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ITIL Intermediate Certification Companion Study Guide: Intermediate ITIL Service Lifecycle Exams

ITIL Intermediate Certification Companion Study Guide: Intermediate ITIL Service Lifecycle Exams

Helen Morris, Liz Gallacher

ISBN: 978-1-119-01221-4 April 2016 1270 Pages


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Complete, detailed preparation for the Intermediate ITIL Service Lifecycle exams

ITIL Intermediate Certification Companion Study Guide is the ultimate supporting guide to the ITIL Service Lifecycle syllabus, with full coverage of all Intermediate ITIL Service Lifecycle exam objectives for Service Operation, Service Design, Service Transition, Continual Service Improvement, and Service Strategy. Using clear and concise language, this useful companion guides you through each Lifecycle module and each of the process areas, helping you understand the concepts that underlie each skill required for certification. Illustrative examples demonstrate how these skills are applied in real-life scenarios, helping you realize the importance of what you're learning each step of the way. Additional coverage includes service strategy principles and processes, governance, organization, implementation, and technology considerations, plus guidance toward common challenges and risks.

ITIL is the most widely adopted approach for IT Service Management in the world, providing a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to businesses. This study guide is the ultimate companion for certification candidates, giving you everything you need to know in a single informative volume.

  • Review the information needed for all five Lifecycle exams
  • Examine real-life examples of how these concepts are applied
  • Gain a deeper understanding of each of the process areas
  • Learn more about governance, organization, implementation, and more

The Intermediate ITIL Service Lifecycle exams expect you to demonstrate thorough knowledge of the concepts, processes, and functions related to the modules. The certification is recognized around the world as the de facto standard for IT Service Management, and the skills it requires increase your value to any business. For complete, detailed exam preparation, ITIL Certification Companion Study Guide for the Intermediate ITIL Service Lifecycle Exams is an invaluably effective tool.

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Introduction xlv

Assessment Test li

Part I Service Strategy 1

Chapter 1 Introduction to the Service Strategy Lifecycle Stage 3

Chapter 2 Service Strategy Principles 15

Chapter 3 Service Strategy Processes: Part 1 85

Chapter 4 Service Strategy Processes: Part 2 135

Chapter 5 Governance 163

Chapter 6 Organizing for Service Strategy 173

Chapter 7 Technology Considerations 191

Chapter 8 Implementing Service Strategy 205

Chapter 9 Challenges, Critical Success Factors, and Risks 217

Part II Service Design 227

Chapter 10 Introduction to the Service Design Lifecycle Stage 229

Chapter 11 Service Design Principles 253

Chapter 12 Service Design Processes: Design Coordination and Service Catalog Management 291

Chapter 13 Service Design Processes: Service Level Management and Availability Management 315

Chapter 14 Service Design Processes: Capacity Management and IT Service Continuity Management 347

Chapter 15 Service Design Processes: Information Security Management and Supplier Management 371

Chapter 16 Technology-Related Activities 393

Chapter 17 Organizing for Service Design 411

Chapter 18 Technology Considerations 431

Chapter 19 Implementation and Improvement of Service Design 441

Chapter 20 Challenges, Critical Success Factors, and Risks 453

Part III Service Transition 461

Chapter 21 Introduction to Service Transition 463

Chapter 22 Service Transition Principles 475

Chapter 23 Service Transition Processes: Transition Planning and Support and Change Management 495

Chapter 24 Service Transition Processes: Service Asset and Configuration Management 527

Chapter 25 Service Transition Processes: Release and Deployment Management and Service Validation and Testing 547

Chapter 26 Service Transition Processes: Change Evaluation and Knowledge Management 571

Chapter 27 Managing People through Service Transitions 589

Chapter 28 Organizing for Service Transition 613

Chapter 29 Technology Considerations for Service Transition 633

Chapter 30 Implementation and Improvement of Service Transition 643

Chapter 31 Challenges, Critical Success Factors, and Risks 655

Part IV Service Operation 665

Chapter 32 Introduction to the Service Operation Lifecycle Stage 667

Chapter 33 Service Operation Principles 685

Chapter 34 Service Operation Processes: Incident and Problem Management 705

Chapter 35 Service Operation Processes: Request Fulfilment 743

Chapter 36 Service Operation Processes: Event Management 763

Chapter 37 Service Operation Processes: Access Management 785

Chapter 38 Common Service Operation Activities 801

Chapter 39 Organizing for Service Operation 837

Chapter 40 Technology Considerations 905

Chapter 41 Implementation of Service Operation 915

Chapter 42 Challenges, Critical Success Factors, and Risks 927

Part V Continual Service Improvement 937

Chapter 43 Introduction to the Continual Service Improvement Lifecycle Stage 939

Chapter 44 Continual Service Improvement Principles 957

Chapter 45 The Seven-Step Continual Service Improvement Process 971

Chapter 46 Continual Service Improvement Methods and Techniques 995

Chapter 47 Organizing for Continual Service Improvement 1043

Chapter 48 Technology Considerations 1067

Chapter 49 Implementation of Continual Service Improvement 1079

Chapter 50 Challenges, Critical Success Factors, and Risks 1097

Appendix 1107

Index 1153

ChapterPageDetailsDatePrint Run
21Errata in text (chapter 21)
In the Review Questions section at the end of the chapter, question 3:

Currently Reads:out of scope

Should Read:in scope