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ITIL Intermediate Certification Companion Study Guide. Intermediate ITIL Service Capability Exams

  • ID: 4301838
  • Book
  • 720 Pages
  • John Wiley and Sons Ltd
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Covers 100% of exam objectives, including Operational Support and Analysis; Planning, Protection and Optimization;

Release, Control, and Validation; Service Offerings and Agreements, and much more....

Includes online interactive learning environment with:

+ More than 90 electronic flashcards
+ Searchable key term glossary

Your Comprehensive Companion Guide for the Intermediate ITIL® Service Capability Exams

The ITIL Intermediate Certification Companion Study Guide provides 100% coverage of all four ITIL v3 Service Capability exams, based on the 2011 syllabus: Operational Support and Analysis; Planning, Protection and Optimization; Release, Control, and Validation; Service Offerings and Agreements. Understand each area of the syllabus through detailed instruction on all concepts and process areas. Specific syllabus elements are illustrated with real–life examples, and critical terms are highlighted to emphasize their importance on the exams. Clear, concise language helps you fully grasp the fundamentals, and linking concept to practice helps you understand the importance of what you're learning in real IT service scenarios.

Coverage of 100% of all exam objectives in this Study Guide means you'll be ready for:

- Incident and Problem Management
- Technical, Application, and IT Operations Management
- Capacity, Availability, and Information Security
- IT Service Continuity and Demand Management
- Service Asset and Configuration Management
- Considerations for Release, Control, and Validation

Interactive learning environment

Take your exam prep to the next level with Sybex's superior interactive online study tools. To access our learning environment, simply visit [external URL] type in your unique PIN, and instantly gain access to:

- More than 90 electronic flashcards to reinforce learning and last minute prep before the exam
- Comprehensive glossary in PDF format gives you instant access to the key terms so you are fully prepared
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Chapter 1: Introduction to Operational Support and Analysis 614

Chapter 2: Incident and Problem Management 614

Chapter 3: Event Management, Request Fulfillment, and Access Management 615

Chapter 4: The Service Desk 616

Chapter 5: Technical Management, Application Management, and IT Operations Management 618

Chapter 6: Technology and Implementation Considerations for Operational Support and Analysis 618

Chapter 7: Introduction to Planning, Protection, and Optimization 619

Chapter 8: Capacity, Availability, and Information Security Management 621

Chapter 9: IT Service Continuity Management and Demand Management 622

Chapter 10: Technology and Implementation Considerations for Planning, Protection, and Optimization 623

Chapter 11: Introduction to Release, Control, and Validation 623

Chapter 12: Change Management and Service Asset and Configuration Management 624

Chapter 13: Service Validation and Testing and

Change Evaluation 625

Chapter 14: Release and Deployment Management and Knowledge Management 626

Chapter 15: Technology and Implementation Considerations for Release, Control, and Validation 627

Chapter 16: Introduction to Service Offerings and Agreements 628

Chapter 17: Service Portfolio Management and Service Catalog Management 629

Chapter 18: Service Level Management and Supplier Management 630

Chapter 19: Business Relationship Management and Financial Management for IT 630

Chapter 20: Technology Considerations for Service Offerings and Agreements 631

Index 633

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Helen Morris
Liz Gallacher
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