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ITIL foundation exam study guide [[electronic resource] /] / Helen Morris, Liz Gallacher
| ITIL foundation exam study guide [[electronic resource] /] / Helen Morris, Liz Gallacher |
| Autore | Morris Helen |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Chichester, U.K., : Wiley, 2012 |
| Descrizione fisica | 1 online resource (410 p.) |
| Disciplina |
004.068
658.05 |
| Altri autori (Persone) | GallacherLiz |
| Soggetto topico |
Information technology - Management - Examinations
Information technology projects - Management - Examinations Electronic data processing personnel - Certification |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-119-94364-7
1-283-57136-6 9786613883810 1-119-94363-9 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""ITIL® 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""
""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"" ""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"" ""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"" ""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"" ""Four Key Elements of Service Design"" |
| Record Nr. | UNINA-9910465433303321 |
Morris Helen
|
||
| Chichester, U.K., : Wiley, 2012 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
ITIL foundation exam study guide [[electronic resource] /] / Helen Morris, Liz Gallacher
| ITIL foundation exam study guide [[electronic resource] /] / Helen Morris, Liz Gallacher |
| Autore | Morris Helen |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Chichester, U.K., : Wiley, 2012 |
| Descrizione fisica | 1 online resource (410 p.) |
| Disciplina |
004.068
658.05 |
| Altri autori (Persone) | GallacherLiz |
| Soggetto topico |
Information technology - Management - Examinations
Information technology projects - Management - Examinations Electronic data processing personnel - Certification |
| ISBN |
1-119-94364-7
1-283-57136-6 9786613883810 1-119-94363-9 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""ITIL® 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""
""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"" ""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"" ""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"" ""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"" ""Four Key Elements of Service Design"" |
| Record Nr. | UNINA-9910791707403321 |
|
Morris Helen
|
||
| Chichester, U.K., : Wiley, 2012 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
ITIL foundation exam study guide / / Helen Morris, Liz Gallacher
| ITIL foundation exam study guide / / Helen Morris, Liz Gallacher |
| Autore | Morris Helen |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Chichester, U.K., : Wiley, 2012 |
| Descrizione fisica | 1 online resource (410 p.) |
| Disciplina |
004.068
658.05 |
| Altri autori (Persone) | GallacherLiz |
| Soggetto topico |
Information technology - Management - Examinations
Information technology projects - Management - Examinations Electronic data processing personnel - Certification |
| ISBN |
1-119-94364-7
1-283-57136-6 9786613883810 1-119-94363-9 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""ITIL® 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""
""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"" ""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"" ""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"" ""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"" ""Four Key Elements of Service Design"" |
| Record Nr. | UNINA-9910972060403321 |
|
Morris Helen
|
||
| Chichester, U.K., : Wiley, 2012 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||