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ITIL FOUNDATION EXAM STUDY GUIDE


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Sinopse

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

Detalhes do Produto

    • Ano:  2012
    • País de Produção: Germany
    • Código de Barras:  9781119942757
    • ISBN:  1119942756
    • Encadernação:  BROCHURA
    • Altura: 236.00 cm
    • Largura: 187.00 cm
    • Comprimento: 18.00 cm
    • Quantidade de Itens do Complemento:  0
    • Nº de Páginas:  360

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