ITIL V3 Foundation Complete Certification Kit - Study Guide Book and Online Course

Gerard Blokdijk

Language: English

Pages: 160

ISBN: 098048524X

Format: PDF / Kindle (mobi) / ePub


As the industry standard in terms of Process, Service and Lifecycle Management for IT, the ITIL® Foundation exam is the most popular entry-level certification, particularly for individuals switching from another career to IT. This kit prepares you for the certification exam by offering valuable information on the ITIL Framework, ITIL Certification and IT Service Management. This Kit contains the book and online course access that provides everything you need to prepare for the ITIL V3 Foundation Certification Exam, including in-depth coverage of all exam objectives, scenarios to easily demonstrate the processes in action, and practice exam questions for that last minute test preparation. ITIL V3 Foundation Complete Certification Kit This Study Guide and Online Course access provides complete, in-depth coverage of all exam objectives for the ITIL V3 Foundation exam in a systematic approach, so you can be confident you're getting the instruction you need. . Real-world scenarios put what you've learned in the context of service solutions . Thought provoking questions to challenge your thinking and understanding . Exam Essentials in each chapter helps you zero in on what you need to know . Includes practice exam questions A Real World Guide to ITIL V3 Skills. Key information and real world examples organized around the actual day-to-day tasks and challenges you'll face in the field of IT Service Management. . Practice what you've learned with challenging ITIL Foundation exam style questions . Based on specific exam objectives - use this as a lab manual for certification preparation.

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3. 5. 4 Expanded Incident Lifecycle An aim of Availability Management is to ensure the duration and impact from Incidents impacting IT Services are minimized, to enable business operations to resume as quickly as possible. The expanded Incident lifecycle enables the total IT Service downtime for any given Incident to be broken down and mapped against the major stages that all Incidents go through. Figure 5. M – The Expanded Incident Lifecycle © Crown Copyright 2007 Reproduced under license from OGC Mean time between Failures (MTBF) or uptime: • Average time between the recovery from one incident and the occurrence of the next incident, relates to the reliability of the service.

It is that simple! 3 ©The Art of Service How to access the eLearning Program 1. Direct your browser to: www. theartofservice. org 2. Click ‘login’ (found at the top right of the page) 3. Click ‘Create New Account’ 4. Follow the instructions to create a new account. You will need a valid email address to confirm your account creation. If you do not receive the confirmation email check that it has not been automatically moved to a Junk Mail or Spam folder. 5. Once your account has been confirmed, email your User-ID for your new account to key@theartofservice.

22 2. 2 PROCESSES & FUNCTIONS ............................................................................................................ 23 2. 2. 1 Defining Processes ........................................................................................................ 23 2. 2. 2 Defining Functions ........................................................................................................

Incident logging 3. Incident categorization 4. Incident prioritization 5. Initial diagnosis 6. Incident escalation 7. Investigation and diagnosis 8. Resolution and recovery 9. Incident closure. 1. Incident identification The implementation of Incident Management should consider the range of sources where incidents can be identified. These typically include: • Customers and end users • External customers (of the business) • IT staff members • Automated mechanisms, including those governed by Event Management • External suppliers.

Normal Changes will often be further defined by the relative impact and complexity, which will escalate the Change for assessment to the most appropriate person or group. STANDARD Change: A pre-approved Change that is low risk, relatively common and follows a procedure or work instruction. E. g. password reset or provision of standard equipment to a new employee. RFCs are not required to implement a Standard Change, and they are logged and tracked using a different mechanism, such as a service request.

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