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Acknowledgments I thank Brendon Joseph, who was my team leader when I started my journey in ITIL. Without his insistence, I don’t know if I would’ve taken up my first ITIL training. I also thank all the organizations that I have worked in for believing in me, my managers who turned over the reins to projects that taught me the nuances of ITIL, my customers who questioned the logic and have helped me shape and reflect on the designs, and my team, without whom I wouldn’t have been able to complete the projects I embarked on. I also thank my students in various classroom and online trainings who helped me think like a trainer. Finally I thank my online readers who pestered me for a long time, asking why I hadn’t written a book on ITIL yet. xix
Preface When my first book, Communication for IT Professionals, got published, many people told me that they were surprised that it was a book on soft skills rather than on ITIL, due to my prowess in ITIL circles. I knew it was forthcoming, and as it happens often in the movies, an opportunity came knocking when my debut book hit the stands. An acquisition editor from Apress asked me if I was willing to publish a book on ITIL. We shook hands, and within a month, we set the ball rolling. I have worked as an ITIL trainer. ITIL concepts are pretty dry, you may start mumbling them one after another. So, I found a way to make this interesting. I always explained the concepts with a couple of examples, one from non-IT and the other from IT. This trick worked, and the training feedback further justified my faith in providing examples. Even when I wrote articles on ITIL-based topics, I always added an example. And the appreciation came in! This is the approach that I have undertaken in this book. You will find plenty of examples to relate to and quickly learn the topic rather than memorize phrases for passing the examination. I signed the book contract while I was working in Sydney, and wrote a few chapters before moving back to Bengaluru for the arrival of my second child. I lost the momentum that I had gathered in Sydney, and the book schedule got delayed, at least by four months. Toward the end, I burned the midnight oil a number of days to finish shaping the book that people always wanted me to write. Although I have done several ITIL implementations, trainings, and consultations, the journey of Become ITIL Foundation Certified in 7 Days taught me several possibilities and new approaches that I hadn’t thought of earlier. It helped to tighten my hold on the ITIL framework. I am heartbroken that this book project that I traversed the past year has ended. However, it gives me a chance to look toward future book projects. I have several ideas: advanced ITIL topics, DevOps, project management, and last but definitely not the least priority, a fiction book. Time and ideas will dictate my next book! xxi
Page 1 and 2: Become ITIL Foundation Certified in
Page 3 and 4: Become ITIL Foundation Certified in
Page 5 and 6: Contents at a Glance About the Auth
Page 7 and 8: ■ Contents 1.8 Internal and Exter
Page 9 and 10: ■ Contents ■Chapter ■ 4: Serv
Page 11 and 12: ■ Contents 6.4 Service Transition
Page 13 and 14: ■ Contents ■Chapter ■ 9: ITIL
Page 15: About the Technical Reviewer Sumit
Page 19 and 20: CHAPTER 1 Service Management as a P
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Page 29 and 30: 1.9.1.2 Process Deliver Specific Re
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 5 ■ Service Design 5.4 Fo
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.4.1.10 Change Management Interfac
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6.5 Practice Exercises 1. Which of
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations
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Chapter 8 ■ Continual Service Imp
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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