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ITIL Intermediate Certification Companion Study Guide: Intermediate ITIL Service Capability Exams [Mīkstie vāki]

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  • Izdošanas datums: 26-Sep-2017
  • Izdevniecība: Sybex Inc.,U.S.
  • ISBN-10: 1119012244
  • ISBN-13: 9781119012245
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  • Formāts: Paperback / softback, 720 pages, height x width x depth: 231x188x41 mm, weight: 930 g
  • Izdošanas datums: 26-Sep-2017
  • Izdevniecība: Sybex Inc.,U.S.
  • ISBN-10: 1119012244
  • ISBN-13: 9781119012245
Citas grāmatas par šo tēmu:
Permanent link: https://www.kriso.lv/db/9781119012245.html
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The expert-led, full-coverage supporting guide for all four ITIL exams

ITIL Intermediate Certification Companion Study Guide is your ultimate support system for the Intermediate ITIL Service Capability exams. Written by Service Management and ITIL framework experts, this book gives you everything you need to pass, including full coverage of all objectives for all four exams. Clear, concise explanations walk you through the process areas, concepts, and terms you need to know, and real-life examples show you how they are applied by professionals in the field every day. Although this guide is designed for exam preparation, it doesn't stop there — you also get expert insight on major topics in the field. The discussion includes operational support and analysis; planning, protection and optimization; release, control and validation; and service offerings and agreements that you'll need to know for the job.

ITIL is the most widely-adopted IT Service Management qualification in the world, providing a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to businesses. This book is your ideal companion for exam preparation, with comprehensive coverage and detailed information.

  • Learn service strategy principles, organization, and implementation
  • Master the central technologies used in IT Service Management
  • Be aware of inherent challenges, risks, and critical success factors
  • Internalize the material covered on all four ITIL exams

The ITIL qualification is recognized around the globe, and is seen as the de facto certification for those seeking IT Service Management positions. Passing these exams requires thorough preparation and rigorous self-study, but the reward is a qualification that can follow you anywhere. ITIL Intermediate Certification Companion Study Guide for the ITIL Service Capability Exams leads you from Foundation to Master, giving you everything you need for exam success.

Introduction xxxi
Assessment Test xxxvii
Part I: Operational Support and Analysis 1(200)
Chapter 1 Introduction to Operational Support and Analysis
3(22)
Understanding the Purpose, Objectives, and Value of the Operational Support and Analysis Processes
4(3)
The Purpose of Operational Support and Analysis Processes
6(1)
The Objectives of Operational Support and Analysis Processes
6(1)
The Scope of Operational Support and Analysis Processes
7(1)
The Value Operational Support and Analysis Processes Deliver to the Business
7(2)
How Service Operation Provides Business Value
8(1)
The Context of Service Operation, the Operational Support and Analysis Processes, and the Service Lifecycle
9(5)
Service Strategy
10(1)
Service Design
11(1)
Service Transition
12(1)
Service Operation
12(1)
Continual Service Improvement
13(1)
Optimizing Service Operation Performance
13(1)
Generic Roles and Responsibilities in Service Management Processes
14(1)
Service Owner
15(1)
Process Owner
16(2)
Process Manager
18(1)
Process Practitioner
18(1)
Summary
19(1)
Exam Essentials
20(1)
Review Questions
21(4)
Chapter 2 Incident and Problem Management
25(50)
Incidents and Problems: Two Key Service Management Concepts
26(1)
Incident Management
27(22)
The Purpose of Incident Management
28(1)
The Objectives of Incident Management
28(1)
The Scope of Incident Management
28(1)
The Value of Incident Management to the Business and to the Service Lifecycle
29(1)
Incident Management Policies
30(1)
Principles and Basic Concepts for Incident Management
31(3)
Incident Management Process Activities, Methods, and Techniques
34(7)
Incident Management Triggers, Inputs, and Outputs
