Apress Become ITIL Foundation Certified in 7 Days Learning ITIL Made Simple with Real life Examples 1st edition by Abhinav 148422163X 9781484221631

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ISBN 10: 148422163X
ISBN 13: 9781484221631
Author: Abhinav Krishna Kaiser

Pass the ITIL Foundation examination by learning the basics of ITIL and working through real-life examples. This book breaks the course down for studying in 7 days with 3 hours a day, which means at the end of a week you are ready to pass the exam. You’ll also see tips and an array of sample questions, as well as FAQs on ITIL. All this will prepare you for the examination and give you the knowledge required to pass with flying colors. After using Become ITIL Foundation Certified in 7 Days and earning the ITIL Foundation certification, you’ll be well placed to get the career you always wanted. What You Will Learn Gain ITIL basics – the entire syllabus designed of the ITIL Foundation certification Obtain a deep-rooted understanding of ITIL topics and not textbook knowledge Prepare for the ITIL Foundation examination Sort out career-related queries and decide whether ITIL will aid your career Who This Book Is For IT professionals from the IT services industry are the primary audience. 

Apress Become ITIL Foundation Certified in 7 Days Learning ITIL Made Simple with Real life Examples 1st Table of contents:

Chapter 1: Service Management as a Practice
1.1 Importance of Service Management
1.2 Introduction to IT Service Management
1.3 Welcome to the World of ITIL
1.4 Why ITIL Is Successful
1.4.1 ITIL Is Based on Best Practices
1.4.2 ITIL Is Nonprescriptive
1.4.3 ITIL Is Vendor and Technology Neutral
1.4.4 ITIL Is Nonproprietary
1.5 Best Practices Trump Proprietary Knowledge
1.6 Introduction to IT Service
1.6.1 Understanding the Definition
1.6.2 Understanding ITIL with a Non-IT Example
1.7 Main Stakeholders in Service Management
1.7.1 Customers
1.7.2 Users
1.7.3 Suppliers
1.8 Internal and External Customers
1.8.1 The Concept
1.8.2 The Difference
1.9 Processes
1.9.1 Characteristics of a Process
1.9.1.1 Processes Are Measurable
1.9.1.2 Process Deliver Specific Results
1.9.1.3 Processes Serve Customers
1.9.1.4 Processes Respond to Specific Triggers
1.9.2 The Process Model
1.10 Functions
Intersect Between Processes and Functions
1.12 Practice Exercises
1.13 Summary
Chapter 2: Generic Concepts
2.1 Utility and Warranty
2.1.1 Elements That Create Value
2.1.2 Utility of a Service
2.1.3 Warranty of a Service
2.1.3.1 Available Enough?
2.1.3.2 Capacity Enough?
2.1.3.3 Continuous Enough?
2.1.3.4 Secure Enough?
2.2 Assets, Resources, and Capabilities
2.2.1 Resources
2.2.2 Capabilities
2.2.3 Assets
2.3 Types of Service Providers
2.3.1 Type 1: Internal Service Provider
2.3.2 Type 2: Shared Service Unit
2.3.3 Type 3: External Service Provider
2.4 Types of Services
2.4.1 Core Service
2.4.2 Enabling Service
2.4.3 Enhancing Service
2.5 Contracts and Agreements
2.5.1 Service-Level Agreement
2.5.2 Operational-Level Agreement
2.5.3 Underpinning Contract
2.6 Practice Exercises
2.7 Summary
Chapter 3: ITIL Service Lifecycle
3.1 ITIL Service Lifecycle
3.1.1 Service Strategy
3.1.2 Service Design
3.1.3 Service Transition
3.1.4 Service Operations
3.1.5 Continual Service Improvement
3.2 ITIL Roles
3.2.1 Roles vs. Designations
3.2.2 Generic vs. Specific
3.2.3 Generic Role: Service Owner
3.2.4 Generic Role: Process Owner
3.2.5 Generic Role: Process Manager
3.2.6 Generic Role: Process Practitioner
3.3 RACI Matrix
3.3.1 Understanding RACI with an Example
3.3.2 Ground Rules on RACI Matrix
3.4 Practice Exercises
3.5 Summary
Chapter 4: Service Strategy
4.1 Purpose of Service Strategy
4.1.1 Perspective
4.1.2 Positions
4.1.3 Plans
4.1.4 Patterns
4.2 Objectives of Service Strategy
4.3 Value of Service Strategy
