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IT Service Management - A guide for ITIL Foundation Exam candidates

Book Description

ITIL® is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. This guide introduces ITIL to Foundation Exam candidates and offers a practical understanding of IT service management. The new edition is fully updated and contains several additional processes. An ITIL® licensed product.

Table of Contents

  1. FRONT COVER
  2. HALF-TITLE
  3. BCS
  4. TITLE PAGE
  5. COPYRIGHT PAGE
  6. CONTENTS
  7. LIST OF FIGURES AND TABLES
  8. AUTHORS
  9. ABBREVIATIONS
  10. GLOSSARY
  11. USEFUL WEBSITES
  12. PREFACE
  13. INTRODUCTION
  14. SECTION 1: OVERVIEW
    1. 1 WHAT IS SERVICE MANAGEMENT?
      1. Introduction
      2. ‘Best practice’ versus ‘good practice’
      3. The ITIL framework
      4. The ITIL core
      5. Complementary material
      6. Related material
      7. The ITIL service management model
      8. Key concepts
      9. Test questions for Chapter 1
  15. SECTION 2: THE SERVICE LIFECYCLE
    1. 2 SERVICE STRATEGY
      1. Introduction
      2. Governance
      3. Risk
      4. Key processes
      5. IT service provider types
      6. The four Ps of strategy
      7. Service management as a strategic asset
      8. Developing strategy for specific services
      9. Service assets
      10. Value
      11. Automating service management processes
      12. Test questions for Chapter 2
    2. 3 SERVICE DESIGN
      1. Introduction
      2. Why service design?
      3. The five major aspects of service design
      4. Objectives of service design
      5. The service design package
      6. Test questions for Chapter 3
    3. 4 SERVICE TRANSITION
      1. Introduction
      2. Purpose and objectives
      3. Process objectives and value
      4. Challenges
      5. Roles
      6. Test questions for Chapter 4
    4. 5 SERVICE OPERATION
      1. Introduction
      2. Purpose and objectives
      3. The value of service operation
      4. Key activities and functions
      5. Self help
      6. Test questions for Chapter 5
    5. 6 CONTINUAL SERVICE IMPROVEMENT
      1. Introduction
      2. Purpose and objectives
      3. Key principles
      4. Test questions for Chapter 6
      5. Test questions for Section 2
  16. SECTION 3: THE PROCESSES AND FUNCTIONS
    1. 7 BUSINESS RELATIONSHIP MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. General principles
      4. Key activities
      5. Relationships with other service management processes
      6. Metrics
      7. Roles
      8. Test questions for Chapter 7
    2. 8 FINANCIAL MANAGEMENT FOR IT SERVICES
      1. Introduction and scope
      2. Purpose and objectives
      3. Activities and concepts
      4. Relationships with other service management processes
      5. Test questions for Chapter 8
    3. 9 DEMAND MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Understanding demand fluctuations
      4. Attempting to reduce peak demands
      5. Patterns of business activity
      6. User profiles
      7. The benefits of demand management
      8. Relationships with other service management processes
      9. Metrics
      10. Roles
      11. Test questions for Chapter 9
    4. 10 SERVICE PORTFOLIO MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Service portfolio components
      4. Key activities
      5. Renewing the portfolio
      6. Relationships with other service management processes
      7. Test questions for Chapter 10
    5. 11 DESIGN COORDINATION
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Activities
      5. Challenges
      6. Relationships with other service management processes
      7. Metrics
      8. Roles
      9. Test question for Chapter 11
    6. 12 SERVICE CATALOGUE MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management processes
      5. Roles
      6. Test questions for Chapter 12
    7. 13 SERVICE LEVEL MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Service level agreements
      5. Relationships with other service management processes
      6. Metrics
      7. Roles
      8. Test questions for Chapter 13
    8. 14 SUPPLIER MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. General principles
      4. Categorising suppliers
      5. Key activities
      6. The supplier and contract management information system (SCMIS)
      7. Relationships with other service management processes
      8. Roles
      9. Test questions for Chapter 14
    9. 15 CAPACITY MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. The capacity plan
      4. The three sub-processes of capacity management
      5. Relationships with other service management processes
      6. Metrics
      7. Roles
