ITIL Intermediate Certification Companion Study Guide: Intermediate ITIL Service Capability Exams
by Liz Gallacher, Helen Morris
ITIL Intermediate Certification Companion Study Guide
- Acknowledgments
- About the Authors
- Introduction
- Part I Operational Support and Analysis
- Chapter 1 Introduction to Operational Support and Analysis
- Understanding the Purpose, Objectives, and Value of the Operational Support and Analysis Processes
- The Value Operational Support and Analysis Processes Deliver to the Business
- The Context of Service Operation, the Operational Support and Analysis Processes, and the Service Lifecycle
- Generic Roles and Responsibilities in Service Management Processes
- Service Owner
- Process Owner
- Process Manager
- Process Practitioner
- Summary
- Exam Essentials
- Review Questions
- Chapter 2 Incident and Problem Management
- Chapter 3 Event Management, Request Fulfillment, and Access Management
- Chapter 4 The Service Desk
- Chapter 5 Technical Management, Application Management, and IT Operations Management
- Chapter 6 Technology and Implementation Considerations for Operational Support and Analysis
- Service Management Tools
- Tool Requirements for Service Operation Processes
- Service Management Tool Choice
- Service Operation and Project Management
- Assessing and Managing Risk in Service Operation
- Operational Staff in Design and Transition
- Planning and Implementing Service Management Technologies
- Service Operation Challenges
- Critical Success Factors
- Service Operation Risks
- Summary
- Exam Essentials
- Review Questions
- Chapter 1 Introduction to Operational Support and Analysis
- Part II Planning, Protection, and Optimization
- Part III Release, Control, and Validation
- Chapter 11 Introduction to Release, Control, and Validation
- Chapter 12 Change Management and Service Asset and Configuration Management
- Chapter 13 Service Validation and Testing and Change Evaluation
- Chapter 14 Release and Deployment Management and Knowledge Management
- Chapter 15 Technology and Implementation Considerations for Release, Control, and Validation
- Generic Requirements for Integrated ITSM Technology
- Evaluation Criteria for Service Management Tools
- Release, Control, and Validation Practices for Managing Change in Service Operation
- Service Operation and Project Management
- Service Transition Challenges
- Critical Success Factors
- Assessing and Managing Risk in Service Operation
- Operational Staff in Design and Transition
- Planning and Implementing Service Management Technologies
- Technology Considerations for Implementing Knowledge Management, Collaboration, and the CMS
- Summary
- Exam Essentials
- Review Questions
- Part IV Service Offerings and Agreements
- Chapter 16 Introduction to Service Offerings and Agreements
- Chapter 17 Service Portfolio Management and Service Catalog Management
- Chapter 18 Service Level Management and Supplier Management
- Chapter 19 Business Relationship Management and Financial Management for IT
- Chapter 20 Technology Considerations for Service Offerings and Agreements
- Appendix Answers to Review Questions
- Chapter 1: Introduction to Operational Support and Analysis
- Chapter 2: Incident and Problem Management
- Chapter 3: Event Management, Request Fulfillment, and Access Management
- Chapter 4: The Service Desk
- Chapter 5: Technical Management, Application Management, and IT Operations Management
- Chapter 6: Technology and Implementation Considerations for Operational Support and Analysis
- Chapter 7: Introduction to Planning, Protection, and Optimization
- Chapter 8: Capacity, Availability, and Information Security Management
- Chapter 9: IT Service Continuity Management and Demand Management
- Chapter 10: Technology and Implementation Considerations for Planning, Protection, and Optimization
- Chapter 11: Introduction to Release, Control, and Validation
- Chapter 12: Change Management and Service Asset and Configuration Management
- Chapter 13: Service Validation and Testing and Change Evaluation
- Chapter 14: Release and Deployment Management and Knowledge Management
- Chapter 15: Technology and Implementation Considerations for Release, Control, and Validation
- Chapter 16: Introduction to Service Offerings and Agreements
- Chapter 17: Service Portfolio Management and Service Catalog Management
- Chapter 18: Service Level Management and Supplier Management
- Chapter 19: Business Relationship Management and Financial Management for IT
- Chapter 20: Technology Considerations for Service Offerings and Agreements
- Advert
- EULA
ITIL®
Intermediate
Certification Companion
Study Guide
Intermediate ITIL Service
Capability Exams
Helen Morris
Liz Gallacher
-
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