become-itil-foundation-certified-abhinav-kaiser(www.ebook-dl.com)

Recommendations

Info

■ INDEX Service strategy BRM, 61–62 business activity (see Business activity patterns) business case, 60 components core, 26 enabling, 26 enhancing, 27 financial management, IT, 58–60 governance, 53–54 objectives, 47 organizations, 33 patterns, 47 perspective, 46 plans, 46 positions, 46 purpose, 45 service portfolio management, 54–55 objectives, 57–58 retired catalog, 57–58 service catalog, 56 service pipeline, 55–56 subsets, 25 value, components, 48 value creation, 47–49 value, perception, 49 Service transition, 37 application development, 115 change management (see Change management) developing and implementing, 115 ITIL, 116, 118 knowledge management (see Knowledge management) lifecycle phases, 115, 117 objectives, 115–116 release and deployment management (see Release and deployment management) SACM (see Service asset and configuration management (SACM)) scope, 116 TPS (see Transition planning and support (TPS)) value, 117–118 Seven-step improvement process, 188 Shift handovers, 159 Silos—service delivery, 33 SIP. See Service improvement plan (SIP) SLT. See Service-level targets (SLT) Software CIs, 138 Software upgrade, change models, 122–123 Standard changes, 122 Supplier management commodity suppliers, 92 description, 89 objectives, 92 operational suppliers, 92 scope, 93 strategic suppliers, 91 tactical suppliers, 91 System integration test (SIT), 135 T Technical management objectives, 200 role, 199 Technology metrics, 218 Telephone, 170 Tokyo service desk, 198 Training experience, 227 Transition planning and support (TPS) management roles, 149 objectives, 150 scope, 150 U Underpinning contracts (UC), 29–30 Uninterrupted power supply (UPS), 108 Unit tests (UTs), 135 Unix team, 190 User acceptance testing (UAT), 135 Utility and warranty available enough, 21 capacity enough, 21 continuous enough, 22 digital electronics, 17 ITIL, 17 lawn mowing service, 18 logic diagram, 17 secure enough, 22 service AND diagram, 20 constraints, 20 fit for purpose conditions, 20 fit for use, 21 250
■ INDEX OR gate, 19 parts, 20 performance, 20 service provider, 18 value creation AND gate, 19 logic gate, 18 service’s functionality, 18 V Virtual servers, 134 Virtual service desk advantages, 198 description, 196 disadvantages, 199 expertise, 198 follow-the-sun model, 197 housewives, 197 IVR prompts, 198 location, 197 near-shoring, 197 off-shoring, 197 outsourcing, 197 principle, 196 setup types, 198 SKMS, 196 Virtual storage servers, 134 Vital business functions (VBFs), 98–99 VMWare, 134 Voice over Internet protocol, 197 W, X, Y, Z Warning events, 162 Waterfall methodology, 4 Web interface, 170 Wintel team, 190 251
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 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 23 and 24:
Page 25 and 26:
Page 27 and 28:
Page 29 and 30:
1.9.1.2 Process Deliver Specific Re
Page 31 and 32:
Page 33 and 34:
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
Page 53 and 54:
Page 55 and 56:
3.2 ITIL Roles Chapter 3 ■ ITIL S
Page 57 and 58:
3.2.6 Generic Role: Process Practit
Page 59 and 60:
Page 61 and 62:
CHAPTER 4 Service Strategy A strate
Page 63 and 64:
4.1.4 Patterns Chapter 4 ■ Servic
Page 65 and 66:
Chapter 4 ■ Service Strategy Serv
Page 67 and 68:
Chapter 4 ■ Service Strategy Figu
Page 69 and 70:
4.6.1.2 Risk Analysis Chapter 4 ■
Page 71 and 72:
Chapter 4 ■ Service Strategy know
Page 73 and 74:
4.8.1.1.3 Retired Services Chapter
Page 75 and 76:
Chapter 4 ■ Service Strategy thro
Page 77 and 78:
