ITIL V3 Foundation Complete Certification Kit - Study Guide Book and Online Course The Exam Guide provides detailed information on the ITIL V3 Foundation. The Exam Guide provides detailed information on the ITIL V3 Foundation ITIL V3 Foundation Complete Certification Kit - Edition: Study Guide Book and. The Study Guide provides detailed information on the ITIL V3 Foundation It provides an essential tool for anyone taking the ITIL V3 Foundation Exam examine the cross-reference at the end of this book, or ask your accredited trainer.
|Language:||English, Spanish, German|
|Genre:||Fiction & Literature|
|PDF File Size:||20.28 MB|
|Distribution:||Free* [*Regsitration Required]|
The Foundations of ITIL® book (and its predecessors) was drafted to create a portable will assist you in achieving your ITIL V3 Foundations Qualification and . Michelle Leete. Associate Director–Book Content Management: Martin Tribe Thank you for choosing ITIL Foundation Exam Study Guide. This book is part of a. This Pocket Guide to the ITIL Foundation Certification was devised to meet the About the E-book. When it .. ITIL® V3: What's New?.
Service Asset and Configuration Management: This enables an organization to comply with corporate governance requirements. Typically managed through the Change Management process.
Basic Concepts Basic Concepts Configuration baseline Configuration details captured at a specific point in time. It is used as a reference point for future Builds. Releases and Changes. After major changes. This captures both the structure and details of a configuration Item. Basic Concepts: The only source for build and distribution Master copies of all software assets In house.
Logical Model Services E. Relationship between CMDB. Release and Deployment Management Lesson objectives At the end of this lesson. Release and Deployment Management: Test and Integrate releases Efficiently. With minimal impact on production services. Release Policy Release Policy: The overarching strategy for Releases and was derived from the Service Design phase of the Service Lifecycle and typically includes: Release Unit Release unit.
For example. Single release or many related releases. Fully configured desktop PC. Can include hardware. Typically includes sufficient components to perform a useful function. Cls that are normally released together. Minor Release: Contains small enhancements and fixes.
Containing large proportions of new functionalities. Also known as a Major Upgrade. Emergency Release: Normally linked to an Emergency change. A Minor Upgrade or release generally supersedes previous emergency fixes.
Release and Deployment Approaches Release and Deployment Approaches Big bang versus phased approach Phased approach can be users, locations, functionality..
Knowledge Management Lesson objectives At the end of this lesson, you should be able to: The goal of Knowledge Management is to Improve quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle The objective of Knowledge Management is to ensure that the right information is delivered to the appropriate place or person at the right time to enable informed decisions.
Knowledge Management is The process responsible for gathering, analyzing, storing and sharing knowledge and information within an organization. The primary purpose of knowledge Management is to improve efficiency and effectiveness by reducing the need to rediscover knowledge. A set of tools for managing knowledge and information. Module 4: Whish of the following is an activity of SACM? Transfer of services to and from external service provider a All of the above b None of the above c Only 1 and 2 d Only 1.
Which of the following does Service Transition provide guidance on: Testing and Validation 3. Moving New and Changed Services to production 2. Which of the following would be stored in the DML? Relevant License documentation 4. Copies of Purchased software 2. Copies of Internally developed software 3. The Change schedule a All of the above b 1 and 2 only c 3 and 4 only d 1. Service Operations Lesson objectives At the end of this lesson. Responsible for the ongoing management of the technology that is used to deliver and support services.
Carrying out activities and Processes required to deliver and manage Services at agreed levels. Service Operations: Objectives To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.
Value to Business Service Operations is where the plans. Service Operation is where actual value is seen. All communication should have: Clear audience. Issues can often be mitigated or avoided through good communication.
A servers CPU utilization is approaching maximum performance threshold. Events An expected or unexpected change of state of a an IT component that could negatively impact delivery of IT services.
