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ITIL Foundation Certification Guide

ITIL Foundation Certification Guide

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Published by shiraz_ali_1

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Published by: shiraz_ali_1 on Mar 01, 2011
Copyright:Attribution Non-commercial

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08/29/2011

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IT Infrastructure Services
ITIL Foundation Level - Certification Guide
  
 
 
  
Controlled copy  ITIL Foundation Level - Certification Guide
  
 
  
 
 
 
Table of Contents
1.0
 
Goal of the Course: 6
 
1.1
 
Features 6
 
1.2
 
TOPICS 6
 
1.2.1
 
ITIL IT Service Management Processes 6
 
1.2.2
 
ITIL Service Support Processes: 6
 
1.2.3
 
ITIL Service Delivery Processes: 7
 
2.0
 
Introduction 8
 
3.0
 
IT Service Management 11
 
3.1
 
IT Service Management Background 11
 
3.2
 
Services and Quality 13
 
3.2.1
 
Quality Assurance 14
 
3.2.2
 
Human Resource Management 23
 
4.0
 
Introduction to ITIL 28
 
4.1
 
Background 28
 
4.2
 
Advantages to the Customer/End User: 29
 
4.3
 
Advantages to the IT Organization: 29
 
4.4
 
Potential disadvantages: 30
 
4.5
 
Organizations 31
 
5.0
 
Service Desk 43
 
5.1
 
Introduction 43
 
5.2
 
Objective 43
 
5.3
 
Process Description 44
 
5.4
 
Activities 44
 
6.0
 
Activities 44
 
6.1
 
Roles 45
 
6.2
 
Relationships 46
 
6.3
 
Benefits 47
 
6.4
 
Summary 48
 
6.5
 
Common Problems 49
 
6.6
 
Metrics 50
 
6.7
 
Service Desk Structure - Best Practice 50
 
6.7.1
 
Virtual Service Desk 53
 
6.8
 
Essential Terms 54
 
 
  
Controlled copy  ITIL Foundation Level - Certification Guide
  
 
  
 
 
 
7.0
 
Incident Management 56
 
7.1
 
Introduction 56
 
7.2
 
Objective 56
 
7.3
 
Process Description 57
 
7.4
 
Activities 57
 
7.4.1
 
Incident detection and recording 58
 
7.4.2
 
Classification and initial support 58
 
7.4.3
 
Investigation and diagnosis 59
 
7.4.4
 
Resolution and recovery 59
 
7.4.5
 
Incident closure 59
 
7.4.6
 
Incident ownership, monitoring, tracking and communication 60
 
7.5
 
Roles 60
 
7.6
 
Relationships 60
 
7.6.1
 
Configuration management: 60
 
7.6.2
 
Problem Management 61
 
7.6.3
 
Change Management 61
 
7.6.4
 
Service Delivery Processes 61
 
7.7
 
Benefits 62
 
7.8
 
Common Problems 62
 
7.9
 
Metrics 63
 
7.10
 
Best practice 63
 
7.10.1
 
Incident Management tools: 63
 
7.10.2
 
Different types of escalation 64
 
7.10.3
 
Interesting Websites 64
 
7.11
 
Essential Terms 65
 
8.0
 
Problem Management 67
 
8.1
 
Introduction 67
 
8.2
 
Objective 68
 
8.3
 
Process Description 68
 
8.4
 
Activities 71
 
8.5
 
Roles 75
 
8.6
 
Benefits 77
 
8.7
 
Common Problems 78
 
8.8
 
Metrics 78
 
8.9
 
Best practices 79
 
8.10
 
Essential Terms 80
 
9.0
 
Change Management 81
 
9.1
 
Introduction 81
 
9.2
 
Objective 82
 

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