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■ INDEX Information security management (cont.) description, 86 integrity, 87 objectives, 88–89 policy, 87–88 scope, 89 Information Technology Infrastructure Library (ITIL), 1, 3 best practices, 4 certifications, 3, 228 characteristics, 3 examination providers, 234 Expert certificate, 232–233 Foundation certificate, 228–229 functions, 12 generic role process manager, 40 process owner, 40 process practitioner, 41 service owner, 39–40 generic vs. specific, 39 Intermediate certificate, 230–231 intersect between processes and functions, 13–14 IT organizations, 3 lifecycle phase, 3 Master certificate, 233 nonprescriptive, 4 nonproprietary, 4 OGC, 2 Practitioner certificate, 229–230 processes characteristics, 10 definition, 9 deliver specific results, 11 interconnectivity, 10 measurable, 10 process model, 11–12 recipes, 10 serve customers, 11 roles vs. designations, 39 service management framework, 3 vendor and technology neutral, 4 versions, 3 Information technology (IT), 1 Interactive voice response (IVR), 168, 198 Internet service provider (ISP), 5 ITIL-based careers, FAQs customer service, 240 entry-level roles, 239 IT background, 239 normal role progression, 240 project management, 238 roles, 240–241 software development, 239 successes, 241 technical roles, 240 ITIL Foundation exam tips and tricks examination day, 237–238 mock exams, 236 preparation, 234–236 techniques, patterns, and shortcuts, 234 versions, 234 ITIL service lifecycle functions, 35 high-level activities, 33 high-level objectives, 35 list of processes, ITIL, 35 phases, 34 continuous service improvement, 34, 38 service design, 34, 36–37 service operations, 34, 37–38 service strategy, 34, 36 service transition, 34, 37 IT operations management activities, 204 control, 205 facilities management, 205 objectives, 204, 205 real-time activity, 204 service provider and customer organizations, 204 IT projects, 1 IT service continuity management (ITSCM), 132 BIA, 107 lifecycle, 105 objectives, 106 risk assessment, 108 scope, 104–105 IT service continuity plan (ITSCP), 105 IT service management businesses, 2 customers, 7 definition, 2, 5–6 international warranty, 1 ITIL, non-IT example, 6 maintenance activities, 1 service providers, 1, 2 service-related options, 1 suppliers, 7 users, 7 246
■ INDEX J JAVA team, 190 K Key performance indicators (KPIs), 120, 219–220 Knowledge management DIKW concept, 144 maturity lifecycle, 143 objectives, 143 risks, 143 scope, 144 service provider organization, 143 service strategy, 144 SKMS, 148 SLA breach, 143 Knowledge management database (KMDB), 129, 136, 152 Known error database (KEDB), 173, 182, 187 Known error, problem management, 181 KPIs. See Key performance indicators (KPIs) L Legendary mainframe systems, 4 Local service desk, 194 M Major incident managers, 167 Managing organizational changes, 132 Microsoft Operations Framework (MOF), 1, 3 Mock exams, 236 N Network team, 190 Normal changes assess and evaluate change, 127–128 authorize build and test, 128 authorize implementation, 128 build and test process, 128 change management process, 121 implementation and verification process, 128 metrics and KPIs, 121 review and change closure, 129 RFC, 127 Windows Server 2008 to Windows Server 2012, 121 workflow, 125 O Office of Government Commerce (OGC), 2 Operational-level agreement (OLA), 28–29 Optic fiber Internet service, 118 P, Q Paper-based ITIL examination, 227 Personal digital assistants (PDAs), 36 Plan-Do-Check-Act (PDCA) cycle activities, 211 Act phase, 213–214 Check phase, 212–214 description, 211 Do phase, 212, 214 iterations, 213 Plan phase, 212–213 quality controls, 211 Postimplementation review (PIR), 129 Prince2 frameworks, 132 Pro-active problem management, 180, 185, 189 Problem management, 131 categorization, 186 closure, 187 description, 178, 179 detection analysis/trending, 185 event management, 184 major incidents, 184 partners/suppliers, 184–185 vs. incidents, 179 interfaces availability management, 189 capacity management, 189 change management, 188 incident management, 188 release and deployment management, 188 service asset and configuration management, 188 service-level management, 189 247
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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1.9.1.2 Process Deliver Specific Re
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Chapter 2 ■ Generic Concepts Chap
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Chapter 2 ■ Generic Concepts Tabl
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Chapter 2 ■ Generic Concepts 2.1.
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 2 ■ Generic Concepts ENAB
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Chapter 2 ■ Generic Concepts Figu
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CHAPTER 3 ITIL Service Lifecycle Th
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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 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 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 5.7.1.
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Chapter 5 ■ Service Design Tradit
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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 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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Page 255 and 256: Index A Access management and info
Page 257: ■ INDEX definition, 108 objective
Page 261 and 262: ■ INDEX Service catalog managemen
Page 263: ■ INDEX OR gate, 19 parts, 20 per
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