ITIL® Intermediate Certification Companion Study Guide
by Liz Gallacher, Helen Morris
ITIL Intermediate Certification Companion Study Guide
- Introduction
- Assessment Test
- Part I Service Strategy
- Chapter 1 Introduction to the Service Strategy Lifecycle Stage
- Chapter 2 Service Strategy Principles
- Chapter 3 Service Strategy Processes: Part 1
- Chapter 4 Service Strategy Processes: Part 2
- Chapter 5 Governance
- Chapter 6 Organizing for Service Strategy
- Chapter 7 Technology Considerations
- Chapter 8 Implementing Service Strategy
- Chapter 9 Challenges, Critical Success Factors, and Risks
- Part II Service Design
- Chapter 10 Introduction to the Service Design Lifecycle Stage
- The Purpose of Service Design
- The Goals and Objectives of Service Design
- The Scope of Service Design
- The Value Service Design Delivers to the Business
- The Context of Service Design and the Service Lifecycle
- Service Design Inputs and Outputs
- The Contents and Use of the Service Design Package
- The Contents and Use of Service Acceptance Criteria
- Exam Essentials
- Summary
- Review Questions
- Chapter 11 Service Design Principles
- Chapter 12 Service Design Processes: Design Coordination and Service Catalog Management
- Chapter 13 Service Design Processes: Service Level Management and Availability Management
- Chapter 14 Service Design Processes: Capacity Management and IT Service Continuity Management
- Chapter 15 Service Design Processes: Information Security Management and Supplier Management
- Chapter 16 Technology-Related Activities
- Chapter 17 Organizing for Service Design
- Chapter 18 Technology Considerations
- Chapter 19 Implementation and Improvement of Service Design
- Chapter 20 Challenges, Critical Success Factors, and Risks
- Chapter 10 Introduction to the Service Design Lifecycle Stage
- Part III Service Transition
- Chapter 21 Introduction to Service Transition
- Chapter 22 Service Transition Principles
- Formal Policy for Service Transition
- Governance Policy for Service Transition
- Common Framework for Service Transition
- Maximize Reuse of Established Processes and Systems
- Business Alignment of Service Transition
- Establish and Maintain Relationships with Stakeholders
- Establish Control and Disciplines
- Knowledge Transfer and Service Transition
- Plan Release Packages
- Anticipate and Manage Course Corrections
- Proactively Manage Resources
- Ensure Early Involvement in Service Lifecycle
- Quality Assurance
- Proactively Improve Quality During Service Transition
- Summary
- Exam Essentials
- Review Questions
- Chapter 23 Service Transition Processes: Transition Planning and Support and Change Management
- Chapter 24 Service Transition Processes: Service Asset and Configuration Management
- Chapter 25 Service Transition Processes: Release and Deployment Management and Service Validation and Testing
- Chapter 26 Service Transition Processes: Change Evaluation and Knowledge Management
- Chapter 27 Managing People through Service Transitions
- Chapter 28 Organizing for Service Transition
- Chapter 29 Technology Considerations for Service Transition
- Chapter 30 Implementation and Improvement of Service Transition
- Chapter 31 Challenges, Critical Success Factors, and Risks
- Part IV Service Operation
- Chapter 32 Introduction to the Service Operation Lifecycle Stage
- Chapter 33 Service Operation Principles
- Chapter 34 Service Operation Processes: Incident and Problem Management
- Chapter 35 Service Operation Processes: Request Fulfilment
- Chapter 36 Service Operation Processes: Event Management
- Chapter 37 Service Operation Processes: Access Management
- Chapter 38 Common Service Operation Activities
- Chapter 39 Organizing for Service Operation
- The Service Desk Function
- Service Desk Organizational Structures
- Other ITIL Functions
- Technical Management
- Operations Management
- Objectives
- Applications Management
- Roles and Responsibilities in Service Management
- Service Operation Process Roles
- Organization for Functions
- Summary
- Exam Essentials
- Review Questions
- Chapter 40 Technology Considerations
- Chapter 41 Implementation of Service Operation
- Chapter 42 Challenges, Critical Success Factors, and Risks
