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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 [[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-9910808340803321 |
|
Morris Helen
|
||
| Chichester, U.K., : Wiley, 2012 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
ITIL®4 : Direct, Plan and Improve / / AXELOS Limited
| ITIL®4 : Direct, Plan and Improve / / AXELOS Limited |
| Pubbl/distr/stampa | Norwich, England : , : TSO (The Stationery Office), part of Williams Lea, , [2020] |
| Descrizione fisica | 1 online resource (161 pages) |
| Disciplina | 658.4038 |
| Soggetto topico |
Information technology - Management - Examinations
Information technology projects - Management - Examinations |
| ISBN | 0-11-331645-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Intro -- Copyright Page -- Contents -- List of figures -- List of tables -- Foreword -- Preface -- About the ITIL 4 publications -- About the ITIL story -- ITIL Foundation recap -- Chapter 1: Introduction -- 1.1 Why direction, planning, and improvement matter -- 1.2 Direction -- 1.3 Planning -- 1.4 Improvement -- 1.5 The role of measurement and reporting -- 1.6 Direction, planning, and improvement of the ITIL SVS -- 1.7 Applying the guiding principles -- 1.8 alue, outcomes, costs, and risks in direct, plan, and improve -- 1.9 Direction, planning, and improvement for everyone -- Chapter 2: Strategy and direction -- 2.1 Strategy management -- 2.2 Defining the structures and methods used to direct behaviours and make decisions -- 2.3 The role of risk management in direction, planning, and improvement -- 2.4 Portfolio management: a key decision-making practice -- 2.5 Direction via governance, risk, and compliance -- 2.6 Summary -- Chapter 3: Assessment and planning -- 3.1 Basics of assessment -- 3.2 Basics of planning -- 3.3 Introduction to value stream mapping -- 3.4 Summary -- Chapter 4: Measurement and reporting -- 4.1 Basics of measurement and reporting -- 4.2 Types of measurements -- 4.3 Measurement and the four dimensions -- 4.4 Measurement of products and services -- 4.5 Summary -- Chapter 5: Continual improvement -- 5.1 Creating a continual improvement culture -- 5.2 Continual improvement of the service value chain and practices -- 5.3 Continual improvement in organizations -- 5.4 The continual improvement model -- 5.5 Using measurement and reporting in continual improvement -- 5.6 Summary -- Chapter 6: Communication and organizational change management -- 6.1 Basics of effective communication -- 6.2 Identifying and communicating with stakeholders -- 6.3 Basics of OCM -- 6.4 Summary -- Chapter 7: Developing a service value system.
7.1 Adopting the guiding principles -- 7.2 Centre of excellence for service management -- 7.3 The four dimensions of service management in the SVS -- 7.4 Summary -- Chapter 8: Bringing it together -- 8.1 Modern leadership -- 8.2 Using the guiding principles for direction, planning, and improvement -- 8.3 Summary -- Chapter 9: Conclusion -- The ITIL story -- End note: The ITIL story -- Further research -- Glossary -- Acknowledgements. |
| Record Nr. | UNINA-9910817765803321 |
| Norwich, England : , : TSO (The Stationery Office), part of Williams Lea, , [2020] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
