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

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

by Helen Morris, Liz Gallacher

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Product Details

ISBN-13: 9781119012245
Publisher: Wiley
Publication date: 08/14/2017
Edition description: Study Guid
Pages: 720
Product dimensions: 7.40(w) x 9.20(h) x 1.50(d)

About the Author

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.

Table of Contents

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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