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Copyright 2008, taruu LLC ::All Rights Reserved ITIL® v3 Foundation Study Guide
ITIL® v3 Foundation Study Guide
About taruu ................................................................................................................................................... 6Overview ....................................................................................................................................................... 6Additional Exam Resources ........................................................................................................................... 6General Exam Tips ......................................................................................................................................... 7
What’s On the Exam
..................................................................................................................................... 8ITIL Core Concepts ...................................................................................................................................... 13Services ................................................................................................................................................... 13Service Management .............................................................................................................................. 13ITIL as a Good Practice Framework ......................................................................................................... 13The Service Lifecycle ............................................................................................................................... 13Processes ................................................................................................................................................. 14ITIL Processes by Lifecycle Phase ........................................................................................................ 15Functions ................................................................................................................................................. 16Roles ........................................................................................................................................................ 16Organizing For Service Management .......................................................................................................... 17ITIL
®
Functions ......................................................................................................................................... 17Service Desk ........................................................................................................................................ 17Technical Management ....................................................................................................................... 17Application Management ................................................................................................................... 17IT Operations Management ................................................................................................................ 18The RACI Model....................................................................................................................................... 18Service Strategy .......................................................................................................................................... 20Overview ................................................................................................................................................. 20Business Value ........................................................................................................................................ 20Concepts and Models ............................................................................................................................. 20
 
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Copyright 2008, taruu LLC ::All Rights Reserved ITIL® v3 Foundation Study Guide
Business Case ...................................................................................................................................... 20Return on Investment (ROI)/Value on Investment (VOI) .................................................................... 20Value: Utility and Warranty ............................................................................................................... 20Service Assets ...................................................................................................................................... 21The Service Portfolio ........................................................................................................................... 21The Service Belt ................................................................................................................................... 22Processes ................................................................................................................................................. 23Service Strategy................................................................................................................................... 23Service Portfolio Management ........................................................................................................... 23Demand Management ........................................................................................................................ 23IT Financial Management .................................................................................................................... 24Service Design ............................................................................................................................................. 25Overview ................................................................................................................................................. 25Business Value ........................................................................................................................................ 25Concepts and Models ............................................................................................................................. 25Quality Must Be Built-In ...................................................................................................................... 25The Service Catalog ............................................................................................................................. 25
The Four P’s of Service Design
............................................................................................................ 26The Five Aspects of Service Design ..................................................................................................... 26Service Design Processes ........................................................................................................................ 27Service Catalog Management ............................................................................................................. 27Service Level Management ................................................................................................................. 27Availability Management .................................................................................................................... 28Capacity Management ........................................................................................................................ 28IT Service Continuity Management ..................................................................................................... 29IT Security Management ..................................................................................................................... 30Supplier Management ........................................................................................................................ 30Service Transition ........................................................................................................................................ 31Overview ................................................................................................................................................. 31
 
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Copyright 2008, taruu LLC ::All Rights Reserved ITIL® v3 Foundation Study Guide
Business Value ........................................................................................................................................ 31Concepts and Models ............................................................................................................................. 31Service V-Model .................................................................................................................................. 31Change ................................................................................................................................................ 32Request for Change ............................................................................................................................. 32Change Types ...................................................................................................................................... 32Change Authority ................................................................................................................................ 32Change Advisory Board ....................................................................................................................... 32Emergency Change Advisory Board .................................................................................................... 32Change Model ..................................................................................................................................... 33Release ................................................................................................................................................ 33Release Unit ........................................................................................................................................ 33Baseline ............................................................................................................................................... 33Configuration Management System (CMS) ........................................................................................ 33Configuration Item (CI) ....................................................................................................................... 33Service Transition Processes ................................................................................................................... 34Change Management .......................................................................................................................... 34Service Asset and Configuration Management .................................................................................. 34Release and Deployment Management ............................................................................................. 35Minor Service Transition Processes .................................................................................................... 35Service Operation ....................................................................................................................................... 37Overview ................................................................................................................................................. 37Business Value ........................................................................................................................................ 37Concepts and Models ............................................................................................................................. 37Balance ................................................................................................................................................ 37Communication ................................................................................................................................... 37Incident ................................................................................................................................................... 38Problem ............................................................................................................................................... 38Error .................................................................................................................................................... 38
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