IT Service Management: A Guide for ITIL Foundation Exam Candidates Second Edition

Copyright......Page 1
CONTENTS......Page 7
LIST OF FIGURES AND TABLES......Page 14
AUTHORS......Page 16
ABBREVIATIONS......Page 18
GLOSSARY......Page 20
USEFUL WEBSITES......Page 24
PREFACE......Page 25
INTRODUCTION......Page 26
SECTION 1: OVERVIEW......Page 29
INTRODUCTION......Page 31
'BEST PRACTICE' VERSUS 'GOOD PRACTICE'......Page 32
THE ITIL FRAMEWORK......Page 34
THE ITIL CORE......Page 35
RELATED MATERIAL......Page 36
THE ITIL SERVICE MANAGEMENT MODEL......Page 37
KEY CONCEPTS......Page 38
TEST QUESTIONS FOR CHAPTER 1......Page 49
SECTION 2: THE SERVICE LIFECYCLE......Page 51
GOVERNANCE......Page 53
IT SERVICE PROVIDER TYPES......Page 54
SERVICE MANAGEMENT AS A STRATEGIC ASSET......Page 55
DEVELOPING STRATEGY FOR SPECIFIC SERVICES......Page 56
SERVICE ASSETS......Page 57
AUTOMATING SERVICE MANAGEMENT PROCESSES......Page 58
TEST QUESTIONS FOR CHAPTER 2......Page 59
INTRODUCTION......Page 60
THE FIVE MAJOR ASPECTS OF SERVICE DESIGN......Page 61
THE SERVICE DESIGN PACKAGE......Page 62
TEST QUESTIONS FOR CHAPTER 3......Page 63
PURPOSE AND OBJECTIVES......Page 64
PROCESS OBJECTIVES AND VALUE......Page 66
CHALLENGES......Page 67
TEST QUESTIONS FOR CHAPTER 4......Page 68
PURPOSE AND OBJECTIVES......Page 69
KEY ACTIVITIES AND FUNCTIONS......Page 70
SELF HELP......Page 71
TEST QUESTIONS FOR CHAPTER 5......Page 72
PURPOSE AND OBJECTIVES......Page 73
KEY PRINCIPLES......Page 75
TEST QUESTIONS FOR SECTION 2......Page 76
SECTION 3: THE PROCESSES AND FUNCTIONS......Page 77
PURPOSE AND OBJECTIVES......Page 79
GENERAL PRINCIPLES......Page 80
KEY ACTIVITIES......Page 81
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES......Page 82
TEST QUESTIONS FOR CHAPTER 7......Page 85
INTRODUCTION AND SCOPE......Page 86
ACTIVITIES AND CONCEPTS......Page 87
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES......Page 89
TEST QUESTIONS FOR CHAPTER 8......Page 90
PURPOSE AND OBJECTIVES......Page 91
PATTERNS OF BUSINESS ACTIVITY......Page 92
THE BENEFITS OF DEMAND MANAGEMENT......Page 94
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES......Page 95
TEST QUESTIONS FOR CHAPTER 9......Page 96
INTRODUCTION AND SCOPE......Page 97
SERVICE PORTFOLIO COMPONENTS......Page 98
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES......Page 101
TEST QUESTIONS FOR CHAPTER 10......Page 102
PURPOSE AND OBJECTIVES......Page 103
CHALLENGES......Page 104
TEST QUESTION FOR CHAPTER 11......Page 105
INTRODUCTION AND SCOPE......Page 106
KEY ACTIVITIES......Page 107
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES......Page 111
TEST QUESTIONS FOR CHAPTER 12......Page 112
PURPOSE AND OBJECTIVES......Page 113
BASIC CONCEPTS......Page 114
SERVICE LEVEL AGREEMENTS......Page 115
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES......Page 120
METRICS......Page 121
TEST QUESTIONS FOR CHAPTER 13......Page 122
INTRODUCTION AND SCOPE......Page 123
PURPOSE AND OBJECTIVES......Page 124
CATEGORISING SUPPLIERS......Page 125
KEY ACTIVITIES......Page 126
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES......Page 127
ROLES......Page 128
TEST QUESTIONS FOR CHAPTER 14......Page 129
INTRODUCTION AND SCOPE......Page 130
THE CAPACITY PLAN......Page 131