4.4 Value Creation
4.5 Patterns of Business Activity
4.5.1 PBA with Example
4.6 Risk Management
4.6.1 Risk Assessment
4.6.1.1 Risk Identification
4.6.1.2 Risk Analysis
4.6.2 Risk Management
4.7 Governance
4.8 Service Strategy Processes
4.8.1 Service Portfolio Management
4.8.1.1 Service Portfolio
4.8.1.1.1 Service Pipeline
4.8.1.1.2 Service Catalog
4.8.1.1.3 Retired Services
4.8.1.2 Objectives of Service Portfolio Management
4.8.1.3 Scope of Service Portfolio Management
4.8.2 Financial Management for IT Services
4.8.2.1 Objectives of Financial Management for IT Services
4.8.2.2 Scope of Financial Management for IT Services
4.8.2.3 Business Case
4.8.3 Business Relationship Management
4.8.3.1 Objectives of Business Relationship Management
4.8.3.2 Scope of Business Relationship Management
4.9 Practice Exercises
4.10 Summary
Chapter 5: Service Design
5.1 Purpose of Service Design
5.2 Objectives of Service Design
5.3 Value of Service Design
5.4 Four Ps of Service Design
5.4.1 Processes
5.4.2 Product
5.4.3 People
5.4.4 Partners
5.5 Five Aspects of Service Design
5.5.1 Service Solutions for New or Changed Services
5.5.2 Management Information Systems and Tools
5.5.3 Technology and Management Architecture
5.5.4 Processes
5.5.5 Measurement Methods and Metrics
5.6 Service Design Package
5.7 Service Design Processes
5.7.1 Service-Level Management
5.7.1.1 Objectives of Service-Level Management
5.7.1.2 Service-Level Requirements
5.7.1.3 SLA Frameworks
5.7.1.4 Multilevel SLA Framework
5.7.1.5 Service Reporting
5.7.1.5.1 SLAM Chart
5.7.1.6 Service Reviews
5.7.1.7 Service Improvement Plan
5.7.1.8 SLM vs. BRM
5.7.1.9 SLM Interfaces
5.7.1.9.1 Business Relationship Management
5.7.1.9.2 Service Catalog Management
5.7.1.9.3 Incident Management
5.7.1.9.4 Supplier Management
5.7.1.9.5 Availability, Capacity, IT Service Continuity, and Information Security Management
5.7.1.9.6 Financial Management of IT Services
5.7.2 Service Catalog Management
5.7.2.1 Service Catalog
5.7.2.2 Service Catalog Structure
5.7.2.3 Objectives of Service Catalog Management
5.7.3 Information Security Management
5.7.3.1 Confidentiality, Integrity, and Availability
5.7.3.2 Information Security Policy
5.7.3.3 Objectives of Information Security Management
5.7.3.4 Scope of Information Security Management
5.7.4 Supplier Management
5.7.4.1 Types of Suppliers
5.7.4.1.1 Strategic Suppliers
5.7.4.1.2 Tactical Suppliers
5.7.4.1.3 Operational Suppliers
5.7.4.1.4 Commodity Suppliers
5.7.4.2 Objectives of Supplier Management
5.7.4.3 Scope of Supplier Management
5.7.5 Availability Management
5.7.5.1 Service and Component Availability
5.7.5.1.1 Service Availability
5.7.5.1.2 Component Availability
5.7.5.2 Aspects of Service Availability
5.7.5.2.1 Availability
5.7.5.2.2 Reliability
5.7.5.2.3 Maintainability
5.7.5.2.4 Serviceability
5.7.5.2.5 Vital Business Functions
5.7.5.3 Objectives of Availability Management
5.7.5.4 Scope of Availability Management
5.7.6 Capacity Management
5.7.6.1 Capacity Plan
5.7.6.2 Capacity Management Subprocesses
5.7.6.2.1 Business Capacity Management
5.7.6.2.2 Service Capacity Management
5.7.6.2.3 Component Capacity Management
5.7.7 IT Service Continuity Management
5.7.7.1 Scope of IT Service Continuity Management
5.7.7.2 Objectives of IT Service Continuity Management
5.7.7.3 Business Impact Analysis
5.7.7.4 Risk Assessment
5.7.8 Design Coordination
5.7.8.1 Objectives of Design Coordination
5.7.8.2 Scope of Design Coordination
5.8 Practice Exercises
5.9 Summary
Chapter 6: Service Transition
6.1 Objectives of Service Transition
6.2 Scope of Service Transition
6.3 Value of Service Transition
6.4 Service Transition Processes
6.4.1 Change Management
6.4.1.1 Objectives of Change Management
6.4.1.2 Scope of Change Management
6.4.1.3 Types of Change Requests
