ITIL v3 Book
Author
rubal007
Date
2017-03-08 16:01
Views
46696642
ITIL V3 Study guide book
About taruu .................................................... 5
Overview ........................................................ 5
Additional Exam Resources ........................................................... 5
General Exam Tips ......................................................................... 6
What’s On the Exam ..................................................................... 7
ITIL Core Concepts ...................................................................... 12
Services .................................................... 12
Service Management .............................................................. 12
ITIL as a Good Practice Framework ........................................................... 12
The Service Lifecycle ............................................................... 12
Processes ................................................................................. 13
ITIL Processes by Lifecycle Phase .......................................................... 14
Functions ................................................................................. 15
Roles ......................................................... 15
Organizing For Service Management ............................................................ 16
ITIL® Functions ......................................................................... 16
Service Desk ........................................................................ 16
Technical Management ....................................................... 16
Application Management ..................................................................... 16
IT Operations Management .................................................................. 17
The RACI Model....................................................................... 17
Service Strategy .......................................................................... 19
Overview ................................................................................. 19
Business Value ........................................................................ 19
Concepts and Models ............................................................. 19
Business Case ...................................................................... 19
Return on Investment (ROI)/Value on Investment (VOI) .................................................................... 19
Value: Utility and Warranty ................................................................. 19
Service Assets ...................................................................... 20
The Service Portfolio ........................................................... 20
The Service Belt ................................................................... 21
Processes ................................................................................. 22
Service Strategy................................................................... 22
Service Portfolio Management ............................................................. 22
Demand Management ........................................................ 22
IT Financial Management .................................................... 23
Service Design ............................................................................. 24
Overview ................................................................................. 24
Business Value ........................................................................ 24
Concepts and Models ............................................................. 24
Quality Must Be Built-In ...................................................... 24
The Service Catalog ............................................................. 24
The Four P’s of Service Design .............................................................. 25
The Five Aspects of Service Design ....................................................... 25
Service Design Processes ........................................................ 26
Service Catalog Management ............................................................... 26
Service Level Management ................................................................... 26
Availability Management .................................................... 27
Capacity Management ........................................................ 27
IT Service Continuity Management ....................................................... 28
IT Security Management ..................................................... 29
Supplier Management ........................................................ 29
Service Transition ........................................................................ 30
Overview ................................................................................. 30
Business Value ........................................................................ 30
Concepts and Models ............................................................. 30
Service V-Model .................................................................. 30
Change ................................................................................ 31
Request for Change ............................................................. 31
Change Types ...................................................................... 31
Change Authority ................................................................ 31
Change Advisory Board ....................................................... 31
Emergency Change Advisory Board ...................................................... 31
Change Model ..................................................................... 32
Release ................................................................................ 32
Release Unit ........................................................................ 32
Baseline ............................................................................... 32
Configuration Management System (CMS) ........................................................................................ 32
Configuration Item (CI) ....................................................... 32
Service Transition Processes ..................................................................... 33
Change Management .......................................................... 33
Service Asset and Configuration Management .................................................................................. 33
Release and Deployment Management ............................................................................................. 34
Minor Service Transition Processes ...................................................... 34
Service Operation ....................................................................... 36
Overview ................................................................................. 36
Business Value ........................................................................ 36
Concepts and Models ............................................................. 36
Balance ................................................................................ 36
Communication ................................................................... 36
Incident .................................................... 37
Problem ............................................................................... 37
Error ..................................................... 37
Known Error ........................................................................ 37
Event .................................................... 37
Service Operation Processes ..................................................................... 37
Incident Management ......................................................... 37
Problem Management ........................................................ 38
Event Management ............................................................. 38
Service Request Fulfillment .................................................................. 39
Access Management ........................................................... 39
Continual Service Improvement ................................................................... 40
Overview ................................................................................. 40
Business Value ........................................................................ 40
Concepts and Models ............................................................. 40
The Role of Measurement .................................................................... 40
Objectives, CSFs, KPIs, Metrics, and Measurements .......................................................................... 41
The Deming Cycle ................................................................ 41
The Continual Service Improvement Model ....................................................................................... 42
Service Improvement Plan (SIP) ............................................................ 42
Continual Service Improvement Processes............................................................................................. 42
The Seven Step Improvement Process ............................................................................................... 42
Service Level Management ................................................................... 43
Technology and Architecture ...................................................... 43
The Role of Automation .......................................................... 43
Automation Tips ...................................................................... 44
Information Systems Discussed Within ITIL® .......................................................................................... 44
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