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Table Of Contents

The ITIL Qualification Scheme1
1.1 About ITIL
1.2 The ITIL Qualification Scheme
1.2.1 Foundation Level
1.2.2 Intermediate Level
1.2.3 ITIL Expert
1.2.4 ITIL Master
1.3 examination Institutes
1.3.1 APMG
1.3.2 DANSK IT
1.3.3 DF Certifiering AB
1.3.4 EXIN
1.3.5 ISEB
1.3.6 LCS
1.4 Accredited Training Organizations
1.5 About this Study Guide
2.1 Definition of Service Management
2.2 Service Management Technology
2.3 Overview of the Service Lifecycle
2.4 ITIL Library
2.5 Introduction to Functions and processes
2.6 Sample Questions
3.1 Lifecycle phase
3.1.1 Introduction
3.1.2 Basic concepts
3.1.3 Processes and other activities
3.1.4 Organization
3.1.5 Methods, techniques and tools
3.1.6 Implementation and operation
3.2 Functions and processes
3.2.1 Financial Management
3.2.2 Service Portfolio Management
3.2.3 Demand Management
3.3 Sample Questions
4.1 Lifecycle phase
4.1.1 Introduction
4.1.2 Basic concepts
4.1.3 Processes and other activities
4.1.6 Implementation and operation
4.2 Functions and processes
4.2.1 Service Catalogue Management
4.2.2 Service Level Management
4.2.4 Availability Management
4.2.5 IT Service Continuity Management
4.2.6 Information Security Management
4.2.7 Supplier Management
4.3 Sample Questions
5.1 Lifecycle phase
5.1.1 Introduction
5.1.2 Basic concepts
5.1.3 Processes and other activities
5.1.4 Organization
5.1.5 Methods, techniques and tools
5.1.6 Implementation and operation
5.2 Functions and processes
5.2.1 Transition Planning and Support
5.2.2 Change Management
5.2.3 Service Asset and Configuration Management
5.2.4 Release and Deployment Management
5.2.5 Service Validation and Testing
5.2.6 Evaluation
5.2.7 Knowledge Management
5.3 Sample Questions
6.1 Lifecycle phase
6.1.1 Introduction
6.1.2 Basic concepts
6.1.3 Processes and other activities
6.1.4 Organization
6.1.5 Methods, techniques and tools
6.1.6 Implementation and operation
6.2 Functions and processes
6.2.1 Event Management
6.2.2 Incident Management
6.2.3 Request Fulfillment
6.2.4 Problem Management
6.2.5 Access Management
6.2.6 Monitoring and Control
6.2.7 IT Operations
6.2.8 Service Desk
6.3 Sample Questions
Continual Service Improvement (CSI)
7.1 Lifecycle phase
7.1.1 Introduction
7.1.2 Basic concepts
7.1.3 Processes and other activities
7.1.4 Organization
7.1.5 Methods, techniques and tools
7.1.6 Implementation and operation
7.2 Functions and processes
7.2.1 CSI Improvement Process
7.2.2 Service Reporting
7.3 Sample Questions
8.1 prerequisites
8.2 Format
8.3 exam preparations
8.3.1 Preparation for the exam
8.3.2 Preparation for the day of the exam
8.3.3 Hints and tips during the exam
8.4 Sample exam Questions
Answers to the Sample Questions
2.6 Answers
3.3 Answers
4.3 Answers
5.3 Answers
6.3 Answers
7.3 Answers
8.4 Answers
Cross-reference to exam requirements
Glossary
Acronyms
References
Index
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Published by: thismailtasteslikespam on Sep 26, 2012
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