ITIL Intermediate Certification Companion Study Guide Intermediate ITIL Service Capability Exams

ITIL Intermediate Certification Companion Study Guide is your ultimate support system for the Intermediate ITIL Service Capability exams. Written by Service Management and ITIL framework experts, this book gives you everything you need to pass, including full coverage of all objectives for all four exams. Clear, concise explanations walk you through the process areas, concepts, and terms you need to know, and real-life examples show you how they are applied by professionals in the field every day. Although this guide is designed for exam preparation, it doesn't stop there — you also get expert insight on major topics in the field. The discussion includes operational support and analysis; planning, protection and optimization; release, control and validation; and service offerings and agreements that you'll need to know for the job.

ITIL is the most widely-adopted IT Service Management qualification in the world, providing a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to businesses. This book is your ideal companion for exam preparation, with comprehensive coverage and detailed information.

• Learn service strategy principles, organization, and implementation
• Master the central technologies used in IT Service Management
• Be aware of inherent challenges, risks, and critical success factors
• Internalize the material covered on all four ITIL exams

The ITIL qualification is recognized around the globe, and is seen as the de facto certification for those seeking IT Service Management positions. Passing these exams requires thorough preparation and rigorous self-study, but the reward is a qualification that can follow you anywhere. ITIL Intermediate Certification Companion Study Guide for the ITIL Service Capability Exams leads you from Foundation to Master, giving you everything you need for exam success.

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

Helen Morris leads programs to significantly improve customer satisfaction, quality of service, reduced costs, and better control. Over a Service Management career spanning more than two decades, she has accumulated a wealth of experience in managing service desks, technical support teams, and service level management. Liz Gallacher achieved distinction in the ITIL Manager certificate (top 6%) in 2002, and now holds ITIL Expert certification. Deeply experienced with the ITIL framework, she has implemented many improvement programs based on its principles and concepts.