Everything you need to prepare for the ITIL exam – Accredited to 2011 syllabus The ITIL (Information Technology Infrastructure Library) exam is the ultimate certification for IT service management. This essential resource is a complete guide to preparing for the ITIL Foundation exam and includes everything you need for success. Organized around the ITIL Foundation (2011) syllabus, the study guide addresses the ITIL Service Lifecycles, the ITIL processes, roles, and functions, and also thoroughly explains how the Service Lifecycle provides effective and efficient IT services.
- Offers an introduction to IT service management and ITIL V3 service strategy
- Highlights the topics of service design and development and the service management processes
- Reviews the building, testing, authorizing, documenting, and implementation of new and changed services into operation
- Addresses creating and maintaining value for customers through monitoring and improving services, processes, and technology
- Download valuable study tools including practice exams, flashcards, a glossary of key terms and more.
If you prefer self-study over the more expensive training course, but you don't want to skimp on information or preparation, then this study guide is for you.
Table of Contents:
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 BRM Process 53
Objectives of the BRM Process 53
Scope of the BRM 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 Management 111
Purpose, Objectives, and Scope of Information Security Management 111
Producing an Information Security Policy 112
Educating Staff About Security 113
Supplier Management 114
The Purpose and Objectives of Supplier Management 115
What Is Covered by Supplier Management? 116
Supplier Categorization 116
Capacity Management 119
Delivering What Is Required, When It Is Required 120
What Should Capacity Management Include? 120
The Capacity Management Subprocesses 122
Planning for the Future: The Capacity Plan and CMIS 125
IT Service Continuity Management 126
What Does ITSCM Aim to Achieve? 127
What Is Included in ITSCM? 128
Assessing Business Impact 129
Assessing Risk 131
Design Coordination 133
Summary 135
Exam Essentials 135
Review Questions 138
Chapter 7 Service Design Roles 143
Roles and Responsibilities in Service Management 144
Service Owner 145
Process Owner 146
Process Manager 148
Process Practitioner 148
Designing Roles Using the RACI Model 149
Competence and Training 152
Competence and Skills for Service Management 152
Competence and Skills Framework 153
Specific Training in the ITIL Framework 153
Summary 155
Exam Essentials 155
Review Questions 156
Chapter 8 Understanding Service Transition and the
Change Management Processes 159
Understanding Service Transition 160
The Purpose of Service Transition 160
The Objectives of Service Transition 161
The Scope of Service Transition 162
The Value of Service Transition to the Business 162
Introduction to the Change Management Process 163
The Purpose of the Change Management Process 163
Objectives of the Change Management Process 164
Scope of the Change Management Process 165
Types of Change 166
The Role of the Change Advisory Board 175
How the Change Management Process Interfaces with Other Service Management Processes 176
Summary 177
Exam Essentials 178
Review Questions 180
Chapter 9 Service Transition Processes 183
Transition Planning and Support 184
The Purpose of Transition Planning and Support 185
The Objectives of Transition Planning and Support 186
The Scope of Transition Planning and Support 187
Service Asset and Configuration Management 187
The Purpose of the SACM Process 188
The Objectives of the SACM Process 188
The Scope of the SACM Process 189
The Description and Definition of Configuration Items 190
The Description of the Configuration Model 192
Using the Configuration Management System 193
Using the Definitive Media Library 195
Knowledge Management 196
The Purpose of Knowledge Management 196
The Objectives of Knowledge Management 197
The Scope of Knowledge Management 198
Using the Data-Information-Knowledge-Wisdom Structure 198
Using the Service Knowledge Management System 200
Release and Deployment Management 201
The Purpose of the Release and Deployment Management Process 202
The Objectives of the Release and Deployment Management Process 202
The Scope of the Release and Deployment Management Process 203
Creating the Release Policy 204
Managing the Four Phases of Release and Deployment 205
Summary 206
Exam Essentials 207
Review Questions 209
Chapter 10 Delivering the Service: The Service Operation Lifecycle Stage 211
Understanding the Purpose, Objectives, and Scope of Service Operation 212
The Purpose of Service Operation 212
The Objectives of Service Operation 213
The Scope of Service Operation 213
The Value Service Operation Delivers to the Business 214
Organizing for Service Operations 215
Technical Management 215
Applications Management 216
Operations Management 219
Objectives 221
Overlapping Responsibilities Between Functions 221
The Service Desk Function 223
Summary 231
Exam Essentials 231
Review Questions 233
Chapter 11 The Major Service Operation Processes 237
Incidents and Problems: Two Key Service Management Concepts 238
Incident Management 238
The Purpose of Incident Management 239
The Objectives of Incident Management 239
The Scope of Incident Management 240
Basic Concepts for Incident Management 240
Managing Incidents 243
Interfaces Between Incident Management and the Lifecycle Stages 252
Problem Management 253
The Purpose, Objectives, and Scope of Problem Management 254
Problem Management Concepts 255
Managing Problems: The Problem Management Process 257
Interfaces 261
Service Strategy 261
Service Design 262
Service Transition 262
Continual Service Improvement 263
Summary 263
Exam Essentials 264
Review Questions 265
Chapter 12 The Other Service Operation Processes 267
Event Management 268
The Purpose of Event Management 269
The Objectives of Event Management 269
The Scope of Event Management 270
Monitoring and Event Management 271
Request Fulfillment 271
Purpose 272
Objectives 272
Scope 275
Access Management 275
Purpose 275
Objectives 276
Scope 276
Summary 277
Exam Essentials 278
Review Questions 279
Chapter 13 Understanding Continual Service Improvement 283
Achieving Continual Service Improvement 284
Understanding the Purpose of CSI 284
The Objectives of CSI 285
Setting the Scope for CSI 286
How CSI Provides Value to the Business 287
Utilizing the Continual Service Improvement Approach 287
Capturing Your Improvements 289
Improving Quality with the Deming Cycle 292
The Role of Measurement in CSI 293
The Seven-Step Improvement Process 296
Step 1: Identify the Strategy for Improvement 298
Step 2: Define What You Will Measure 299
Step 3: Gather the Data 300
Step 4: Process the Data 301
Step 5: Analyze the Information and Data 302
Step 6: Present and Use the Information 303
Step 7: Implement Improvement 303
DIKW and the Seven-Step Improvement Process 305
PDCA and the Seven-Step Improvement Process 305
Summary 306
Exam Essentials 306
Review Questions 308
Appendix A Answers to Review Questions 311
Appendix B Sample Foundation Examinations 325
Appendix C About the Additional Study Tools 357
Index 361