- Part V Continual Service Improvement
- Chapter 43 Introduction to the Continual Service Improvement Lifecycle Stage
- Understanding the Purpose, Objectives, and Scope of Continual Service Improvement
- The Approach to Continual Service Improvement
- The Business Questions to Ask to Ensure That a CSI Initiative Is Warranted
- The Context of Continual Service Improvement in the Service Lifecycle
- CSI Inputs and Outputs
- Summary
- Exam Essentials
- Review Questions
- Chapter 44 Continual Service Improvement Principles
- Chapter 45 The Seven-Step Continual Service Improvement Process
- Chapter 46 Continual Service Improvement Methods and Techniques
- Chapter 47 Organizing for Continual Service Improvement
- Chapter 48 Technology Considerations
- Chapter 49 Implementation of Continual Service Improvement
- Chapter 50 Challenges, Critical Success Factors, and Risks
- Chapter 43 Introduction to the Continual Service Improvement Lifecycle Stage
- Appendix Answers to Review Questions
- Chapter 1: Introduction to the Service Strategy Lifecycle Stage
- Chapter 2: Service Strategy Principles
- Chapter 3: Service Strategy Processes: Part 1
- Chapter 4: Service Strategy Processes: Part 2
- Chapter 5: Governance
- Chapter 6: Organizing for Service Strategy
- Chapter 7: Technology Considerations
- Chapter 8: Implementing Service Strategy
- Chapter 9: Challenges, Critical Success Factors, and Risks
- Chapter 10: Introduction to the Service Design Lifecycle Stage
- Chapter 11: Service Design Principles
- Chapter 12: Service Design Processes: Design Coordination and Service Catalog Management
- Chapter 13: Service Design Processes: Service Level Management and Availability Management
- Chapter 14: Service Design Processes: Capacity Management and IT Service Continuity Management
- Chapter 15: Service Design Processes: Information Security Management and Supplier Management
- Chapter 16: Technology-Related Activities
- Chapter 17: Organizing for Service Design
- Chapter 18: Technology Considerations
- Chapter 19: Implementation and Improvement of Service Design
- Chapter 20: Challenges, Critical Success Factors, and Risks
- Chapter 21: Introduction to Service Transition
- Chapter 22: Service Transition Principles
- Chapter 23: Service Transition Processes: Transition Planning and Support and Change Management
- Chapter 24: Service Transition Processes: Service Asset and Configuration Management
- Chapter 25: Service Transition Processes: Release and Deployment Management and Service Validation and Testing
- Chapter 26: Service Transition Processes: Change Evaluation and Knowledge Management
- Chapter 27: Managing People through Service Transitions
- Chapter 28: Organizing for Service Transition
- Chapter 29: Technology Considerations for Service Transition
- Chapter 30: Implementation and Improvement of Service Transition
- Chapter 31: Challenges, Critical Success Factors, and Risks
- Chapter 32: Introduction to the Service Operation Lifecycle Stage
- Chapter 33: Service Operation Principles
- Chapter 34: Service Operation Processes: Incident and Problem Management
- Chapter 35: Service Operation Processes: Request Fulfilment
- Chapter 36: Service Operation Processes: Event Management
- Chapter 37: Service Operation Processes: Access Management
- Chapter 38: Common Service Operation Activities
- Chapter 39: Organizing for Service Operation
- Chapter 40: Technology Considerations
- Chapter 41: Implementation of Service Operation
- Chapter 42: Challenges, Critical Success Factors, and Risks
- Chapter 43: Introduction to the Continual Service Improvement Lifecycle Stage
- Chapter 44: Continual Service Improvement Principles
- Chapter 45: The Seven-Step Continual Service Improvement Process
- Chapter 46: Continual Service Improvement Methods and Techniques
- Chapter 47: Organizing for Continual Service Improvement
- Chapter 48: Technology Considerations
- Chapter 49: Implementation of Continual Service Improvement
- Chapter 50: Challenges, Critical Success Factors, and Risks
- Advert
- EULA
ITIL® Intermediate Certification Companion Study Guide
Service Lifecycle Exams
Helen Morris
Liz Gallacher
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