ITIL Foundation Exam Study Guide
IT service management is an increasingly important area of study for all IT professionals.
IT managers are realizing that, whatever the technology in use, the requirements to manage that technology effi ciently and effectively and to deliver services that are aligned to the business requirement have never been more important.
The internationally recognized ITIL framework is the best-known approach to IT service management; in the fi rst three months of 2011, 54,500 people took the ITIL foundation exam worldwide, with no sign of demand reducing. For most IT staff members, the certifi cation is now regarded as an essential addition to their resumes, with many job ads specifying the foundation qualifi cation as a mandatory requirement. The popularity of ITIL has spread around the world, with an enthusiastic take-up in India, the Middle East, and China in particular.
For those IT staff members who are funding their own training, the costs and time required to attend a classroom course has been unattainable. Distance learning does not suit everyone. For those who do attend classes, it is a common comment that there is too much material to cover in the time allowed. By providing the ITIL course in a book format, these diffi culties have been overcome; the book is an economical alternative to a course and can be studied at the student’s own pace. The many practice questions help reinforce understanding. It can be used by itself or as an addition to attending a course.
ITIL Foundation Exam Study Guide provides foundation-level training for IT staff and customers of IT to gain an understanding of the ITIL terminology. Readers will gain knowledge of the ITIL service lifecycles and the ITIL processes, roles, and functions. They will also gain an understanding of how the service lifecycle provides effective and effi – cient IT services that are aligned to, and underpin, business processes. The book covers the full syllabus, preparing students to take the foundation exam at a convenient local test center.
There are no prerequisites, although it is expected that readers will have worked in an IT department or are studying IT at university level.
The book covers each area of the ITIL syllabus, examining each of the fi ve areas of the service lifecycle, explaining concepts, highlighting terms that need to be understood for the exam, and providing real-life examples. These five stages include the following:
Introduction to IT Service Management and Service Strategy The design, development, and implementation of service management as a strategic asset to align with business processes
Service Design The design and development of service and service management processes
Service Transition The building, testing, authorizing, documenting, and implementation of new and changed services into operation
Service Operation The day-to-day support and management of live services
Continual Service Improvement Creating and maintaining value for customers through monitoring and improving services, processes, and technology throughout the lifecycle
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