THE THREE SUB-PROCESSES OF CAPACITY MANAGEMENT......Page 132
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES......Page 133
TEST QUESTIONS FOR CHAPTER 15......Page 135
PURPOSE AND OBJECTIVES......Page 136
HOW COMPONENT AVAILABILITY AFFECTS SERVICE AVAILABILITY......Page 137
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES......Page 139
METRICS......Page 140
ROLES......Page 141
TEST QUESTIONS FOR CHAPTER 16......Page 142
PURPOSE AND OBJECTIVES......Page 143
KEY ACTIVITIES......Page 144
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES......Page 146
TEST QUESTIONS FOR CHAPTER 17......Page 147
PURPOSE AND OBJECTIVES......Page 148
ACCESS MANAGEMENT......Page 150
FACILITIES MANAGEMENT – THE CONTROL OF PHYSICAL ACCESS......Page 151
METRICS......Page 152
TEST QUESTIONS FOR CHAPTER 18......Page 153
PURPOSE, OBJECTIVES AND VALUE......Page 154
KEY ACTIVITIES......Page 155
METRICS......Page 158
TEST QUESTIONS FOR CHAPTER 19......Page 159
PURPOSE AND OBJECTIVES......Page 160
KEY ACTIVITIES......Page 161
CHALLENGES......Page 162
TEST QUESTIONS FOR CHAPTER 20......Page 163
PURPOSE AND OBJECTIVES......Page 164
BASIC CONCEPTS......Page 165
ACTIVITIES......Page 168
METRICS......Page 169
TEST QUESTIONS FOR CHAPTER 21......Page 170
PURPOSE AND OBJECTIVES......Page 171
BASIC CONCEPTS......Page 172
ACTIVITIES......Page 175
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES......Page 177
METRICS......Page 178
TEST QUESTIONS FOR CHAPTER 22......Page 179
PURPOSE AND OBJECTIVES......Page 180
BASIC CONCEPTS......Page 181
ACTIVITIES, METHODS AND TECHNIQUES......Page 182
METRICS......Page 183
TEST QUESTIONS FOR CHAPTER 23......Page 184
BASIC CONCEPTS......Page 185
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES......Page 189
CHALLENGES......Page 190
TEST QUESTIONS FOR CHAPTER 24......Page 191
KEY ACTIVITIES......Page 192
TEST QUESTIONS FOR CHAPTER 25......Page 193
BASIC CONCEPTS......Page 194
KEY ACTIVITIES......Page 195
ROLES......Page 198
TEST QUESTIONS FOR CHAPTER 26......Page 199
BASIC CONCEPTS......Page 200
KEY ACTIVITIES......Page 201
PROACTIVE PROBLEM MANAGEMENT......Page 205
CHALLENGES......Page 206
TEST QUESTIONS FOR CHAPTER 27......Page 207
KEY ACTIVITIES......Page 208
TEST QUESTIONS FOR CHAPTER 28......Page 209
INTRODUCTION AND SCOPE......Page 210
TEST QUESTIONS FOR CHAPTER 29......Page 211
PURPOSE AND OBJECTIVES......Page 213
RELATIONSHIP BETWEEN APPLICATION MANAGEMENT AND APPLICATION DEVELOPMENT......Page 214
KEY ACTIVITIES......Page 215
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT FUNCTIONS......Page 216
KEY ACTIVITIES......Page 217
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT FUNCTIONS......Page 218
PURPOSE AND OBJECTIVES......Page 219
ROLES......Page 220
TEST QUESTION FOR CHAPTER 32......Page 221
SECTION 4: MEASUREMENT, METRICS AND THE DEMING CYCLE......Page 223
INTRODUCTION......Page 225
KEY PERFORMANCE INDICATORS AND METRICS......Page 226
USING METRICS AND KPIS TO IMPROVE PERFORMANCE......Page 227
METRICS IN REPORTS......Page 228
TEST QUESTIONS FOR CHAPTER 33......Page 229
INTRODUCTION......Page 230
KEY ACTIVITIES......Page 231
TEST QUESTIONS FOR CHAPTER 34......Page 232
EXAM TECHNIQUES......Page 233
INDEX......Page 235
Back Cover......Page 241