LEADER 05669nam 2200721 a 450 001 9910791707403321 005 20230802012700.0 010 $a1-119-94364-7 010 $a1-283-57136-6 010 $a9786613883810 010 $a1-119-94363-9 035 $a(CKB)2560000000090093 035 $a(EBL)999414 035 $a(OCoLC)809775183 035 $a(SSID)ssj0000737981 035 $a(PQKBManifestationID)11420090 035 $a(PQKBTitleCode)TC0000737981 035 $a(PQKBWorkID)10790073 035 $a(PQKB)10396949 035 $a(MiAaPQ)EBC999414 035 $a(CaSebORM)9781119943648 035 $a(Au-PeEL)EBL999414 035 $a(CaPaEBR)ebr10593204 035 $a(CaONFJC)MIL388381 035 $a(MiAaPQ)EBC7147419 035 $a(Au-PeEL)EBL7147419 035 $a(EXLCZ)992560000000090093 100 $a20120418d2012 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aITIL foundation exam study guide$b[electronic resource] /$fHelen Morris, Liz Gallacher 205 $a1st edition 210 $aChichester, U.K. $cWiley$d2012 215 $a1 online resource (410 p.) 300 $aIncludes index. 311 $a1-119-94275-6 327 $a""ITILA?® Foundation Exam Study Guide""; ""Copyright""; ""Acknowledgments""; ""About the Authors""; ""Contents""; ""Introduction""; ""How to Contact the Authors""; ""ITIL Foundation Exam Objectives""; ""Unit 1: Service Management as a Practice""; ""Unit 2: The ITIL Service Lifecycle""; ""Unit 3: Generic Concepts and Definitions""; ""Unit 4: Key Principles and Models""; ""Unit 5: Processes""; ""Unit 6: Functions""; ""Unit 7: Roles""; ""Unit 8: Technology and Architecture""; ""Unit 9: Competence and Training""; ""Unit 10: Mock Exam""; ""Assessment Test""; ""Answers to Assessment Test"" 327 $a""Chapter 1: Service Management as a Practice""""Best-Practice Approaches and ITIL""; ""Why Is ITIL So Successful?""; ""Services, Customers, and Stakeholders""; ""Identifying Types of Service""; ""Understanding the Customer, Internal and External""; ""Differentiating Between Internal and External Services""; ""Who Are the Stakeholders in Service Management?""; ""Understanding the Concepts of Service Management and IT Service Management""; ""Service Management""; ""IT Service Management""; ""IT Service Provider Types""; ""Understanding Processes and Functions"" 327 $a""Processes in the Service Lifecycle""""The Process Model""; ""Process Characteristics""; ""Organizing for Service Management""; ""Introducing the Service Lifecycle""; ""Summary""; ""Exam Essentials""; ""Review Questions""; ""Chapter 2: Understanding Service Strategy""; ""Understanding the Service Strategy Stage""; ""Purpose and Objectives of Service Strategy""; ""Setting the Scope for Service Strategy""; ""What Value Does Service Strategy Provide to the Business?""; ""Demonstrating the Value of Services""; ""Understanding Key Concepts of Service Strategy"" 327 $a""Utility and Warranty in Value Creation""""Assets, Resources, and Capabilities""; ""Governance and Its Place in the Lifecycle""; ""Management of Risk in Service Management""; ""Understanding Patterns of Business Activity""; ""Summary""; ""Exam Essentials""; ""Review Questions""; ""Chapter 3: Service Strategy Processes""; ""Understanding Service Portfolio Management""; ""Purpose of SPM""; ""Objectives of SPM""; ""Scope of SPM""; ""The Service Portfolio""; ""Understanding the Financial Management Process""; ""Purpose of Financial Management""; ""Objectives of Financial Management"" 327 $a""Scope of Financial Management""""Preparing and Using a Business Case""; ""Understanding the Business Relationship Management Process""; ""Purpose of the BPM Process""; ""Objectives of the BPM Process""; ""Scope of the BPM Process""; ""Summary""; ""Exam Essentials""; ""Review Questions""; ""Chapter 4: Understanding Service Design""; ""Understanding the Purpose, Objectives, and Scope for Service Design""; ""The Purpose of Service Design""; ""The Objectives of Service Design""; ""The Scope of Service Design""; ""The Value Service Design Provides to the Business""; ""Describing the Service"" 327 $a""Four Key Elements of Service Design"" 330 $aEverything 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 intro 606 $aInformation technology$xManagement$xExaminations$vStudy guides 606 $aInformation technology projects$xManagement$xExaminations$vStudy guides 606 $aElectronic data processing personnel$xCertification 615 0$aInformation technology$xManagement$xExaminations 615 0$aInformation technology projects$xManagement$xExaminations 615 0$aElectronic data processing personnel$xCertification. 676 $a004.068 676 $a658.05 700 $aMorris$b Helen$0163719 701 $aGallacher$b Liz$01556019 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910791707403321 996 $aITIL foundation exam study guide$93818404 997 $aUNINA