ITIL Foundation Handbook

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The 'ITIL Foundation Handbook: Pocketbook from the Official Publisher of ITIL' is a quick-reference revision guide designed to help students prepare for their foundation exam. It is also a key reference aid for managers, practitioners, vendors and consultants in the workplace and while travelling.

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Title Statements

Full title :ITIL Foundation Handbook.

Summary

Edition Statements

Publication Date:2012.

Publication Statements

Publisher(s):The Stationery Office Ltd
Place of Publication:London
Language:eng
Publication Date:2012.

Notes

Figure 3.1 Architectural relationships.

The Physical Object

Description:1 online resource (316 pages)

Edition Identifiers

ISBN:9780113313518, 0113313519
oclc:ocn952932285
Dewey Decimal:658.05

ITIL® Foundation Handbook; Contents; Acknowledgements; About this guide; 1 Introduction; 1.1 Best practice (SS 2.1.7); 1.2 The ITIL framework (SS 1.2, 1.4); Figure 1.1 The ITIL service lifecycle; 1.3 Service management (SS 2.1.1, 2.1.2, 2.1.3); 1.4 Processes and functions (SS 2.2.2, 2.2.3.1); Figure 1.2 Process model; 1.5 Roles; 1.5.1 Process owner (SD 6.3.2); 1.5.2 Process manager (SD 6.3.3); 1.5.3 Process practitioner (SD 6.3.4); 1.5.4 Service owner (SD 6.3.1); 1.5.5 The RACI model (SD 3.7.4.1); 2 Service strategy; 2.1 Purpose, objectives, scope and value of service strategy.

2.1.1 Purpose and objectives (SS 1.1.1)2.1.2 Scope (SS 1.1.2); 2.1.3 Value to business (SS 1.1.4); 2.2 Key principles; 2.2.1 Utility and warranty (SS 2.1.6); 2.2.2 Value creation through services; Figure 2.1 Components of value; Figure 2.2 How customers perceive value; 2.2.3 Assets, resources and capabilities (SS 2.2.1); Figure 2.3 The interaction of service provider and customer assets; Figure 2.4 Service management optimizes the performance of service assets; 2.2.4 Patterns of business activity (SS 4.4.5.2); 2.2.5 Service portfolio (SS 4.2.4.1); Figure 2.5 The service portfolio.

2.2.6 Governance (SS 2.3…