ITIL V3 Foundation Exam The Study Guide

Foreword......Page 6
Contents......Page 8
1.2	The ITIL® V3 Qualification Scheme......Page 12
1.3	Examination Institutes......Page 15
1.5	About this Study Guide......Page 16
2.2	Service Management Technology......Page 18
2.3	Overview of the Service Lifecycle......Page 19
2.4	ITIL Library......Page 21
2.5	Introduction to Functions and Processes......Page 22
2.6	Sample Questions......Page 24
3.1	Lifecycle Phase......Page 26
3.2	Functions and Processes......Page 33
3.3	Sample Questions......Page 42
4.1	Lifecycle Phase......Page 44
4.2	Functions and Processes......Page 53
4.3	Sample Questions......Page 73
5.1	Lifecycle Phase......Page 78
5.2	Functions and Processes......Page 86
5.3	Sample Questions......Page 104
6.1	Lifecycle Phase......Page 106
6.2	Functions and Processes......Page 114
6.3	Sample Questions......Page 135
7.1	Lifecycle Phase......Page 138
7.2	Functions and Processes......Page 147
7.3	Sample Questions......Page 152
8.3	Exam Preparations......Page 154
8.4	Sample Exam Questions......Page 155
Answers to the Sample Questions......Page 168
Cross-reference to exam requirements......Page 174
Glossary......Page 182
Acronyms......Page 234
References......Page 236
Index......Page 238