41(1)
Interfaces between Incident Management and the Lifecycle Stages
42(2)
Information Management within the Incident Management Process
44(1)
Roles within Incident Management
45(2)
Challenges and Risks
47(1)
Critical Success Factors and Key Performance Indicators
48(1)
Problem Management
49(21)
Purpose
50(1)
Objectives
50(1)
Scope
50(1)
The Value of Problem Management to the Business and to the Service Lifecycle
51(1)
Policies, Principles, and Basic Concepts
51(3)
Process Activities, Methods, and Techniques
54(9)
Error Detection in Development Environments
63(1)
Triggers, Inputs, Outputs, and Interfaces
64(2)
Information Management in the Problem Management Process
66(1)
Roles in Problem Management
67(1)
Challenges and Risks
68(1)
Critical Success Factors and Key Performance Indicators
69(1)
Summary
70(1)
Exam Essentials
71(2)
Review Questions
73(2)
Chapter 3 Event Management, Request Fulfillment, and Access Management
75(50)
Event Management
76(18)
Purpose
77(1)
Objectives
77(1)
Scope
78(1)
Value
79(1)
Policies
79(1)
Principles and Basic Concepts
79(4)
Process Activities, Methods, and Techniques
83(4)
Triggers, Inputs, Outputs, and Interfaces
87(3)
Information Management
90(1)
Process Roles
90(2)
Critical Success Factors and Key Performance Indicators
92(1)
Challenges
93(1)
Risks
93(1)
Request Fulfillment
94(14)
Purpose and Objectives
94(2)
Scope
96(1)
Value to the Business
96(1)
Policies
97(1)
Principles and Basic Concepts
98(2)
Process Activities, Methods, and Techniques
100(3)
Triggers, Inputs, Outputs, and Interfaces
103(1)
Information Management
104(1)
Process Roles
105(1)
Critical Success Factors and Key Performance Indicators
106(1)
Challenges
107(1)
Risks
107(1)
Access Management
108(10)
Purpose
108(1)
Objectives
108(1)
Scope
109(1)
Value
109(1)
Policies
110(1)
Principles and Basic Concepts
110(1)
Process Activities, Methods, and Techniques
110(4)
Triggers, Inputs, Outputs, and Interfaces
114(1)
Information Management
115(1)
Process Roles
116(1)
Critical Success Factors and Key Performance Indicators
117(1)
Challenges
118(1)
Risks
118(1)
Summary
119(1)
Exam Essentials
120(2)
Review Questions
122(3)
Chapter 4 The Service Desk
125(22)
Role
127(1)
Objective
127(1)
Service Desk Organizational Structures
128(6)
Local Service Desk
128(1)
Centralized Service Desk
129(2)
Virtual Service Desk
131(1)
Follow the Sun
132(1)
Specialized Service Desk Groups
133(1)
Service Desk Single Point of Contact
133(1)
Service Desk Staffing
134(4)
Training
137(1)
Staff Retention
137(1)
Super Users
137(1)
Measuring Service Desk Performance
138(5)
Service Desk Environment
141(1)
Outsourcing the Service Desk
141(2)
Summary
143(1)
Exam Essentials
143(1)
Review Questions
144(3)
Chapter 5 Technical Management, Application Management, and IT Operations Management
147(34)
ITIL Functions
148(1)
Technical Management
148(6)
Role
149(1)
Objectives
149(1)
Generic Technical Management Activities
150(2)
Technical Management Organization
152(1)
Technical Design and Technical Maintenance and Support
152(1)
Measuring Technical Management Performance
152(2)
Technical Management Documentation
154(1)
IT Operations Management
154(5)
IT Operations Control
155(1)
Facilities Management
155(1)
Objectives
156(2)
Measuring IT Operations Management Performance
158(1)
IT Operations Management Documentation
158(1)
Applications Management
159(17)
Role
160(1)
Objectives
161(1)
Application Management Principles
161(1)
Application Management Lifecycle
162(1)
Requirements
163(1)
Design
163(1)
Build
164(1)
Deploy
164(1)
Operate
164(1)
Optimize
165(1)
Application Management Generic Activities
165(3)
Application Development vs. Application Management
168(3)
Measuring Application Management Performance
171(1)
Application Management Documentation
172(3)
Technical and Application Management Roles
175(1)
IT Operations Management
175(1)
Summary
176(1)
Exam Essentials
176(2)
Review Questions
178(3)
Chapter 6 Technology and Implementation Considerations for Operational Support and Analysis
181(20)
Service Management Tools
182(2)
Tool Requirements for Service Operation Processes
184(3)
Event Management
184(1)
Incident Management
184(1)
Request Fulfillment
185(1)
Problem Management
185(1)
Access Management
185(1)
Service Desk Function
186(1)
Service Management Tool Choice
187(1)
Service Operation and Project Management