Chapter 4 ■ Service Strategy that
Page 79 and 80:
Chapter 4 ■ Service Strategy 2. V
Page 81 and 82:
Chapter 5 ■ Service Design Some e
Page 83 and 84:
Chapter 5 ■ Service Design 5.4 Fo
Page 85 and 86:
Chapter 5 ■ Service Design 4. Pro
Page 87 and 88:
Chapter 5 ■ Service Design • Se
Page 89 and 90:
Chapter 5 ■ Service Design To sta
Page 91 and 92:
Chapter 5 ■ Service Design 5.7.1.
Page 93 and 94:
Chapter 5 ■ Service Design Jan Fe
Page 95 and 96:
Chapter 5 ■ Service Design with t
Page 97 and 98:
Chapter 5 ■ Service Design Think
Page 99 and 100:
Chapter 5 ■ Service Design To sta
Page 101 and 102:
Chapter 5 ■ Service Design have a
Page 103 and 104:
Chapter 5 ■ Service Design Polici
Page 105 and 106:
Chapter 5 ■ Service Design Tradit
Page 107 and 108:
Chapter 5 ■ Service Design Unlike
Page 109 and 110:
Chapter 5 ■ Service Design 5.7.5
Page 111 and 112:
Chapter 5 ■ Service Design For ex
Page 113 and 114:
Chapter 5 ■ Service Design Anyway
Page 115 and 116:
Page 117 and 118:
Page 119 and 120:
Chapter 5 ■ Service Design busine
Page 121 and 122:
Chapter 5 ■ Service Design 3. Agr
Page 123 and 124:
Page 125 and 126:
Chapter 5 ■ Service Design When d
Page 127 and 128:
Chapter 5 ■ Service Design 7. If
Page 129 and 130:
CHAPTER 6 Service Transition Transi
Page 131 and 132:
Chapter 6 ■ Service Transition
Page 133 and 134:
Chapter 6 ■ Service Transition
Page 135 and 136:
6.4.1.3 Types of Change Requests Ch
Page 137 and 138:
Chapter 6 ■ Service Transition Cr
Page 139 and 140:
Chapter 6 ■ Service Transition It
Page 141 and 142:
6.4.1.7.1 Create a Request for Chan
Page 143 and 144:
6.4.1.7.7 Review and Change Closure
Page 145 and 146:
6.4.1.10 Change Management Interfac
Page 147 and 148:
Chapter 6 ■ Service Transition fr
Page 149 and 150:
Chapter 6 ■ Service Transition Au
Page 151 and 152:
Chapter 6 ■ Service Transition an
Page 153 and 154:
Chapter 6 ■ Service Transition Ac
Page 155 and 156:
Chapter 6 ■ Service Transition Th
Page 157 and 158:
Chapter 6 ■ Service Transition 6.
Page 159 and 160:
Chapter 6 ■ Service Transition WI
Page 161 and 162:
Chapter 6 ■ Service Transition Co
Page 163 and 164:
Chapter 6 ■ Service Transition 10
Page 165 and 166:
6.5 Practice Exercises 1. Which of
Page 167 and 168:
Chapter 6 ■ Service Transition 10
Page 169 and 170:
Chapter 7 ■ Service Operations I
Page 171 and 172:
Chapter 7 ■ Service Operations
Page 173 and 174:
Chapter 7 ■ Service Operations Yo
Page 175 and 176:
Page 177 and 178:
Chapter 7 ■ Service Operations Th
Page 179 and 180:
Chapter 7 ■ Service Operations In
Page 181 and 182:
Chapter 7 ■ Service Operations I
Page 183 and 184:
Page 185 and 186:
Page 187 and 188:
Chapter 7 ■ Service Operations 7.
Page 189 and 190:
Page 191 and 192:
Chapter 7 ■ Service Operations Mo
Page 193 and 194:
Page 195 and 196:
Page 197 and 198:
Page 199 and 200:
Page 201 and 202:
Page 203 and 204:
Page 205 and 206:
Chapter 7 ■ Service Operations No
Page 207 and 208:
Page 209 and 210:
Chapter 7 ■ Service Operations It
Page 211 and 212: Chapter 7 ■ Service Operations at
Page 213 and 214: Chapter 7 ■ Service Operations 7.
Page 215 and 216: Chapter 7 ■ Service Operations Ga
Page 217 and 218: Chapter 7 ■ Service Operations Ap
Page 223 and 224: Chapter 8 ■ Continual Service Imp
Page 241 and 242: Chapter 9 ■ ITIL Foundation Exam
Page 255 and 256: Index A Access management and info
Page 257 and 258: ■ INDEX definition, 108 objective
Page 259 and 260: ■ INDEX J JAVA team, 190 K Key
Page 261: ■ INDEX Service catalog managemen
show all

become-itil-foundation-certified-abhinav-kaiser(www.ebook-dl.com)

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?