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Table Of Contents

eLearning Program: Minimum System Requirements
1 Introduction
1.2 Benefits of ITSM
1.3 Business and IT Alignment
1.4 What is ITIL®?
2 Common Terminology
2.1 What are Services?
2.2 Processes & Functions
2.2.1 Defining Processes
2.2.2 Defining Functions
3 The Service Lifecycle
3.1 Mapping the Concepts of ITIL® to the Service Lifecycle
3.2 How does the Service Lifecycle work?
4 Service Strategy
4.1 Objectives
4.2.2 Service Packages and Service Level Packages
4.3 Service Strategy Processes
4.3.1 Service Portfolio Management
4.3.2 Financial Management
4.3.3 Demand Management
4.4.2 Interfaces with the Service Transition Phase
4.4.3 Interfaces with the Service Operation Phase
4.4.4 Interfaces with the Continual Service Improvement Phase
4.5 Service Strategy Service Scenario
4.5.1 Overall Service Strategy
4.5.2 Service Portfolio Management Considerations
4.5.3 Financial Management Considerations
4.5.4 Demand Management Considerations
4.6 Service Strategy Review Questions
4.6.1 Question 1
4.6.2 Question 2
4.6.3 Question 3
4.6.4 Question 4
4.6.5 Question 5
4.6.6 Question 6
4.6.7 Question 7
4.6.8 Question 8
4.6.9 Question 9
4.6.10 Question 10
5 Service Design
5.1 Objectives
5.2 Major Concepts
5.2.1 Five Major Aspects of Service Design
5.2.2 Service Design Packages
Service Design Packages
5.3 Service Design Processes
5.3.1 Service Level Management
5.3.2 Supplier Management
5.3.3 Service Catalogue Management
5.3.4 Capacity Management
5.3.5 Availability Management
5.3.6 IT Service Continuity Management
5.3.7 Information Security Management
5.4 Service Design Summary
5.5 Service Design Scenario
5.5.1 Service Level Management Considerations
5.5.2 Capacity Management Considerations
5.5.3 Availability Management Considerations
5.5.4 Information Security Management Considerations
5.5.5 Service Catalogue Management Considerations
5.5.6 ITSCM Considerations
5.5.7 Supplier Management Considerations
5.6 Service Design Review Questions
5.6.1 Question 1
5.6.2 Question 2
5.6.3 Question 3
5.6.4 Question 4
5.6.5 Question 5
5.6.6 Question 6
5.6.7 Question 7
5.6.8 Question 8
5.6.9 Question 9
5.6.10 Question 10
6 Service Transition
6.1 Objectives
6.2 Service Transition Processes
6.2.1 Knowledge Management
6.2.2 Service Asset and Configuration Management
6.2.3 Change Management
6.2.4 Release and Deployment Management
6.2.5 Service Validation and Testing
6.3 Service Transition Summary
6.4 Service Transition Scenario
6.4.1 Knowledge Management Considerations
6.4.2 Service Asset and Configuration Management Considerations
6.4.3 Change Management Considerations
6.4.4 Release and Deployment Management Considerations
6.4.5 Service Validation and Testing Considerations
6.5 Service Transition Review Questions
6.5.1 Question 1
6.5.2 Question 2
6.5.3 Question 3
6.5.4 Question 4
6.5.5 Question 5
6.5.6 Question 6
6.5.7 Question 7
6.5.8 Question 8
6.5.9 Question 9
6.5.10 Question 10
7 Service Operation
7.1 Objectives
7.2 Major Concepts
7.3 Service Operation Functions
7.3.1 The Service Desk
7.3.2 Technical Management
7.3.3 IT Operations Management
7.3.4 Application Management
7.4 Service Operation Processes
7.4.1 Event Management
7.4.2 Incident Management
7.4.3 Problem Management
7.4.4 Request Fulfillment
7.4.5 Access Management
7.5 Service Operation Summary
7.6 Service Operation Scenario
7.6.1 Functions
7.6.2 Processes
7.7 Service Operation Review Questions
7.7.1 Question 1
7.7.2 Question 2
7.7.3 Question 3
7.7.4 Question 4
7.7.5 Question 5
7.7.6 Question 6
7.7.7 Question 7
7.7.8 Question 8
7.7.9 Question 9
7.7.10 Question 10
8 Continual Service Improvement
8.1 Objectives
8.2 Major Concepts
8.3 Continual Service Improvement Processes
8.3.1 Service Level Management
8.3.2 Service Measurement and Reporting
8.3.3 CSI (7 Step) Improvement Process
8.4 Continual Service Improvement Summary
8.5 Continual Service Improvement Scenario
8.5.1 Service Level Management
8.5.2 Service Measurement and Reporting
8.5.3 CSI Process
8.6 Continual Service Improvement Review Questions
8.6.1 Question 1
8.6.2 Question 2
8.6.3 Question 3
8.6.4 Question 4
8.6.5 Question 5
9 ITIL® Foundation Exam Tips
9.1 Exam Details
9.2 Practical Suggestions
10 Answers to Review Questions
10.1 Service Strategy
10.2 Service Design
10.3 Service Transition
10.4 Service Operation
10.5 Continual Service Improvement
11 Glossary
12 Certification
12.1 ITIL® Certification Pathways
12.2 ISO/IEC 20000 Pathways
13 INDEX
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Published by: Andrei on May 11, 2013
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05/24/2014

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