188(1)
Assessing and Managing Risk in Service Operation
188(1)
Risks Resulting from Changes
188(1)
Other Sources of Risk
189(1)
Operational Staff in Design and Transition
189(1)
Planning and Implementing Service Management Technologies
190(2)
Licenses
190(1)
Deployment
191(1)
Service Operation Challenges
192(3)
Engagement with Development and Project Staff
192(1)
Justifying Funding
193(1)
Differing Service Design and Service Operation Focus and Priorities
193(1)
Other Challenges
194(1)
Management of Staff
194(1)
Critical Success Factors
195(1)
Service Operation Risks
196(1)
Summary
197(1)
Exam Essentials
197(2)
Review Questions
199(2)
Part II: Planning, Protection, and Optimization 201(124)
Chapter 7 Introduction to Planning, Protection, and Optimization
203(20)
The Purpose, Objectives, and Value of Service Design
204(3)
The Purpose of Service Design
204(1)
The Goals and Objectives of Service Design
205(1)
The Value Service Design Delivers to the Business
206(1)
The Context of Service Design and the Service Lifecycle
207(4)
Service Strategy
208(1)
Service Design
209(1)
Service Transition
209(1)
Service Operation
210(1)
Continual Service Improvement
210(1)
Service Design Basics
211(7)
Service Design and Business Change
211(1)
The Four Ps of Service Design
212(1)
Holistic and Balanced Service Design
213(1)
A Structured Approach to Service Design
214(1)
The Five Aspects of Service Design
215(3)
The Service Design Package
218(1)
The Interfaces of Design Coordination with Other Processes Related to PPO
218(2)
Summary
220(1)
Exam Essentials
220(1)
Review Questions
221(2)
Chapter 8 Capacity, Availability, and Information Security Management
223(54)
Capacity Management
224(14)
Purpose of Capacity Management
224(1)
Objectives of Capacity Management
225(1)
Scope of Capacity Management
225(1)
Capacity Management Value to the Business
226(1)
Capacity Management Policies, Principles, and Basic Concepts
227(1)
Capacity Management Process Activities, Methods, and Techniques
227(5)
Capacity Management Triggers, Inputs, and Outputs and Interfaces
232(2)
Information Management and Capacity Management
234(1)
Process Roles
235(1)
Critical Success Factors and Key Performance Indicators for Capacity Management
236(1)
Challenges for Capacity Management
237(1)
Risks for Capacity Management
237(1)
Availability Management
238(22)
Defining Availability
238(1)
Purpose of Availability Management
239(1)
Objectives of Availability Management
239(1)
Scope of Availability Management
240(1)
Availability Management Policies
241(1)
Availability Management Principles and Basic Concepts
241(7)
Availability Management Process, Methods, and Techniques
248(5)
Availability Management Triggers, Inputs, Outputs, and Interfaces
253(3)
Information Management in Availability Management
256(1)
Availability Management Process Roles
257(2)
Availability Management Critical Success Factors and Key Performance Indicators
259(1)
Availability Management Challenges and Risks
259(1)
Information Security Management
260(13)
Purpose of Information Security Management
261(1)
Objectives of Information Security Management
261(1)
Scope of Information Security Management
261(1)
Information Security Management Value to the Business
262(1)
Information Security Management Policies
262(2)
IT Security Management Process Activities, Methods, and Techniques
264(3)
Information Security Management Triggers, Inputs, and Outputs
267(2)
Information Security Management Interfaces
269(1)
Information Management in Information Security
270(1)
Information Security Process Roles
270(1)
Critical Success Factors and Key Performance Indicators for Information Security Management
271(1)
Challenges for Information Security Management
272(1)
Risks for Information Security Management
272(1)
Summary
273(1)
Exam Essentials
273(2)
Review Questions
275(2)
Chapter 9 IT Service Continuity Management and Demand Management
277(32)
IT Service Continuity Management
278(15)
Purpose of IT Service Continuity Management
278(1)
Objectives of IT Service Continuity Management
279(1)
Scope of IT Service Continuity Management
279(1)
IT Service Continuity Management Value to the Business
280(1)
IT Service Continuity Management Process, Methods, and Techniques
280(7)
IT Service Continuity Management Triggers, Inputs, and Outputs
287(2)
IT Service Continuity Management Interfaces
