ITIL® Foundation Essentials - ITIL 4 Edition : the Ultimate Revision Guide.

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All the facts you need to pass your ITIL 4 Foundation exam This is the ultimate revision guide for candidates preparing for the ITIL 4 Foundation exam. It is fully aligned with the Foundation course and gives a clear and concise overview of the facts you need to pass the exam.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Agutter, Claire
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Ely : IT Governance Ltd, 2019.
Edición:2nd ed.
Temas:
IT infrastructure library > Examinations > Study guides.
IT infrastructure library.
Information technology > Management > Examinations > Study guides.
Information technology projects > Management > Examinations > Study guides.
Electronic data processing personnel > Certification.
Support services (Management) > Examinations > Study guides.
Technologie de l'information > Gestion > Examens > Guides de l'étudiant.
Projets de technologie de l'information > Gestion > Examens > Guides de l'étudiant.
Services de soutien (Gestion) > Examens > Guides de l'étudiant.
Examinations.
Study guides.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Cover; Title; Copyright; About the Author; Contents; Introduction; Chapter 1: Key concepts of service management; Value; Service management; Organisation; Co-creation; Chapter 2: Service management roles; Service provider; Stakeholder; Service relationship; Service consumer; Chapter 3: All about services; Products and services; Outputs and outcomes; Cost and risk; Utility and warranty; Chapter 4: Service relationships; Service offerings; Service relationships; The service relationship model; Chapter 5: Guiding principles; Guiding principle 1: Focus on value
  • Guiding principle 2: Start where you areGuiding principle 3: Progress iteratively with feedback; Guiding principle 4: Collaborate and promote visibility; Guiding principle 5: Think and work holistically; Guiding principle 6: Keep it simple and practical; Guiding principle 7: Optimise and automate; Chapter 6: The four dimensions of service management; Dimension 1: Organisations and people; Dimension 2: Information and technology; Dimension 3: Partners and suppliers; Dimension 4: Value streams and processes; Chapter 7: The Service Value System; Chapter 8: The Service Value Chain; Activity: Plan
  • Activity: ImproveActivity: Engage; Activity: Design and transition; Activity: Obtain/build; Activity: Deliver and support; Chapter 9: ITIL Practices; Practice purposes and key terms; Chapter 10: Practices in depth; Continual improvement; Change control; Incident management; Service request management; The service desk; Problem management; Service level management; Chapter 11: The ITIL Foundation Exam; Further reading

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