...ITIL Study Guide | | | | ITILFND01 Service Management as a practice The purpose of this unit is to help the candidate to define Service and to comprehend and explain the concept of Service Management as a practice. 01-1. Describe the concept of Good Practice (SS 1.2.2) 01-2. Define and explain the concept of a Service (SS 2.2.1) 01-3. Define and explain the concept of Service Management (SS 2.1) 01-4. Functions and Processes (SS 2.3, 2.6.1, SD 2.3, SD 3.6.4, ST 2.3, SO 2.3, 3.1, CSI 2.3) 01-5. Explain the process model and the characteristics of processes (SD 2.3.2, 3.6.4) The recommended study period for this unit is minimum 45 minutes ITILFND02 The Service Lifecycle The purpose of this unit is to help the candidate to understand the value of the Service Lifecycle, how the processes integrate with each other, throughout the Lifecycle and explain the objectives and business value for each phase in the Lifecycle 02-2. Structure, scope, components and interfaces of the Service Lifecycle (SS 1.2.3 All ) 02-3. Account for the main goals and objectives of Service Strategy (SS 1.3) 02-4. Account for the main goals and objectives of Service Design (SD 2.4.1, SD 3.1) 02-5. Briefly explain what value Service Design provides to the business (SD 2.4.3) 02-6. Account for the main goals and objectives of Service Transition (ST 2.4.1) 02-7. Briefly explain what value Service Transition provides to the business (ST 2.4.3) 02-8. Account for the main goals and...
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...Service Strategy Meghna B. Patel Illinois Institute of Technology, Chicago Service Strategy ITIL (Information Technology Infrastructure Library) framework is considered as a set of best practices for IT Service Management (ITSM). This framework is widely used by many IT service providers to deliver quality IT services that adds value to customer and aims at attaining the business objectives. It consists of different processes and functions which are divided among five stages of service life cycle. Service Strategy is the first stage in this life cycle. “ITIL Service Strategy provides guidance on how to view service management not only as an organizational capability but as a strategic asset” (Cannon, 2011). It helps in designing, development and implementation of IT services that aligns with the business strategy and thus allowing service providers to think and act in a strategic manner. Service Strategy Principles Utility and Warranty Value of service consists of two components: Utility (fitness for purpose) and Warranty (fitness for use). According to Cannon (2011), Utility is the functionality offered by a product or service to meet a particular need. It refers to those characteristics of a service that contribute to tasks associated with achieving business outcomes. It is used to improve performance of these tasks and/or to remove constraints that prevent the task from being carried out sufficiently. Warranty is an assurance that a product or service will meet its agreed...
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...Free ITIL™ Foundation Exam Paper 40 Questions – 60 Minutes Allowed. Minimum of 26/40 to Pass. With the Compliments of www.ITServiceSuccess.com Good Luck!! GIVE YOURSELF THE UNFAIR ADVANTAGE ! MULTIPLE CHOICE SECRETS FOR THE ITIL FOUNDATION EXAM This brand new exclusive eBook is packed full of proven strategies, techniques and tips to help ensure you give yourself the best chance possible to pass the ITIL Foundation exam first time. With 136 easy to absorb pages you will learn more than 30 step-by-step techniques to help ensure your ITIL Foundation exam success. This really is the ‘missing element’ from your Foundation revision and the perfect compliment to any training notes or study guides you may already have. This eBook contains essential information you need to know about how to pass the ITIL Foundation multiple choice exam. This information has been carefully selected, along with worked examples from the syllabus, to create this unique eBook. Written by a top ITIL Consultant who has proven these techniques time and time again with students he coaches. Across 12 content packed chapters you will learn: • • • • • • • • • • • • • The awesome 3-PASS answering strategy to obtain over 26 points Worked examples of ITIL questions and three mistakes you must avoid making! Exam jargon demystified: Stems, Options, Qualifiers and Modifiers – Revealed How to overcoming the challenges and pitfalls of the ITIL Foundation exam How Examiners actually create questions...
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...White Paper November 2006 BMC® Best Practice Process Flows for Asset Management and ITIL Configuration Management Copyright 2006 BMC Software, Inc. All rights reserved. BMC, the BMC logo, all other BMC product or service names, BMC Software, the BMC Software logos, and all other BMC Software product or service names, are registered trademarks or trademarks of BMC Software, Inc. All other trademarks belong to their respective companies. BMC Software, Inc., considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable end user license agreement or nondisclosure agreement for the product and the proprietary and restricted rights notices included in this documentation. Restricted Rights Legend U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address. Contacting Us If you need technical support for this product, contact Customer Support by email at customer_support@bmc...