289(1)
Process Roles
290(1)
Information Management
291(1)
IT Service Continuity Management Critical Success Factors and KPIs
291(1)
IT Service Continuity Management Challenges and Risks
292(1)
Understanding Demand Management
293(11)
Purpose
293(1)
Objectives
293(1)
Scope
294(1)
Value
294(1)
Policies, Principles, and Basic Concepts
294(2)
Process Activities, Methods, and Techniques
296(4)
Triggers
300(1)
Inputs
300(1)
Outputs
301(1)
Interfaces
301(1)
Process Roles
302(1)
Information Management
302(1)
Critical Success Factors and Key Performance Indicators
303(1)
Challenges
303(1)
Risks
303(1)
Summary
304(1)
Exam Essentials
304(2)
Review Questions
306(3)
Chapter 10 Technology and Implementation Considerations for Planning, Protection, and Optimization
309(16)
Generic Requirements and Evaluation Criteria for Technology
310(2)
Good Practices for Practice and Process Implementation
312(3)
Challenges, Critical Success Factors, and Risks
314(1)
Service Management Tool Choice
315(1)
Planning and Implementing Service Management Technologies
316(2)
Licenses
316(1)
Deployment
317(1)
Designing Technology Architectures
318(3)
Summary
321(1)
Exam Essentials
321(1)
Review Questions
322(3)
Part III: Release, Control, and Validation 325(148)
Chapter 11 introduction to Release, Control, and Validation
327(14)
Service Transition Concepts
328(9)
Purpose
328(1)
Objectives
328(1)
Scope
329(2)
Value to the Business
331(1)
Development of a Service Transition Strategy
332(2)
Service Transition Lifecycle Stages
334(1)
Preparation for Service Transition
334(1)
Planning and Coordinating Service Transition Activities
335(1)
Provide Transition Process Support
336(1)
Summary
337(1)
Exam Essentials
337(1)
Review Questions
338(3)
Chapter 12 Change Management and Service Asset and Configuration Management
341(52)
Change Management
342(27)
The Purpose of Change Management
342(1)
The Objectives of Change Management
343(1)
The Scope of Change Management
343(2)
The Value of Change Management to the Business
345(1)
Change Management Policies and Principles
346(1)
Change Management Basic Concepts
347(6)
Change Management Process Activities, Methods, and Techniques
353(10)
Triggers
363(1)
Inputs
364(1)
Outputs
365(1)
Interfaces
365(1)
Information Management: The Role of the Configuration Management System
366(1)
Change Management Process Roles
366(2)
Critical Success Factors and Key Performance Indicators
368(1)
Challenges
369(1)
Risks
369(1)
Service Asset and Configuration Management
369(17)
Purpose
370(1)
Objectives
370(1)
Scope
370(1)
Value to Business
371(1)
Policies and Principles
371(1)
Basic Concepts
372(7)
Process Activities, Methods, and Techniques
379(3)
Triggers, Inputs and Outputs, and Process Interfaces
382(1)
Information Management
383(1)
Service Asset and Configuration Management Process Roles
384(1)
KPIs and CSFs
385(1)
Challenges
386(1)
Risks
386(1)
Summary
386(1)
Exam Essentials
387(2)
Review Questions
389(4)
Chapter 13 Service Validation and Testing and Change Evaluation
393(26)
Service Validation and Testing
394(11)
Purpose
394(1)
Objective
394(1)
Scope
395(1)
Value to the Business
395(1)
Policies, Principles, and Basic Concepts
395(1)
Test Models and Testing Perspectives
396(4)
Process Activities, Methods, and Techniques
400(1)
Trigger
401(1)
Inputs
402(1)
Outputs
402(1)
Interfaces
402(1)
Service Validation and Testing Process Roles
402(1)
Information Management
403(1)
Critical Success Factors and Key Performance Indicators
404(1)
Challenges
404(1)
Risks
405(1)
Change Evaluation
405(8)
Purpose
405(1)
Objectives
405(1)
Scope
406(1)
Value to the Business
406(1)
Policies, Principles, and Basic Concepts
406(4)
Trigger
410(1)
Inputs
411(1)
Outputs
411(1)
Interfaces
411(1)
Information Management
411(1)
Change Evaluation Process Roles
412(1)
Critical Success Factors and Key Performance Indicators
412(1)
Challenges
413(1)
Risks
413(1)
Summary
413(1)
Exam Essentials
413(3)
Review Questions
416(3)
Chapter 14 Release and Deployment Management and Knowledge Management
419(34)
Release and Deployment Management
420(16)
Purpose
420(1)
Objectives
420(1)
Scope
421(1)
Value to the Business
421(1)
Policies, Principles, and Basic Concepts
422(3)
Process Activities, Methods, and Techniques
425(6)
Triggers
431(1)
Inputs
431(1)
Outputs
432(1)
Interfaces
432(1)
