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ITIL v3 Foundations Exam Prep - Book

ITIL v3 Foundations Exam Prep - Book

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Published by: ice4225 on Feb 19, 2010
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1
 
Copyright The Art of Service
 
1 Foreword 
This Exam Preparation book is intended for those preparing for theITIL® V3 Foundation Exam.The Art of Service is an Accredited Training Organization for thisprogram and has been training this course for more than 8 years. Thestrategies and content in this book is a result of experience andunderstanding of the ITIL® Foundation Program, and the examrequirements.This book is
not
a replacement for completing the course. This is astudy aid to assist those who have completed an accredited courseand preparing for the exam.Do not underestimate the value of your own notes and study aids. Themore you have, the more prepared you will be.While it is not possible to pre-empt every question and content thatMAY be asked in the Foundation exams, This Book covers the mainconcepts of IT Service Management, each phase and process in theService Lifecycle and is followed by a Practice Exam (created by TheArt of Service).Each Process contains a summarized overview of key knowledge for the Foundation Exam. These overviews are designed to help you toreference the knowledge gained through the course.Due to licensing rights, we are unable to provide actual APMG Exams.However, the study notes and sample exam questions in this book willallow you to more easily prepare for an APMG ITIL ® Foundationexam.Ivanka MenkenExecutive Director The Art of Service
ITIL® is a Registered Community Trade Mark of OGC (Office of Government Commerce,London, UK), and is Registered in the U.S. Patent and Trademark Office.
 
Copyright The Art of Service
 
2
2 Table of Contents
1
 
Foreword..............................................................................1
 
2
 
Table of Contents.................................................................2
 
3
 
ITIL® v3 Certification Pathway.............................................4
 
4
 
Exam Specifics....................................................................5
 
5
 
Exam Prerequisites..............................................................5
 
6
 
Exam Hints..........................................................................6
 
7
 
The Art of Service Objective Tree........................................8
 
8
 
Study Notes.........................................................................9
 
9
 
IT Service Management.....................................................10
 
10
 
ITIL ® v3 Service Lifecycle................................................13
 
11
 
Service Strategy................................................................14
 
12
 
Financial Management.......................................................16
 
13
 
Service Portfolio Management...........................................17
 
14
 
Demand Management.......................................................18
 
15
 
Service Design...................................................................19
 
16
 
Service Level Management...............................................21
 
17
 
Supplier Management........................................................23
 
18
 
Service Catalog Management............................................25
 
19
 
Capacity Management.......................................................26
 
20
 
Availability Management....................................................28
 
21
 
IT Service Continuity Management....................................30
 
22
 
Information Security Management.....................................31
 
23
 
Service Transition..............................................................33
 
24
 
Knowledge Management...................................................34
 
25
 
Service Asset and Configuration Management..................35
 
26
 
Change Management........................................................37
 
27
 
Release and Deployment Management.............................39
 
28
 
Service Validation and Testing..........................................41
 
29
 
Service Operation..............................................................42
 
30
 
Service Desk Function.......................................................43
 
31
 
Technical Management Function.......................................45
 
32
 
IT Operations Management Function.................................46
 
33
 
Application Management Function.....................................47
 
34
 
Event Management............................................................48
 
35
 
Incident Management........................................................49
 
36
 
Problem Management........................................................51
 
37
 
Request Fulfilment.............................................................52
 
38
 
Access Management.........................................................53
 
39
 
Continual Service Improvement.........................................54
 
 
3
 
Copyright The Art of Service
 
40
 
Service Measurement and Reporting.................................55
 
41
 
Continual Service Improvement Process...........................56
 
42
 
Practice Exam Questions...................................................57
 
43
 
Answers.............................................................................84
 
44
 
ACRONYMS......................................................................85
 
45
 
Glossary.............................................................................87
 
46
 
References........................................................................90
 
Notice of Rights
 
All rights reserved. No part of this book may be reproduced or transmitted in any formby any means, electronic, mechanical, photocopying, recording, or otherwise, withoutthe prior written permission of the publisher.
 
Notice of Liability
 
The information in this book is distributed on an “As Is” basis without warranty. Whileevery precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructionscontained in this book or by the products described in it.
 
Trademarks
 
Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book,and the publisher was aware of a trademark claim, the designations appear asrequested by the owner of the trademark. All other product names and servicesidentified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or theuse of any trade name, is intended to convey endorsement or other affiliation with thisbook.
 

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