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Become ITIL Foundation Certified in 7 Days Learning ITIL Made Simple with Real-life Examples Abhinav Krishna Kaiser
Become ITIL Foundation Certified in 7 Days: Learning ITIL Made Simple with Real-life Examples Abhinav Krishna Kaiser Toongabbie, New South Wales, Australia ISBN-13 (pbk): 978-1-4842-2163-1 ISBN-13 (electronic): 978-1-4842-2164-8 DOI 10.1007/978-1-4842-2164-8 Library of Congress Control Number: 2016963207 Copyright © 2017 by Abhinav Krishna Kaiser This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. Trademarked names, logos, and images may appear in this book. Rather than use a trademark symbol with every occurrence of a trademarked name, logo, or image we use the names, logos, and images only in an editorial fashion and to the benefit of the trademark owner, with no intention of infringement of the trademark. The use in this publication of trade names, trademarks, service marks, and similar terms, even if they are not identified as such, is not to be taken as an expression of opinion as to whether or not they are subject to proprietary rights. While the advice and information in this book are believed to be true and accurate at the date of publication, neither the authors nor the editors nor the publisher can accept any legal responsibility for any errors or omissions that may be made. The publisher makes no warranty, express or implied, with respect to the material contained herein. Managing Director: Welmoed Spahr Lead Editor: Celestin Suresh John Technical Reviewer: Sumit Jha Editorial Board: Steve Anglin, Pramila Balan, Laura Berendson, Aaron Black, Louise Corrigan, Jonathan Gennick, Robert Hutchinson, Celestin Suresh John, Nikhil Karkal, James Markham, Susan McDermott, Matthew Moodie, Natalie Pao, Gwenan Spearing Coordinating Editor: Prachi Mehta Copy Editor: Mary Bearden Compositor: SPi Global Indexer: SPi Global Artist: SPi Global Distributed to the book trade worldwide by Springer Science+Business Media New York, 233 Spring Street, 6th Floor, New York, NY 10013. Phone 1-800-SPRINGER, fax (201) 348-4505, e-mail orders-ny@springer-sbm.com, or visit www.springeronline.com. Apress Media, LLC is a California LLC and the sole member (owner) is Springer Science + Business Media Finance Inc (SSBM Finance Inc). SSBM Finance Inc is a Delaware corporation. For information on translations, please e-mail rights@apress.com, or visit www.apress.com. Apress and friends of ED books may be purchased in bulk for academic, corporate, or promotional use. eBook versions and licenses are also available for most titles. For more information, reference our Special Bulk Sales–eBook Licensing web page at www.apress.com/bulk-sales. Any source code or other supplementary materials referenced by the author in this text are available to readers at www.apress.com. For detailed information about how to locate your book’s source code, go to www.apress.com/source-code/. Readers can also access source code at SpringerLink in the Supplementary Material section for each chapter. Printed on acid-free paper
Page 1: 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 and 16: About the Technical Reviewer Sumit
Page 17 and 18: Preface When my first book, Communi
Page 19 and 20: CHAPTER 1 Service Management as a P
Page 21 and 22: Chapter 1 ■ Service Management as
Page 29 and 30: 1.9.1.2 Process Deliver Specific Re
Page 35 and 36: Chapter 2 ■ Generic Concepts Chap
Page 37 and 38: Chapter 2 ■ Generic Concepts Tabl
Page 39 and 40: Chapter 2 ■ Generic Concepts 2.1.
Page 41 and 42: Chapter 2 ■ Generic Concepts 2.2.
Page 43 and 44: Chapter 2 ■ Generic Concepts ENAB
Page 45 and 46: Chapter 2 ■ Generic Concepts Figu
Page 47 and 48: Chapter 2 ■ Generic Concepts rece
Page 49 and 50: CHAPTER 3 ITIL Service Lifecycle Th
Page 51 and 52: Chapter 3 ■ ITIL Service Lifecycl
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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Chapter 3 ■ ITIL Service Lifecycl
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Serv
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 4 ■ Service Strategy know
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4.8.1.1.3 Retired Services Chapter
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Chapter 4 ■ Service Strategy thro
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Chapter 4 ■ Service Strategy that
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Chapter 4 ■ Service Strategy 2. V
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Chapter 5 ■ Service Design Some e
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Chapter 5 ■ Service Design 5.4 Fo
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Chapter 5 ■ Service Design 4. Pro
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Chapter 5 ■ Service Design • Se
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Chapter 5 ■ Service Design To sta
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Chapter 5 ■ Service Design 5.7.1.
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Chapter 5 ■ Service Design Jan Fe
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Chapter 5 ■ Service Design with t
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Chapter 5 ■ Service Design Think
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Chapter 5 ■ Service Design To sta
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Chapter 5 ■ Service Design have a
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Chapter 5 ■ Service Design Polici
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Chapter 5 ■ Service Design Tradit
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Chapter 5 ■ Service Design Unlike
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Chapter 5 ■ Service Design 5.7.5
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Chapter 5 ■ Service Design For ex
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Chapter 5 ■ Service Design Anyway
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Chapter 5 ■ Service Design busine
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Chapter 5 ■ Service Design 3. Agr
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Chapter 5 ■ Service Design When d
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Chapter 5 ■ Service Design 7. If
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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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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Chapter 6 ■ Service Transition Cr
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Chapter 6 ■ Service Transition It
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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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Chapter 6 ■ Service Transition fr
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Chapter 6 ■ Service Transition Au
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Chapter 6 ■ Service Transition an
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Chapter 6 ■ Service Transition Ac
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Chapter 6 ■ Service Transition Th
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Chapter 6 ■ Service Transition 6.
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Chapter 6 ■ Service Transition WI
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Chapter 6 ■ Service Transition Co
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Chapter 6 ■ Service Transition 10
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6.5 Practice Exercises 1. Which of
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Chapter 6 ■ Service Transition 10
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations
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Chapter 7 ■ Service Operations Yo
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Chapter 7 ■ Service Operations Th
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Chapter 7 ■ Service Operations In
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations 7.
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Chapter 7 ■ Service Operations Mo
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Chapter 7 ■ Service Operations No
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Chapter 7 ■ Service Operations It
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Chapter 7 ■ Service Operations at
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Chapter 7 ■ Service Operations Ga
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Chapter 7 ■ Service Operations Ap
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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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