Process Roles and Responsibilities
432(3)
Information Management
435(1)
Critical Success Factors and Key Performance Indicators
435(1)
Challenges
435(1)
Risks
436(1)
Knowledge Management
436(11)
Purpose
436(1)
Objectives
436(1)
Scope
437(1)
Value to the Business
437(1)
Policies, Principles, and Basic Concepts
437(3)
Process Activities, Methods, and Techniques
440(4)
Triggers
444(1)
Inputs
444(1)
Outputs
444(1)
Interfaces
445(1)
Knowledge Management Roles
445(1)
Information Management
446(1)
Critical Success Factors and Key Performance Indicators
446(1)
Challenges
447(1)
Risks
447(1)
CSI and Knowledge Management
447(1)
Summary
447(1)
Exam Essentials
448(2)
Review Questions
450(3)
Chapter 15 Technology and Implementation Considerations for Release, Control, and Validation
453(20)
Generic Requirements for Integrated ITSM Technology
454(1)
Evaluation Criteria for Service Management Tools
455(1)
Release, Control, and Validation Practices for Managing Change in Service Operation
456(2)
Change Triggers
457(1)
Change Assessment
457(1)
Measurement of Successful Change
458(1)
Service Operation and Project Management
458(1)
Service Transition Challenges
458(1)
Critical Success Factors
459(1)
Assessing and Managing Risk in Service Operation
460(2)
Risks Resulting from Changes
461(1)
Other Sources of Risk
461(1)
Operational Staff in Design and Transition
462(1)
Planning and Implementing Service Management Technologies
462(2)
Licenses
463(1)
Deployment
463(1)
Technology Considerations for Implementing Knowledge Management, Collaboration, and the CMS
464(4)
Knowledge Management Tools
465(1)
Collaboration
466(1)
Configuration Management
467(1)
Summary
468(1)
Exam Essentials
469(1)
Review Questions
470(3)
Part IV: Service Offerings and Agreements 473(140)
Chapter 16 Introduction to Service Offerings and Agreements
475(26)
The SOA Processes from Strategy and Design and the Context in the Service Lifecycle
476(11)
Service Strategy
476(7)
Service Design
483(4)
Utility and Warranty and the Relevance to the SOA Processes
487(5)
Value
487(3)
Utility and Warranty
490(2)
Understanding and Identifying Customer Requirements
492(3)
Business Requirements and Drivers
493(2)
Return on Investment and the Business Case
495(3)
Return on Investment
495(2)
Business Case
497(1)
Summary
498(1)
Exam Essentials
498(1)
Review Questions
499(2)
Chapter 17 Service Portfolio Management and Service Catalog Management
501(34)
Understanding Service Portfolio Management
502(20)
Purpose
502(1)
Objectives
502(1)
Scope
503(2)
Value
505(1)
Policies, Principles, and Basic Concepts
505(7)
Service Portfolio Management through the Service Lifecycle
512(1)
Process Activities, Methods, and Techniques
512(5)
Triggers
517(1)
Inputs
518(1)
Outputs
518(1)
Interfaces
518(1)
Information Management
519(1)
Roles and Responsibilities
520(1)
Critical Success Factors and Key Performance Indicators
521(1)
Challenges
521(1)
Risks
522(1)
Service Catalog Management
522(9)
Purpose
522(1)
Objectives
523(1)
Scope
523(1)
Value
524(1)
Policies
524(1)
Principles and Basic Concepts
524(2)
Process Activities, Methods, and Techniques
526(1)
Triggers, Inputs, Outputs, and Interfaces
527(1)
Information Management
528(1)
Roles and Responsibilities
529(1)
Critical Success Factors and Key Performance Indicators
530(1)
Summary
531(1)
Exam Essentials
531(2)
Review Questions
533(2)
Chapter 18 Service Level Management and Supplier Management
535(34)
Service Level Management
536(16)
Purpose of Service Level Management
536(1)
Objectives of Service Level Management
537(1)
Scope of Service Level Management
538(1)
Service Level Management Value to the Business
538(2)
Service Level Management Policies, Principles, and Basic Concepts
540(4)
Service Level Management Process Activities, Methods, and Techniques
544(2)
Service Level Management Triggers, Inputs, and Outputs
546(2)
Service Level Management Interfaces
548(1)
Information Management and Service Level Management
548(1)
Service Level Management Process Roles
549(2)
Critical Success Factors and Key Performance Indicators for Service Level Management
551(1)
Challenges for Service Level Management
552(1)
Risks for Service Level Management
552(1)
Supplier Management
552(12)
Purpose of Supplier Management
553(1)
Objectives of Supplier Management
553(1)
Scope of Supplier Management
553(1)
Supplier Management Value to the Business
