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Dedicated to my family who sacrificed several evenings and weekends while I hammered on the keyboard
Contents at a Glance About the Author xv About the Technical Reviewer xvii Acknowledgments xix Preface xxi Introduction xxiii ■Chapter ■ 1: Service Management as a Practice 1 ■Chapter ■ 2: Generic Concepts 17 ■Chapter ■ 3: ITIL Service Lifecycle 33 ■Chapter ■ 4: Service Strategy 45 ■Chapter ■ 5: Service Design 65 ■Chapter ■ 6: Service Transition 115 ■Chapter ■ 7: Service Operations 155 ■Chapter ■ 8: Continual Service Improvement 209 ■Chapter ■ 9: ITIL Foundation Exam Tips and Tricks 227 Index 243 v
Page 1 and 2: Become ITIL Foundation Certified in
Page 3: Become ITIL Foundation Certified in
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
Page 53 and 54: Chapter 3 ■ ITIL Service Lifecycl
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:
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
Page 145 and 146:
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
Page 167 and 168:
Chapter 6 ■ Service Transition 10
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Chapter 7 ■ Service Operations I
Page 171 and 172:
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
Page 257 and 258:
■ INDEX definition, 108 objective
Page 259 and 260:
■ INDEX J JAVA team, 190 K Key
Page 261 and 262:
■ INDEX Service catalog managemen
Page 263:
■ INDEX OR gate, 19 parts, 20 per
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