6.4.1.3.1 Normal Changes
6.4.1.3.2 Emergency Changes
6.4.1.3.3 Standard Changes
6.4.1.4 Change Models
6.4.1.5 Change Remediation
6.4.1.6 Change Advisory Board
6.4.1.7 Lifecycle of a Normal Change
6.4.1.7.1 Create a Request for Change
6.4.1.7.2 Assess and Evaluate Change
6.4.1.7.3 Authorize Build and Test
6.4.1.7.4 Build and Test
6.4.1.7.5 Authorize Implementation
6.4.1.7.6 Implementation and Verification
6.4.1.7.7 Review and Change Closure
6.4.1.8 Composition of the Change Advisory Board
6.4.1.9 Emergency Change Advisory Board
6.4.1.10 Change Management Interfaces
6.4.1.11 External Interfaces of Change Management
6.4.2 Release and Deployment Management
6.4.2.1 Objectives of Release and Deployment Management
6.4.2.2 Scope of Release and Deployment Management
6.4.2.3 Four Phases of Release and Deployment Management
6.4.2.3.1 Release and Deployment Planning
6.4.2.3.2 Release Build and Test
6.4.2.3.3 Deployment
6.4.2.3.4 Review and Close
6.4.3 Service Asset and Configuration Management
6.4.3.1 Service Assets and Configuration Items
6.4.3.2 Configuration Management Database
6.4.3.3 Configuration Management System
6.4.3.4 Definitive Media Library and Definitive Spares
6.4.3.5 Objectives of Service Asset and Configuration Management
6.4.3.6 Scope of Service Asset and Configuration Management
6.4.3.6.1 Asset Management
6.4.3.6.2 Configuration Management
6.4.4 Knowledge Management
6.4.4.1 Objectives of Knowledge Management
6.4.4.2 Scope of Knowledge Management
6.4.4.3 Data-to-Information to Knowledge-to-Wisdom Concept
6.4.4.3.1 Data
6.4.4.3.2 Information
6.4.4.3.3 Knowledge
6.4.4.3.4 Wisdom
6.4.4.4 Service Knowledge Management System
6.4.5 Transition Planning and Support
6.4.5.1 Objectives of Transition Planning and Support
6.4.5.2 Scope of Transition Planning and Support
6.5 Practice Exercises
6.6 Summary
Chapter 7: Service Operations
7.1 Objectives of Service Operations
7.2 Scope of Service Operations
7.3 Value of Service Operations
7.4 Communication in Service Operations
7.5 Service Operations Processes
7.5.1 Event Management
7.5.1.1 Objectives of Event Management
7.5.1.2 Scope of Event Management
7.5.1.3 Types of Events
7.5.1.3.1 Exception Events
7.5.1.3.2 Warning Events
7.5.1.3.3 Informational Events
7.5.2 Incident Management
7.5.2.1 What Is an Incident?
7.5.2.2 Objectives of Incident Management
7.5.2.3 Scope of Incident Management
7.5.2.4 Incident Prioritization
7.5.2.5 Major Incidents
7.5.2.6 Incident Management Lifecycle
7.5.2.6.1 Step 1: Incident Identification
7.5.2.6.2 Step 2: Incident Logging
7.5.2.6.3 Step 3: Incident Categorization
7.5.2.6.4 Step 4: Incident Prioritization
7.5.2.6.5 Step 5: Diagnosis and Investigation
7.5.2.6.6 Step 6: Resolution and Recovery
7.5.2.6.7 Step 7: Incident Closure
7.5.2.14 Incident Models
7.5.2.15 Incident Statuses
7.5.3 Request Fulfillment Process
7.5.3.1 What Is a Service Request?
7.5.3.1.1 Service Requests vs. Incidents
7.5.3.1.2 Service Requests vs. Standard Changes
7.5.3.1.3 Service Requests and Service Catalog
7.5.3.2 Objectives of Request Fulfillment Management
7.5.3.3 Scope of Request Fulfillment Management
7.5.4 Problem Management
7.5.4.1 What Is a Problem?
7.5.4.1.1 Incidents vs. Problems
7.5.4.2 Objectives of Problem Management
7.5.4.3 Scope of Problem Management
7.5.4.4 Key Terminology Used in Problem Management
7.5.4.4.1 Root Cause
7.5.4.4.2 Root Cause Analysis
7.5.4.4.3 Known Error
7.5.4.4.4 Known Error Database
7.5.4.4.5 Workaround
7.5.4.4.6 Permanent Solution
7.5.4.5 Problem Management Lifecycle
7.5.4.5.1 Step 1: Problem Detection
7.5.4.5.1.1 Event Management
7.5.4.5.1.2 Major Incidents
7.5.4.5.1.3 Partners/Suppliers
7.5.4.5.1.4 Analysis/Trending
7.5.4.5.2 Step 2: Problem Logging
7.5.4.5.2.1 Event Management
7.5.4.5.2.2 Major Incidents
7.5.4.5.2.3 Partners/Suppliers
