Passing the ITIL® Foundation ExamFor trainers free additional material of this book is available. This can be found under the "Training Material" tab. Log in with your trainer account to access the material.This book helps people prepare for the ITIL® 2011 Edition Foundation qualification exam. It contains direct links to the full syllabus and specifies the terms and definitions required. In addition it gives sample questions for practice both within the text and also a number of the official exams questions in the back. The content of this book is based on the ITIL® 2011 Edition core guidance and APMG s ITIL Foundation Certificate syllabus edition 2011.Written by globally experienced trainers and reviewed by other professionals this unique work provides clear and concise guidance for all those seeking to achieve success at the ITIL Foundation Level. Covering:A clear and concise explanation of the exam structure; Key text for the exams;Sample exam questions and sample answers andHints and Tips and practical examplesthis book will highlight for readers the key items they need for the ITIL Foundation Exam that will increase chances of success. |
Contents
Introduction | 1 |
CHAPTER 1 ITILFND01 SERVICE MANAGEMENT AS A PRACTICE 90M | 5 |
CHAPTER 2 ITILFND02 THE ITIL SERVICE LIFECYCLE 60M | 27 |
CHAPTER 3 ITILFND03 GENERIC CONCEPTS AND DEFINITION | 51 |
CHAPTER 4 ITILFND04 KEY PRINCIPLES AND MODELS 90M | 125 |
CHAPTER 5 ITILFND05 PROCESSES 645M | 139 |
CHAPTER 6 ITILFND06 FUNCTIONS 60M | 237 |
CHAPTER 7 ITILFND07 ROLES 45M | 245 |
CHAPTER 8 ITILFND08 TECHNOLOGY AND ARCHITECTURE | 255 |
CHAPTER 9 ITILFND09 COMPETENCE AND TRAINING 15M NONEXAMINABLE | 263 |
CHAPTER 10 ITILFND10 MOCK EXAM 120M INCLUSIVE OF REVISION | 269 |
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Common terms and phrases
activities agreed application assessment asset and configuration best practice business impact business needs business relationship management Cabinet Office capacity management categorization change advisory board change management process change proposal changed services CMDB components configuration items Copyright protected cost Crown copyright 2011 Define and explain deliver DIKW documentation emergency change ensure example external customers function identify implementation infrastructure interfaces ITIL Service KEDB knowledge management KPIs metrics objectives and scope organization organization’s organizational performance priority purpose Reproduced under license resolution risks role SD Figure service asset service catalogue service design service desk service level agreement service level management service level targets service lifecycle service operation service portfolio management service provider service requests service strategy service transition Single Users SKMS stakeholders supplier management types Users only via VHP Approved License via a VHP warranty workaround