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...Published in association with the Best Management Practice Partnership The IT Service Management Forum An Introductory Overview of ITIL® V3 A high-level overview of the IT INFRASTRUCTURE LIBRARY The IT Infrastructure Library An Introductory Overview of ITIL® V3 Version 1.0 Written by: Alison Cartlidge Ashley Hanna Colin Rudd Ivor Macfarlane John Windebank Stuart Rance Alison Cartlidge Mark Lillycrop Xansa - Steria HP itEMS Ltd IBM Sun HP Xansa - Steria itSMF UK Edited by: Published by: The UK Chapter of the itSMF With thanks to all those who took part in the review process. © Copyright itSMF Ltd, 2007 This version first published 2007 Based on other copyright material with the permission of the copyright owners. ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark, of the Office of Government Commerce (OGC) and is registered in the US Patent and Trade Mark Office. PRINCE® is a Registered Trade Mark, and a Registered Community Trade Mark, of the Office of Government Commerce (OGC) and is registered in the US Patent and Trade Mark Office. COBIT® is a Registered Trade Mark of ISACA and the ITGA. CMM® is registered in the USA Patent and Trademark Office. PMBoK® is a Registered Trade Mark of the Project Management Institute. M_o_R ® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce. © Crown copyright material reproduced with the kind permission of OGC on behalf of the Controller of...
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...Free ITIL™ Foundation Exam Paper 40 Questions – 60 Minutes Allowed. Minimum of 26/40 to Pass. With the Compliments of www.ITServiceSuccess.com Good Luck!! GIVE YOURSELF THE UNFAIR ADVANTAGE ! MULTIPLE CHOICE SECRETS FOR THE ITIL FOUNDATION EXAM This brand new exclusive eBook is packed full of proven strategies, techniques and tips to help ensure you give yourself the best chance possible to pass the ITIL Foundation exam first time. With 136 easy to absorb pages you will learn more than 30 step-by-step techniques to help ensure your ITIL Foundation exam success. This really is the ‘missing element’ from your Foundation revision and the perfect compliment to any training notes or study guides you may already have. This eBook contains essential information you need to know about how to pass the ITIL Foundation multiple choice exam. This information has been carefully selected, along with worked examples from the syllabus, to create this unique eBook. Written by a top ITIL Consultant who has proven these techniques time and time again with students he coaches. Across 12 content packed chapters you will learn: • • • • • • • • • • • • • The awesome 3-PASS answering strategy to obtain over 26 points Worked examples of ITIL questions and three mistakes you must avoid making! Exam jargon demystified: Stems, Options, Qualifiers and Modifiers – Revealed How to overcoming the challenges and pitfalls of the ITIL Foundation exam How Examiners actually create questions...
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...ITIL® Service Management Practices V Qualifications Scheme ITIL Service Management Practices Contents 1. Scope and purpose of document 1.1. Synopsis 1.2. Suggested reading 2. ITIL Overview 2.1. What is ITIL? 2.2. What does ‘official scheme’ mean? 2.3. Who is involved in the official scheme? 3. About OGC 4. About APM Group 5. About the ITIL Qualifications Board 5.1. Functions 5.2. Working practices 6. About Examination Institutes (EIs) 7. About Accredited Training Organizations 7.1. About ATO Affiliates 8. About the ITIL user forum 9. About ITIL V3 Examinations 9.1. Overview 9.1.1. Syllabuses 9.1.2. Examination questions 9.1.3. Examination format 10. The ITIL V3 Qualifications Scheme 10.1. Overview 10.2. Design 10.3. Scheme Structure 10.4. Foundation level 10.4.1. Target Group 10.4.2. Format of the ITIL Foundation Certificate in IT Service Management Exam 10.5. Intermediate Level 10.5.1. Target Group 10.5.2. Service Lifecycle Modules 10.5.3. Service Capability modules 10.6. Managing Across the Lifecycle 10.6.1. Format of the Managing Across the Lifecycle Module 3 3 3 3 3 3 3 3 6 6 6 6 7 7 7 7 8 8 8 8 8 8 8 8 8 9 9 9 9 9 10 10 11 11 10.7. ITIL Expert in IT Service Management Certification 10.8. ITIL Master Level (In Development) 11. V3 Qualifications Scheme Credit System 11.1. Credit values 11.2. Pre-requisites 11.2.1. Foundation level 11.2.2. Service Lifecycle Modules 11.2.3. Service Capability Modules 11.2.4. Managing Across the Lifecycle Module 11.2.5. ITIL Master...
