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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

          
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About the Book

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.

About the Author

Liz Gallacher has been fully conversant with the ITIL framework for many years, and has implemented improvement programmes based on most aspects of it on several occasions. Liz achieved distinction in the ITIL Manager certificate in April 2002 (top 6%), and now holds ITIL Expert certification. Helen Morris has 20+ years of experience in Service Management including operational management of service desks, technical support teams, service level management. Helen is an experienced trainer, consultant and service delivery manager focused on providing customer satisfaction and business benefits. Many of her assignments involve an initial assessment against best practice, recommendations for improvement and target setting. She leads programmes to achieve significant improvements in customer satisfaction, quality of service, reduced costs and better control.



Table of Contents:
Introduction Assessment Test Part I Service Strategy Chapter 1 Introduction to the Service Strategy Lifecycle Stage Chapter 2 Service Strategy Principles Chapter 3 Service Strategy Processes: Part 1 Chapter 4 Service Strategy Processes: Part 2 Chapter 5 Governance Chapter 6 Organizing for Service Strategy Chapter 7 Technology Considerations Chapter 8 Implementing Service Strategy Chapter 9 Challenges, Critical Success Factors and Risks Part II Service Design Chapter 10 Introduction to the Service Design Lifecycle Stage Chapter 11 Service Design Principles Chapter 12 Service Design Processes: Design Coordination and Service Catalog Management Chapter 13 Service Design Processes: Service Level Management and Availability Management Chapter 14 Service Design Processes: Capacity Management and IT Service Continuity Management Chapter 15 Service Design Processes: Information Security Management and Supplier Management Chapter 16 Technology-Related Activities Chapter 17 Organizing for Service Design Chapter 18 Technology Considerations Chapter 19 Implementation and Improvement of Service Design Chapter 20 Challenges, Critical Success Factors and Risks Part III Service Transition Chapter 21 Introduction to Service Transition Chapter 22 Service Transition Principles Chapter 23 Service Transition Processes: Transition Planning and Support and Change Management Chapter 24 Service Transition Processes: Service Asset and Configuration Management Chapter 25 Service Transition Processes: Release and Deployment Management and Service Validation and Testing Chapter 26 Service Transition Processes: Change Evaluation and Knowledge Management Chapter 27 Managing People through Service Transitions Chapter 28 Organizing for Service Transition Chapter 29 Technology Considerations for Service Transition Chapter 30 Implementation and Improvement of Service Transition Chapter 31 Challenges, Critical Success Factors and Risks Part IV Service Operation Chapter 32 Introduction to the Service Operation Lifecycle Stage Chapter 33 Service Operation Principles Chapter 34 Service Operation Processes: Incident and Problem Management Chapter 35 Service Operation Processes: Request Fulfilment Chapter 36 Service Operation Processes: Event Management Chapter 37 Service Operation Processes: Access Management Chapter 38 Common Service Operation Activities Chapter 39 Organizing for Service Operation Chapter 40 Technology Considerations Chapter 41 Implementation of Service Operation Chapter 42 Challenges, Critical Success Factors and Risks Part V Continual Service Improvement Chapter 43 Introduction to the Continual Service Improvement Lifecycle Stage Chapter 44 Continual Service Improvement Principles Chapter 45 The Seven-Step Continual Service Improvement Process Chapter 46 Continual Service Improvement Methods and Techniques Chapter 47 Organizing for Continual Service Improvement Chapter 48 Technology Considerations 1067 Chapter 49 Implementation of Continual Service Improvement Chapter 50 Challenges, Critical Success Factors and Risks Appendix Index


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Product Details
  • ISBN-13: 9788126562466
  • Publisher: Random House
  • Publisher Imprint: Jonathan Cape
  • Language: ENGLISH
  • Weight: 1600 gr
  • ISBN-10: 8126562463
  • Publisher Date: 2-June-2016
  • Binding: PAPERBACK
  • No of Pages: 1272

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