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Table Of Contents

Foreword
3 ITIL® v3 Certification Pathway
4 Exam Specifics
5 Exam Prerequisites
6 Exam Hints
7 The Art of Service Objective Tree
8 Study Notes
9 IT Service Management
9.1 Basic Concepts:
9.1.3 Why Service Management?
9.2 Key Terms:
10 ITIL ® v3 Service Lifecycle
11 Service Operation
11.1 Basic Concepts
11.1.1 Service Operation – Value:
11.1.2 Service Operation – Scope:
11.1.3 Achieving the Balance
11.1.4 Communication
12 Operational Support and Analysis
13 Event Management
13.1 Basic Concepts
13.1.1 Event management – Business Value
13.1.2 Activities
13.1.3 Interfaces
13.1.4 Metrics
13.1.5 Challenges
13.1.6 Critical Success Factors
13.1.7 Risks:
13.1.8 Designing for Event management
13.2 Key Terms
14 Incident Management
14.1.1 Objective:
14.2 Basic Concepts
14.2.1 Incident Management – Business Value
14.2.2 Activities
14.2.3 Interfaces
14.2.4 Metrics
14.2.5 Challenges
14.2.6 Critical Success Factors
14.2.7 Risks
14.2.8 Incident Model:
14.2.9 Major Incident
14.3 Key Terms
15 Problem Management
15.1.1 Objective:
15.2 Basic Concepts
15.2.1 Problem Management – Business Value
15.2.2 Reactive Activities
15.2.3 Proactive Activities
15.2.4 Interfaces
15.2.5 Metrics
15.2.6 Challenges and Critical Success Factors
15.3 Key Terms
16 Request Fulfillment
16.1 Basic Concepts:
16.1.1 Request Fulfilment – Business Value:
16.1.2 Activities:
16.1.3 Interfaces:
16.1.4 Metrics:
16.1.5 Challenges:
16.2 Key Terms:
17 Access Management
17.1 Basic Concepts:
17.1.1 Asset Management – Business Value
17.1.2 Activities
17.1.3 Interfaces
17.1.4 Metrics
17.1.5 Challenges and Critical Success Factors
18.2.3 Staffing
18.2.4 Metrics
18.2.5 Outsourcing Service Desk
19 Technical Management Function
19.1.1 Objective:
19.2 Basic Concepts
19.2.1 Role:
19.2.2 Activities
19.2.3 Organization
19.2.4 Metrics
20 IT Operations Management Function
20.1.1 Objective:
20.2 Basic Concepts
20.2.1 Role:
20.2.2 Sub Functions
20.2.3 Organization
20.2.4 Metrics
21 Application Management Function
21.1.1 Objective:
21.2 Basic Concepts
21.2.1 Role
21.2.2 Organization
21.2.3 Metrics
22 OSA - Technology and Implementation
22.1 Basic Concepts:
22.1.1 Integrated ITSM technology:
22.1.2 Event Management
22.1.3 Incident Management
22.1.4 Request Fulfilment
22.1.5 Problem Management
22.1.6 Access Management
22.1.7 Service Desk
22.1.8 Service Management Tools
22.1.9 Tool Evaluation:
23 Service Operation
23.1.1 Activities
23.1.2 Plan and implement Service Management
23.1.3 OSA – Challenges
23.1.4 OSA – Critical Success Factors
23.1.5 OSA – Risks
24 Practice Exam
24.1 Refresher “Warm up Questions”
24.2 Intermediate Style Practice Exam
25 Answer Guide
25.1 Answers to warm up Questions
25.2 Answers to Intermediate Style Practice Exam
26 ACRONYMS
27 Glossary
28 References
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ITIL V3 Service Capability OSA Certification Exam

ITIL V3 Service Capability OSA Certification Exam

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Published by: majnooon on May 26, 2011
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