Transition
116(1)
6.3 Value of Service Transition
117(1)
6.4 Service Transition Processes
118(33)
6.4.1 Change Management
118(15)
6.4.2 Release and Deployment Management
133(3)
6.4.3 Service Asset and Configuration Management
136(7)
6.4.4 Knowledge Management
143(6)
6.4.5 Transition Planning and Support
149(2)
6.5 Practice Exercises
151(2)
6.6 Summary
153(2)
Chapter 7 Service Operations
155(54)
7.1 Objectives of Service Operations
156(1)
7.2 Scope of Service Operations
157(1)
7.3 Value of Service Operations
157(1)
7.4 Communication in Service Operations
158(1)
7.5 Service Operations Processes
159(31)
7.5.1 Event Management
159(4)
7.5.2 Incident Management
163(12)
7.5.3 Request Fulfillment Process
175(3)
7.5.4 Problem Management
178(11)
7.5.5 Access Management
189(1)
7.6 Functions
190(16)
7.6.1 Service Desk
191(8)
7.6.2 Technical Management
199(1)
7.6.3 Application Management
200(4)
7.6.4 IT Operations Management
204(2)
7.7 Practice Exercises
206(2)
7.8 Summary
208(1)
Chapter 8 Continual Service Improvement
209(18)
8.1 Why Continual and Not Continuous?
210(1)
8.2 Deming's Cycle
211(3)
8.2.1 The PDCA Cycle
211(2)
8.2.2 Another PDCA Example
213(1)
8.3 CSI Approach
214(2)
8.3.1 What Is the Vision?
215(1)
8.3.2 Where Are We Now?
215(1)
8.3.3 Where Do We Want to Be?
215(1)
8.3.4 How Do We Get There?
215(1)
8.3.5 Did We Get There?
216(1)
8.3.6 How Do We Keep the Momentum Going?
216(1)
8.4 CSI Register
216(1)
8.5 Baselines
217(1)
8.6 Types of Metrics
217(2)
8.6.1 Technology Metrics
218(1)
8.6.2 Process Metrics
218(1)
8.6.3 Service Metrics
218(1)
8.7 CSFs and KPIs
219(6)
8.7.1 Critical Success Factors
219(1)
8.7.2 Key Performance Indicators
219(1)
8.7.3 Relationship Between CSFs and KPIs
220(1)
8.7.4 Seven-Step Improvement Process
221(3)
8.7.5 Objectives of Seven-Step Improvement Process
224(1)
8.7.6 Scope of Seven-Step Improvement Process
224(1)
8.8 Practice Exercises
225(1)
8.9 Summary
226(1)
Chapter 9 ITIL Foundation Exam Tips and Tricks
227(16)
9.1 ITIL Certification Structure
228(6)
9.1.1 ITIL Foundation Certificate
228(1)
9.1.2 ITIL Practitioner Certificate
229(1)
9.1.3 ITIL Intermediate Certificate
230(2)
9.1.4 ITIL Expert Certificate
232(1)
9.1.5 ITIL Master Certificate
233(1)
9.2 ITIL Examination Providers
234(1)
9.3 Foundation Exam Tips and Tricks
234(4)
9.3.1 Preparation
234(2)
9.3.2 Mock Exams
236(1)
9.3.3 Examination Day
237(1)
9.4 BONUS: FAQs on ITIL-Based Careers
238(3)
9.4.1 How Different Is ITIL from Project Management?
238(1)
9.4.2 Do I Need an IT Background to Become ITIL Certified?
239(1)
9.4.3 I am in Software Development. I Want to Change My Career to ITIL-Based. What Can I Pick Up?
239(1)
9.4.4 What Are the Entry-Level Roles in ITIL?
239(1)
9.4.5 What Is the Normal Role Progression in Service Operations?
240(1)
9.4.6 What Are the Technical Roles in ITIL?
240(1)
9.4.7 I am Excellent at Customer Service. What Role Should I Aim for?
240(1)
9.4.8 What Is the ITIL Role That You Have Enjoyed the Most?
240(1)
9.4.9 What Roles Can I Play with the ITIL Foundation Certification?
241(1)
9.4.10 What Do I Have to Do to Become Highly Successful in IT Service Management?
241(1)
9.5 Summary
241(2)
Index 243
Abhinav Kaiser works as a management consultant for a top consulting firm. He works with various organizations to implement ITIL processes and improve existing implementations thereby creating value. He is certified ITIL Expert and his name is strongly associated with ITIL service management framework. Abhinav is an accredited ITIL trainer and has delivered numerous classroom trainings. He has also been involved as a reviewer for ITIL video training content for a leading video training organization. He lives in Sydney, Australia.
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