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- Wiley
More About This Title ITIL Intermediate Certification Companion Study Guide
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Complete, detailed preparation for the Intermediate ITIL Service Lifecycle exams
ITIL Intermediate Certification Companion Study Guide is the ultimate supporting guide to the ITIL Service Lifecycle syllabus, with full coverage of all Intermediate ITIL Service Lifecycle exam objectives for Service Operation, Service Design, Service Transition, Continual Service Improvement, and Service Strategy. Using clear and concise language, this useful companion guides you through each Lifecycle module and each of the process areas, helping you understand the concepts that underlie each skill required for certification. Illustrative examples demonstrate how these skills are applied in real-life scenarios, helping you realize the importance of what you're learning each step of the way. Additional coverage includes service strategy principles and processes, governance, organization, implementation, and technology considerations, plus guidance toward common challenges and risks.
ITIL is the most widely adopted approach for IT Service Management in the world, providing a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to businesses. This study guide is the ultimate companion for certification candidates, giving you everything you need to know in a single informative volume.
- Review the information needed for all five Lifecycle exams
- Examine real-life examples of how these concepts are applied
- Gain a deeper understanding of each of the process areas
- Learn more about governance, organization, implementation, and more
The Intermediate ITIL Service Lifecycle exams expect you to demonstrate thorough knowledge of the concepts, processes, and functions related to the modules. The certification is recognized around the world as the de facto standard for IT Service Management, and the skills it requires increase your value to any business. For complete, detailed exam preparation, ITIL Certification Companion Study Guide for the Intermediate ITIL Service Lifecycle Exams is an invaluably effective tool.
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Helen Morris has more than 20 years of experience in Service Management and is an experienced trainer, consultant, and service delivery manager. Helen leads programs to achieve significant improvements in customer satisfaction, quality of service, reduced costs, and better control. Liz Gallacher holds ITIL Expert certification, having achieved distinction (top six percent) in the ITIL Manager certificate in 2002. Liz is an ITIL veteran, and employs most aspects of the framework in implementing various improvement programs.
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Assessment Test li
Part I Service Strategy 1
Chapter 1 Introduction to the Service Strategy Lifecycle Stage 3
Chapter 2 Service Strategy Principles 15
Chapter 3 Service Strategy Processes: Part 1 85
Chapter 4 Service Strategy Processes: Part 2 135
Chapter 5 Governance 163
Chapter 6 Organizing for Service Strategy 173
Chapter 7 Technology Considerations 191
Chapter 8 Implementing Service Strategy 205
Chapter 9 Challenges, Critical Success Factors, and Risks 217
Part II Service Design 227
Chapter 10 Introduction to the Service Design Lifecycle Stage 229
Chapter 11 Service Design Principles 253
Chapter 12 Service Design Processes: Design Coordination and Service Catalog Management 291
Chapter 13 Service Design Processes: Service Level Management and Availability Management 315
Chapter 14 Service Design Processes: Capacity Management and IT Service Continuity Management 347
Chapter 15 Service Design Processes: Information Security Management and Supplier Management 371
Chapter 16 Technology-Related Activities 393
Chapter 17 Organizing for Service Design 411
Chapter 18 Technology Considerations 431
Chapter 19 Implementation and Improvement of Service Design 441
Chapter 20 Challenges, Critical Success Factors, and Risks 453
Part III Service Transition 461
Chapter 21 Introduction to Service Transition 463
Chapter 22 Service Transition Principles 475
Chapter 23 Service Transition Processes: Transition Planning and Support and Change Management 495
Chapter 24 Service Transition Processes: Service Asset and Configuration Management 527
Chapter 25 Service Transition Processes: Release and Deployment Management and Service Validation and Testing 547
Chapter 26 Service Transition Processes: Change Evaluation and Knowledge Management 571
Chapter 27 Managing People through Service Transitions 589
Chapter 28 Organizing for Service Transition 613
Chapter 29 Technology Considerations for Service Transition 633
Chapter 30 Implementation and Improvement of Service Transition 643
Chapter 31 Challenges, Critical Success Factors, and Risks 655
Part IV Service Operation 665
Chapter 32 Introduction to the Service Operation Lifecycle Stage 667
Chapter 33 Service Operation Principles 685
Chapter 34 Service Operation Processes: Incident and Problem Management 705
Chapter 35 Service Operation Processes: Request Fulfilment 743
Chapter 36 Service Operation Processes: Event Management 763
Chapter 37 Service Operation Processes: Access Management 785
Chapter 38 Common Service Operation Activities 801
Chapter 39 Organizing for Service Operation 837
Chapter 40 Technology Considerations 905
Chapter 41 Implementation of Service Operation 915
Chapter 42 Challenges, Critical Success Factors, and Risks 927
Part V Continual Service Improvement 937
Chapter 43 Introduction to the Continual Service Improvement Lifecycle Stage 939
Chapter 44 Continual Service Improvement Principles 957
Chapter 45 The Seven-Step Continual Service Improvement Process 971
Chapter 46 Continual Service Improvement Methods and Techniques 995
Chapter 47 Organizing for Continual Service Improvement 1043
Chapter 48 Technology Considerations 1067
Chapter 49 Implementation of Continual Service Improvement 1079
Chapter 50 Challenges, Critical Success Factors, and Risks 1097
Appendix 1107
Index 1153