Events are typically notifications created by an IT service. An Event signifying a service or a device is operating abnormally Example: A PC scan reveals the installation of unauthorized software.
Notification that a scheduled workload has completed An Event that is unusual but not an exception. Configuration Item CI or a monitoring tool. Alerts and Incident All Alerts are Events. A reduction in the quality of an IT service. This can be raised by IT support teams. Failure of a server in a clustered mode. Alerts are often created and managed by System Management tools. Relationship between Events.
Alerts are managed by the Event Management Process. Objective is to notify the concerned Stakeholders Incident An unplanned interruption to an IT service.
Failure of an IT component that has not yet affected service. Service Request Service Request A generic description for many varying types of demands that are placed upon the IT Department by the users.
A request to change a password. Many of these requests are actually small changes — low risk. A request to install an additional software application onto a particular PC. Their scale and frequency. A request to relocate some items of desktop equipment. Workarounds for Problems are documented in Known Error Records. Workarounds for Incidents that do not have associated Problem Records are documented in the Incident Record.
The cause is not usually known at the time a Problem Record is created. Workaround A temporary way to restore service failures to a usable level.
Prioritized in the same way and for same reasons as Incidents. Used for reducing or eliminating the Impact of an Incident or Problem for which a full Resolution is not yet available. Known Errors are created and managed throughout their Lifecycle by Problem Management.
Known Errors may also be identified by Development or Suppliers. For example; Application incompatibility reports for Windows by Microsoft. Based on how Service levels will be affected. A measure of how long it will be until an Incident, Problem or Change has a significant Impact on the Business.
The relative importance of an Incident, Problem or Change. Priority is based on Impact and Urgency, and is used to identify required times for actions to be taken.
Service Operations Process Lesson objectives At the end of this lesson, you should be able to: Definition The process responsible for monitoring Events throughout their Lifecycle. Objectives To detect events, make sense of them and determine the appropriate control action. Can be used as a basis for automating many routine Operations Management activities, For example - executing scripts on remote devices, or - submitting jobs for processing It provides a way of comparing actual performance and behavior against design standards and SLAs.
Provide the basis for Operational Monitoring and Control. Event Management: Incident Management: Objectives Definition The process for dealing with all incidents. Objectives To restore normal service operation as quickly as possible and minimize the adverse impact on business operations To ensure that the best possible levels of service quality and availability are maintained.
The ability to identify potential improvements to services. The capability to identify business priorities and dynamically allocate resources as necessary. The incident model should include: Incident Models Major Incident. An Incident model is predefined steps to handle a particular Incident.
Problem Management: Objectives Definition The process responsible for managing the lifecycle of all problems. Objectives To prevent problems and resulting incidents from happening and to eliminate recurring incidents To minimize the impact of incidents that cannot be prevented.
Problem Management seeks to identify and remove the root-cause of Incidents in the IT Infrastructure. Maintain information about problems and the appropriate workarounds and resolutions Value to Business Together with Incident and Change Management increases IT service availability and quality.
Reduced expenditure on workarounds or fixes that do not work Reduction in cost of effort in firefighting or resolving repeat incidents. Scope and Value to Business Scope Activities required to diagnose the root cause of incidents and to determine the resolution to those problems.
Responsible for ensuring that the resolution is implemented through the appropriate control procedures. Reduction in downtimes and disruptions of Business critical systems. The subsequent activities are different as this is where the actual root-cause analysis is performed and the Known Error corrected. Process Flow: Password resets. To provide users with information on available services and procedures for obtaining them.
Deliver requested standard services. Objectives To provide pre-defined pre-approved standard services to users. Assist IT users with general information. Access Management is the operational enforcement of the policies defined by Information Security Management. In practice.
Access Management: Objectives Definition The process of granting authorized users the right to use a service.
Objectives To grant authorized users the right to use a Service and deny access to unauthorized users To Execute policies and actions defined in Security and Availability Management. Functions Lesson objectives At the end of this lesson. Manage Incidents throughout its lifecycle. Service Desk Definition A Service Desk is a functional unit made up of a dedicated number of staff responsible for dealing with a variety of service events.