7.5.4.5.2.4 Analysis/Trending
7.5.4.5.3 Step 3: Problem Categorization
7.5.4.5.4 Step 4: Problem Prioritization
7.5.4.5.5 Step 5: Problem Investigation and Diagnosis
7.5.4.5.6 Step 6: Problem Resolution
7.5.4.5.7 Step 7: Problem Closure
7.5.4.6 Problem Management Interfaces
7.5.4.6.1 Incident Management
7.5.4.6.2 Change Management
7.5.4.6.3 Release and Deployment Management
7.5.4.6.4 Service Asset and Configuration Management
7.5.4.6.5 Seven-Step Improvement Process
7.5.4.6.6 Availability Management
7.5.4.6.7 Capacity Management
7.5.4.6.8 Service-Level Management
7.5.5 Access Management
7.5.5.1 Objectives of the Access Management Process
7.5.5.2 Scope of Access Management
7.6 Functions
7.6.1 Service Desk
7.6.1.1 Benefits of a Service Desk
7.6.1.2 Objectives of a Service Desk
7.6.1.3 Service Desk Structures
7.6.1.3.1 Local Service Desk
7.6.1.3.2 Centralized Service Desk
7.6.1.3.3 Virtual Service Desk
7.6.2 Technical Management
7.6.2.1 Technical Management Roles
7.6.2.2 Objectives of Technical Management
7.6.3 Application Management
7.6.3.1 Application Management Roles
7.6.3.2 Objectives of Application Management
7.6.3.3 Applications Development vs. Application Management
7.6.4 IT Operations Management
7.6.4.1 IT Operations Control
7.6.4.2 Facilities Management
7.6.4.3 Objectives of IT Operations Management
7.7 Practice Exercises
7.8 Summary
Chapter 8: Continual Service Improvement
8.1 Why Continual and Not Continuous?
8.2 Deming’s Cycle
8.2.1 The PDCA Cycle
8.2.1.1 Plan
8.2.1.2 Do
8.2.1.3 Check
8.2.1.4 Act
8.2.1.5 Iteration
8.2.2 Another PDCA Example
8.2.2.1 Plan
8.2.2.2 Do
8.2.2.3 Check
8.2.2.4 Act
8.3 CSI Approach
8.3.1 What Is the Vision?
8.3.1.1 Real-Life Story on Vision
8.3.2 Where Are We Now?
8.3.3 Where Do We Want to Be?
8.3.4 How Do We Get There?
8.3.5 Did We Get There?
8.3.6 How Do We Keep the Momentum Going?
8.4 CSI Register
8.5 Baselines
8.6 Types of Metrics
8.6.1 Technology Metrics
8.6.2 Process Metrics
8.6.3 Service Metrics
8.7 CSFs and KPIs
8.7.1 Critical Success Factors
8.7.2 Key Performance Indicators
8.7.2.1 Some Examples of KPIs
8.7.3 Relationship Between CSFs and KPIs
8.7.3.1 What Does ITIL Recommend?
8.7.4 Seven-Step Improvement Process
8.7.4.1 Step 1: Identify the Strategy for Improvement
8.7.4.2 Step 2: Define What You Will Measure
8.7.4.3 Step 3: Gather the Data
8.7.4.4 Step 4: Process the Data
8.7.4.5 Step 5: Analyze the Data
8.7.4.6 Step 6: Present and Use the Information
8.7.4.7 Step 7: Implement Improvements
8.7.5 Objectives of Seven-Step Improvement Process
8.7.6 Scope of Seven-Step Improvement Process
8.8 Practice Exercises
8.9 Summary
Chapter 9: ITIL Foundation Exam Tips and Tricks
9.1 ITIL Certification Structure
9.1.1 ITIL Foundation Certificate
9.1.2 ITIL Practitioner Certificate
9.1.3 ITIL Intermediate Certificate
9.1.3.1 Service Lifecycle Modules
9.1.3.2 Service Capability Modules
9.1.4 ITIL Expert Certificate
9.1.5 ITIL Master Certificate
9.2 ITIL Examination Providers
9.3 Foundation Exam Tips and Tricks
9.3.1 Preparation
9.3.2 Mock Exams
9.3.3 Examination Day
9.4 BONUS: FAQs on ITIL-Based Careers
9.4.1 How Different Is ITIL from Project Management?
9.4.2 Do I Need an IT Background to Become ITIL Certified?
9.4.3 I Am in Software Development. I Want to Change My Career to ITIL-Based. What Can I Pick Up?
9.4.4 What Are the Entry-Level Roles in ITIL?
9.4.5 What Is the Normal Role Progression in Service Operations?
9.4.6 What Are the Technical Roles in ITIL?
9.4.7 I Am Excellent at Customer Service. What Role Should I Aim for?
9.4.8 What Is the ITIL Role That You Have Enjoyed the Most?
9.4.9 What Roles Can I Play with the ITIL Foundation Certification?
9.4.10 What Do I Have to Do to Become Highly Successful in IT Service Management?
9.5 Summary
Index

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