IT Service Management: A Guide for ITIL V3 Foundation Exam Candidates

Description

ITIL and IT Service Management have been practised successfully around the world for more than 20 years. ITIL is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. It was developed following the recognition that organizations were becoming increasingly dependent on IT to satisfy their corporate aims and meet their business needs. Such dependence leads to an increased requirement for reliable, high-quality IT services. This guide introduces ITIL both to Foundation Examination candidates and to people simply looking to gain a practical understanding of IT service management.

CONTENTS:

What is Service Management? Service Strategy Service Design Service Transition Service Operation Continual Service Improvement IT Financial Management Demand Management Service Portfolio Management Service Catalogue Management Service Level Management Supplier Management Capacity Management Availability Management IT Service Continuity Management Information Security Management and Access Management Knowledge Management Service Asset and Configuration Management Change Management Release and Deployment Management The Service Desk Request Fulfilment Incident Management Problem Management IT Operations Management Event Management Application Management Technical Management Measurement and Metrics The Deming Cycle Exam Technique