ITIL Intermediate Certification Companion Study GuideIntermediate ITIL Service Capability Exams
The expert-led, full-coverage supporting guide for all four ITIL exams ITIL Intermediate Certification Companion Study Guide is your ultimate support system for the Intermediate ITIL Service Capability exams. Written by Service Management and ITIL framework experts, this book gives you everything you need to pass, including full coverage of all objectives for all four exams. Clear, concise explanations walk you through the process areas, concepts, and terms you need to know, and real-life examples show you how they are applied by professionals in the field every day. Although this guide is designed for exam preparation, it doesn't stop there — you also get expert insight on major topics in the field. The discussion includes operational support and analysis; planning, protection and optimization; release, control and validation; and service offerings and agreements that you'll need to know for the job. ITIL is the most widely-adopted IT Service Management qualification in the world, providing a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to businesses. This book is your ideal companion for exam preparation, with comprehensive coverage and detailed information. Learn service strategy principles, organization, and implementation Master the central technologies used in IT Service Management Be aware of inherent challenges, risks, and critical success factors Internalize the material covered on all four ITIL exams The ITIL qualification is recognized around the globe, and is seen as the de facto certification for those seeking IT Service Management positions. Passing these exams requires thorough preparation and rigorous self-study, but the reward is a qualification that can follow you anywhere. ITIL Intermediate Certification Companion Study Guide for the ITIL Service Capability Exams leads you from Foundation to Master, giving you everything you need for exam success.
Chapter 1: Introduction to Operational Support and Analysis 614 Chapter 2: Incident and Problem Management 614 Chapter 3: Event Management, Request Fulfillment, and Access Management 615 Chapter 4: The Service Desk 616 Chapter 5: Technical Management, Application Management, and IT Operations Management 618 Chapter 6: Technology and Implementation Considerations for Operational Support and Analysis 618 Chapter 7: Introduction to Planning, Protection, and Optimization 619 Chapter 8: Capacity, Availability, and Information Security Management 621 Chapter 9: IT Service Continuity Management and Demand Management 622 Chapter 10: Technology and Implementation Considerations for Planning, Protection, and Optimization 623 Chapter 11: Introduction to Release, Control, and Validation 623 Chapter 12: Change Management and Service Asset and Configuration Management 624 Chapter 13: Service Validation and Testing and Change Evaluation 625 Chapter 14: Release and Deployment Management and Knowledge Management 626 Chapter 15: Technology and Implementation Considerations for Release, Control, and Validation 627 Chapter 16: Introduction to Service Offerings and Agreements 628 Chapter 17: Service Portfolio Management and Service Catalog Management 629 Chapter 18: Service Level Management and Supplier Management 630 Chapter 19: Business Relationship Management and Financial Management for IT 630 Chapter 20: Technology Considerations for Service Offerings and Agreements 631 Index 633
Helen Morris leads programs to significantly improve customer satisfaction, quality of service, reduced costs, and better control. Over a Service Management career spanning more than two decades, she has accumulated a wealth of experience in managing service desks, technical support teams, and service level management. Liz Gallacher achieved distinction in the ITIL Manager certificate (top 6%) in 2002, and now holds ITIL Expert certification. Deeply experienced with the ITIL framework, she has implemented many improvement programs based on its principles and concepts.
Covers 100% of exam objectives, including Operational Support and Analysis; Planning, Protection and Optimization; Release, Control, and Validation; Service Offerings and Agreements, and much more.... Includes online interactive learning environment with: + More than 90 electronic flashcards + Searchable key term glossary Your Comprehensive Companion Guide for the Intermediate ITIL® Service Capability Exams The ITIL Intermediate Certification Companion Study Guide provides 100% coverage of all four ITIL v3 Service Capability exams, based on the 2011 syllabus: Operational Support and Analysis; Planning, Protection and Optimization; Release, Control, and Validation; Service Offerings and Agreements. Understand each area of the syllabus through detailed instruction on all concepts and process areas. Specific syllabus elements are illustrated with real-life examples, and critical terms are highlighted to emphasize their importance on the exams. Clear, concise language helps you fully grasp the fundamentals, and linking concept to practice helps you understand the importance of what you're learning in real IT service scenarios. Coverage of 100% of all exam objectives in this Study Guide means you'll be ready for: Incident and Problem Management Technical, Application, and IT Operations Management Capacity, Availability, and Information Security IT Service Continuity and Demand Management Service Asset and Configuration Management Considerations for Release, Control, and Validation Interactive learning environment Take your exam prep to the next level with Sybex's superior interactive online study tools. To access our learning environment, simply visit www.wiley.com/go/sybextestprep, type in your unique PIN, and instantly gain access to: More than 90 electronic flashcards to reinforce learning and last minute prep before the exam Comprehensive glossary in PDF format gives you instant access to the key terms so you are fully prepared
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