Log calls. A reduced negative business impact. Improved usage of IT Support resources and increased productivity of business personnel. Better quality and faster turnaround of customer or user IT requests Enhanced focus and a proactive approach to IT service provisioning.
More meaningful management information for decision support Improved teamwork and communication amongst IT staff. Multiple Service desks across time zones to provide 24x7 service. Virtual Description Located physically close to the user community it serves.
Impression of single. Organization Structures Type 1. Service desk is deployed at one central physical location. Follow-The-Sun 5. Local 2. Centralized 3. Service Desk Function: Organization Structures. Service Desk centralized Second-Line Support more efficient and cost-effective. Safeguards are needed to ensure consistency and uniformity in service quality and cultural terms.
Virtual Virtual Single Visible Service Desk which may actually be run by staff in multiple locations. Service Desk: Expert Typing skills. Use of adequate technical skills to maintain the technical infrastructure and to speedily diagnose and resolve any technical failures that do occur. Ensures that resources are effectively trained and deployed to design.
Objectives To help plan. Assist in design and deployment of applications. Application Management Role of Application Management Function Responsible for managing applications throughout their lifecycle.
Operations Control. Facilities Management. Includes Console Management. The management of the physical IT environment. Job Scheduling. Regular scrutiny and improvements to achieve improved service at reduced costs. Swift application of operational skills to diagnose and resolve any IT operations failures that occur. Longer timescales D. Less documentation. Major Incidents require: Separate procedures B. Less urgency C.
None of the above. Both of the above C. Which of the following should be done when closing an Incident?
Check the Incident categorization and correct it if necessary 2: Decide whether a Problem needs to be logged A. To provide a channel for users to request and receive standard services D. To source and deliver the components of standard services that have been requested.
To provide information to users about what services are available and how to request them B. Network Management and Application Management B. Facilities Management and Technical Management. Technical Management and Application Management C. To design and build processes that will meet business needs D.
To deliver and manage IT Services at agreed levels to business users and customers. To proactively prevent all outages to IT Services C. Which of these activities would you expect to be performed by a Service Desk? Logging details of Incidents and service requests 2: Providing first-line investigation and diagnosis 3: Restoring service 4: Diagnosing the root-cause of problems A.
All of the above B. Continual Service Improvement At the end of this lesson. Continually be on the lookout for improvements related to process effectiveness and efficiency. To implement improvement plans in a cost-effective manner. Alignment of the service portfolio with business needs After implementing and operating processes. CSI help Maturing the processes. Overall health of ITSM. Organization need to: It takes care of entire ITSM as well as all dependent services.
Crown copyright OGC. Opposition eventually stops the change initiatives. Ensure selection and promotion criteria underpin the new approach.
And removal of barriers to change. Without quick wins too many people give up or join the ranks of those opposing change. Will require someone to take the individual measurements and combine them to provide a view of the customer experience. This data can be collected at multiple levels.
Service Measurement The ability to predict and report service performance against targets of an end-to-end service is known as Service Measurement. This data can be analyzed over a period of time to produce a trend. Types of Metrics Technology metrics: Key Definitions Improvement — Favorable Outcome showing a measurable increase in a desirable metric or a decrease in undesirable metric.
Baseline — Benchmark used as a reference point for later comparison. Return on Investment ROI — Quantifiable monetary benefit achieved by expending a certain amount of money. Benefit — Gain achieved from Improvement. Seven Step Improvement Process. Module 6: Which of the following does CSI provide guidance on? How to improve process efficiency and effectiveness 2.
Improvement of all phases of service lifecycle 4.