554(1)
Supplier Management Principles, Policies, and Basic Concepts
554(4)
Supplier Management Process, Methods, and Techniques
558(1)
Supplier Management Triggers, Inputs, and Outputs
559(2)
Supplier Management Interfaces
561(1)
Information Management
561(1)
Supplier Management Process Roles
561(2)
Supplier Management Critical Success Factors and KPIs
563(1)
Supplier Management Challenges and Risks
563(1)
Summary
564(1)
Exam Essentials
564(2)
Review Questions
566(3)
Chapter 19 Business Relationship Management and Financial Management for IT
569(30)
Business Relationship Management
570(14)
Purpose of Business Relationship Management
570(1)
Objectives of Business Relationship Management
571(1)
Scope of Business Relationship Management
571(3)
Value
574(1)
Policies, Principles, and Basic Concepts
575(1)
Process Activities, Methods, and Techniques
576(3)
Triggers
579(1)
Inputs
579(1)
Outputs
580(1)
Interfaces
580(1)
Information Management
581(1)
Business Relationship Management Process Roles
581(2)
Critical Success Factors and Key Performance Indicators
583(1)
Challenges
583(1)
Risks
583(1)
Financial Management for IT Services
584(12)
Purpose of Financial Management for IT Services
584(1)
Objectives of Financial Management for IT Services
584(1)
Scope of Financial Management
585(1)
Value
586(1)
Policies, Principles, and Basic Concepts
587(2)
Process Activities, Methods, and Techniques
589(2)
Triggers
591(1)
Inputs
591(1)
Outputs
592(1)
Interfaces
592(1)
Information Management
593(1)
Financial Management for IT Process Roles
593(1)
Critical Success Factors and Key Performance Indicators
594(1)
Challenges
595(1)
Risk
595(1)
Summary
596(1)
Exam Essentials
596(1)
Review Questions
597(2)
Chapter 20 Technology Considerations for Service Offerings and Agreements
599(14)
Generic Requirements and Evaluation Criteria for Technology
600(2)
Good Practices for Practice and Process Implementation
602(2)
Challenges, Critical Success Factors, and Risks
604(1)
Service Management Tool Choice
605(1)
Planning and Implementing Service Management Technologies
606(2)
Licenses
606(1)
Deployment
607(1)
Summary
608(1)
Exam Essentials
608(2)
Review Questions
610(3)
Appendix: Answers to Review Questions 613(20)
Chapter 1 Introduction to Operational Support and Analysis
614(1)
Chapter 2 Incident and Problem Management
614(1)
Chapter 3 Event Management, Request Fulfillment, and Access Management
615(1)
Chapter 4 The Service Desk
616(2)
Chapter 5 Technical Management, Application Management, and IT Operations Management
618(1)
Chapter 6 Technology and Implementation Considerations for Operational Support and Analysis
618(1)
Chapter 7 Introduction to Planning, Protection, and Optimization
619(2)
Chapter 8 Capacity, Availability, and Information Security Management
621(1)
Chapter 9 IT Service Continuity Management and Demand Management
622(1)
Chapter 10 Technology and Implementation Considerations for Planning, Protection, and Optimization
623(1)
Chapter 11 Introduction to Release, Control, and Validation
623(1)
Chapter 12 Change Management and Service Asset and Configuration Management
624(1)
Chapter 13 Service Validation and Testing and Change Evaluation
625(1)
Chapter 14 Release and Deployment Management and Knowledge Management
626(1)
Chapter 15 Technology and Implementation Considerations for Release, Control, and Validation
627(1)
Chapter 16 Introduction to Service Offerings and Agreements
628(1)
Chapter 17 Service Portfolio Management and Service Catalog Management
629(1)
Chapter 18 Service Level Management and Supplier Management
630(1)
Chapter 19 Business Relationship Management and Financial Management for IT
630(1)
Chapter 20 Technology Considerations for Service Offerings and Agreements
631(2)
Index 633
Helen Morris leads programs to significantly improve customer satisfaction, quality of service, reduced costs, and better control. Over a Service Management career spanning more than two decades, she has accumulated a wealth of experience in managing service desks, technical support teams, and service level management. Liz Gallacher achieved distinction in the ITIL Manager certificate (top 6%) in 2002, and now holds ITIL Expert certification. Deeply experienced with the ITIL framework, she has implemented many improvement programs based on its principles and concepts.