ITIL V2 Foundation Complete Certification Kit: Study Guide Book and Online Course

✍ Scribed by Claire Engle, Ivanka Menken, Gerard Blokdijk

• Publisher: Emereo Publishing
• Year: 2009
• Tongue: English
• Leaves: 95
• Edition: Pap/Pas
• Category: Library

✦ Synopsis

ITIL® (Information Technology Infrastructure Library) V2 Foundation Certification exam prep guide, including comprehensive study guide, online learning program, examples, instructions, & cautionary advice.

✦ Table of Contents

Foreword......Page 2
How to access the associated ITIL V2 Foundation eLearning Program......Page 3
Table of Contents......Page 4
1.1 What is IT Service Management?......Page 6
1.2 The Four Perspectives (Attributes) of ITSM......Page 8
1.3 What is ITIL?......Page 9
1.4 Processes vs. Services......Page 11
1.5 Functions......Page 13
1.6 Roles & Responsibilities within ITIL V2
......Page 14
1.7 Business and IT Alignment......Page 15
2 Common Terminology......Page 16
3 Service Delivery Processes......Page 20
3.1 Service Level Management......Page 21
3.2 Financial Management......Page 28
3.3 Capacity Management......Page 32
3.4 Availability Management......Page 37
3.5 IT Service Continuity Management......Page 44
3.6 Security Management (Separate ITIL V2 book)
......Page 49
4 Service Support Function & Processes
......Page 54
4.1 Configuration Management......Page 55
4.2 Service Desk (Function)......Page 60
4.3 What is the difference between an Incident and a Problem?
......Page 63
4.4 Incident Management......Page 64
4.5 Problem Management......Page 68
4.6 Change Management......Page 72
4.7 Release Management......Page 77
5.1 ITIL v2 Certification Pathways......Page 84
6 ITIL Foundation Exam Tips......Page 85
7 References......Page 86
INDEX......Page 87