      8. Test questions for Chapter 15
    10. 16 AVAILABILITY MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Vital business functions
      4. How component availability affects service availability
      5. Proactive availability management techniques
      6. Reactive availability management
      7. Relationships with other service management processes
      8. Metrics
      9. Roles
      10. Key performance indicators
      11. Test questions for Chapter 16
    11. 17 IT SERVICE CONTINUITY MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management processes
      5. Metrics
      6. Roles
      7. Test questions for Chapter 17
    12. 18 INFORMATION SECURITY MANAGEMENT AND ACCESS MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. The information security policy
      4. The information security management system
      5. Access management
      6. Facilities management – the control of physical access
      7. Relationships with other service management processes
      8. Metrics
      9. Roles
      10. Test questions for Chapter 18
    13. 19 TRANSITION PLANNING AND SUPPORT
      1. Introduction and scope
      2. Purpose, objectives and value
      3. Key activities
      4. Relationships with other service management processes
      5. Metrics
      6. Test questions for Chapter 19
    14. 20 KNOWLEDGE MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Activities, methods and techniques
      5. Challenges
      6. Relationships with other service management processes
      7. Metrics
      8. Roles
      9. Test questions for Chapter 20
    15. 21 SERVICE ASSET AND CONFIGURATION MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Configuration baseline
      5. Activities
      6. Challenges
      7. Relationships with other service management processes
      8. Metrics
      9. Roles
      10. Test questions for Chapter 21
    16. 22 CHANGE MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Activities
      5. Change proposals
      6. Challenges
      7. Relationships with other service management processes
      8. Metrics
      9. Roles
      10. Test questions for Chapter 22
    17. 23 RELEASE AND DEPLOYMENT MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Activities, methods and techniques
      5. Challenges
      6. Relationships with other service management processes
      7. Metrics
      8. Roles
      9. Test questions for Chapter 23
    18. 24 THE SERVICE DESK
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Key activities
      5. Relationships with other service management processes
      6. Metrics
      7. Roles
      8. Challenges
      9. Test questions for Chapter 24
    19. 25 REQUEST FULFILMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Request models
      5. Relationships with other service management processes
      6. Test questions for Chapter 25
    20. 26 INCIDENT MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Key activities
      5. Relationships with other service management processes
      6. Metrics
      7. Roles
      8. Challenges
      9. Test questions for Chapter 26
    21. 27 PROBLEM MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Key activities
      5. Proactive problem management
      6. Relationships with other service management processes
      7. Metrics
      8. Roles
      9. Challenges
      10. Test questions for Chapter 27
    22. 28 IT OPERATIONS MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management functions
      5. Test questions for Chapter 28
    23. 29 EVENT MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management processes
      5. Test questions for Chapter 29
    24. 30 APPLICATION MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Relationship between application management and application development
      4. Key activities
      5. Relationships with other service management functions
    25. 31 TECHNICAL MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management functions
    26. 32 THE SEVEN-STEP IMPROVEMENT PROCESS
      1. Introduction and scope
      2. Purpose and objectives
      3. Activities, methods and techniques
      4. Roles
      5. Test question for Chapter 32
  17. SECTION 4: MEASUREMENT, METRICS AND THE DEMING CYCLE
    1. 33 MEASUREMENT AND METRICS
      1. Introduction
      2. Key performance indicators and metrics
      3. Using metrics and KPIs to improve performance
      4. Metrics in reports
      5. Test questions for Chapter 33
    2. 34 THE DEMING CYCLE
      1. Introduction
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management processes
      5. Test questions for Chapter 34
  18. APPENDIX
    1. Introduction
    2. Exam techniques
  19. BACK COVER