How to improve services 3. Measurement of processes and services a 1 and 2 only b All of the above c 2 only d 1. Which is the first activity of the CSI model? To improve services 3. To improve International standard such as ISO a 1 and 2 only b 2 and 4 only c 1. To improve process efficiency and effectiveness 2. To improve all phases of service lifecycle except Strategy 4. Which of the following are objectives of CSI?
Service Transition and Service Operation. This statement is also ruled out. This leaves the Statement B as the best answer. But assuming this isn't an obvious answer.
Again Using Elimination Methodology. Sample Question statements given below are applicable to all the processes? This seems to be the obvious answer. Hardware spares are they include statement 2.
Choices A. The DML holds definitive hardware spares 3. The DML includes master copies of controlled documentation a All of the above b 1 and 2 only c 2 and 3 only d 1 and 3 only Based on the above three statements. Flag for inappropriate content. Related titles. Jump to Page. Search inside document. Module 2 37 Service Strategy. Module 3 68 Service Design. Module 4 Service Transition. Change Flow. Release and Deployment Approaches Release and Deployment Approaches Big bang versus phased approach Phased approach can be users, locations, functionality..
Push versus Pull deployment Automated versus manual deployment Lesson 3. Knowledge Management: Goals The goal of Knowledge Management is to Improve quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle The objective of Knowledge Management is to ensure that the right information is delivered to the appropriate place or person at the right time to enable informed decisions.
Objectives Knowledge Management is The process responsible for gathering, analyzing, storing and sharing knowledge and information within an organization. Service Knowledge Management System Lesson 3. SKMS A set of tools for managing knowledge and information. Quiz Module 4: Module 5 Service Operations.
Urgency Priority Lesson 2.
Objectives Definition The process responsible for monitoring Events throughout their Lifecycle. Provide the basis for Operational Monitoring and Control Lesson 2. Managing Exceptional Events 5: Module 6 Continual Service Improvement. Continual Service Improvement Model. Summary Thank You. Carol Nzui. Max Oscar. Rodrigo Silva. Nakul Kabra. Nitten Haajelaa. Mohammed N.
DianneBenitez CaiDonila. VTR Ravi Kumar. Tariq Guroo. Service strategy discusses principles, organizational culture, and allied considerations. Service design consists of two important sections: The transition and operation modules provide in-depth information event management and incident management. With a continual feedback system built into each stage, you stay current with changing business needs and aligned IT services.
The suite is also available as a PDF. You can purchase the book here. This officially licensed product helps with just that. Designed as a study guide, it is broken down into four sections. The first section is a basic overview of service management. Section two covers each module of the ITIL lifecycle. The third section deals with the ITIL processes and functions, the fourth one discusses measurements and metrics. This book is easy to read and helps you pass the exam on your first attempt.
You can purchase the exam guide here. This guide is part of the official Best Management Practice portfolio and provides a comprehensive overview of the ITIL Foundation syllabus, ideal for developing an understanding of the basic concepts, principles, and terminology associated with IT service management.
It contains chapters on service management, each of the five lifecycle stages, and service management technology. Additionally, it includes information on the qualification scheme and the exam itself to ensure your preparation for the exam is comprehensive.
This book is authored by two of the most accomplished trainers in ITIL: Helen Morris, and Liz Gallacher. Drawing upon their extensive experience, they have reorganized the syllabus into a structure that is helpful for candidates studying on their own. The book clearly explains ITIL lifecycle modules in a manner that is easy to understand, with generous use of charts, graphs, and illustrations.
Each chapter ends with a summary. The content is laid out in a logical sequence. It offers real-life examples as well as providing links to free downloadable study tools, and includes questions at the end of each chapter. This kit contains study material and offers an online course as well. With flash slideshows and voiceovers, it helps you understand ITIL concepts quickly.
It is easy and quick to install the application. It comes with quizzes and a standard question mock exam at the end. Get it here. This page book takes a direct approach to the bare essentials of ITIL in a well-organized layout, is simple to read and gets straight to the point. People who expect an in-depth study on ITIL would be disappointed with this book.