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...Index: ITIL® v3 Foundation 2011 Study Notes 1. ITIL v3 Foundation Certification Notes: Service Management as a Practice 2. ITIL v3 Foundation Certification Notes: Service Strategy 3. ITIL v3 Foundation Certification Notes: Service Strategy [2] 4. ITIL v3 Foundation Certification Notes: Service Design 5. ITIL v3 Foundation Certification Notes: Service Design [2] 6. ITIL v3 Foundation Certification Notes: Service Design [3] 7. ITIL v3 Foundation Certification Notes: Service Design [4] 8. ITIL v3 Foundation Certification Notes: Service Transition 9. ITIL v3 Foundation Certification Notes: Service Transition [2] 10. ITIL v3 Foundation Certification Notes: Service Operation and Functions 11. ITIL v3 Foundation Certification Notes: Service Operation [2] 12. ITIL v3 Foundation Certification Notes: Service Operation [3] 13. ITIL v3 Foundation Certification Notes: Continual Service Improvement 14. ITIL v3 Foundation Certification Notes: Last Minutes Revision Notes ITIL v3 Foundation Certification Notes: Service Management as a Practice Why IT Service Management is needed? * Higher IT service quality is always required while fewer resources are available * Users are not interested in the processes / technology, rather they just need to utilize the service to achieve business goals * As users are usually not directly responsible for the costs of IT services, they would endlessly request more and more IT services with higher and higher standards /...
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...purpose of this paper is to discuss advantages and disadvantages of using predefined process models in process orienting an organization. The paper has five main parts. First, process orientation of enterprises is described briefly. Then, a standard process model for IT service management is presented. Third, a case where this model has been implemented is discussed. Fourth, the experiences from the case are presented. Finally, the need for standard process models in other industries is discussed. Following the conclusion that indeed such standard models could be helpful in many industries, a process for developing such models is outlines along with some requirements for them. Keywords: Process orientation; business process modeling; the ITIL model The concept of process orientation The traditional way to organize enterprises and indeed all types of organizations is through the formation of departments consisting of individuals with the same or similar area of expertise. Up to a few years ago, this way of organizing was highly dominant. Organizing people and work in departments certainly provided, and still provides, some benefits: • People are allowed to specialize within their field of expertise, thus developing a highly refined set of skills. • Lower costs from centralizing various functions, e.g., finance, personnel, maintenance, etc. as a smaller number of specialists can service the needs of many other functional areas. • Such...
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...For writing services like this Contact :sethamimo@gmail.com Project management - prince 2 -case study Name Professor Institution Course Date ITIL (Information Technology Infrastructure Library) ITIL provides a framework that describes the best practice direction for IT Service Management. Therefore, ITIL framework is focused on a concept towards the service lifecycle. The main phases of the ITIL service lifecycle are service design, service strategy, service operation, service transition, and service improvement. In this project, main function of the ITIL framework addresses how Aplestia’s IT as a whole should be operated. The project management aspect addresses how single projects within the Aplestia should be executed. PRINCE 2 (Projects IN Controlled Environments) PRINCE 2 is a kind of an industry standard used extensively in the whole world. It Is known as project management technique designed to offer a framework covering the wide variety of activities and disciplines needed within a project. In this project, PRINCE 2 is focused on Aplestia ‘s case, which shows the rationale and business justification for this project. This is a process-based technique where the structure includes 5 phases as well as 8 high level processes. One of the merits of PRINCE 2, is that it can be applied to any size of set up or any type of project. One of the key shortcomings of PRINCE 2 is that it does not provide and cover for any support...
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...RMIT School of Business Information Technology ISYS1015 ASSIGNMENT SUBMISSION SHEET Family Name: Shen Student Number : 3354450 Personal Name(s) : Helin Contact Telephone Number 0420860306 Assignment Title Student Journal Course Coordinator Barry McIntyre Date Due Date Submitted 1 SEP 2014 This statement should be completed and signed by the student(s) participating in preparation of the assignment. A. Declaration and Statement of Authorship: 1. I/we hold a copy of this assignment, which can be produced if the original is lost/ damaged. 2. This assignment is my/our original work and no part of it has been copied from any other student’s work or from any other source except where due acknowledgement is made. 3. No part of this assignment has been written for me/us by any other person except where such collaboration has been authorised by the lecturer/teacher concerned and is clearly acknowledged in the assignment. 4. I/we have not previously submitted or currently submitting this work for any other course/unit. 5. This work may be reproduced, communicated, compared and archived for the purpose of detecting plagiarism. 6. I/we give permission for a copy of my/our marked work to be retained by the School for review and comparison, including review by external examiners. I/we understand that 7. Plagiarism is the presentation of the work, idea or creation of another person as though it is your own. It is a form of cheating and is a very serious academic offence that may lead...
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...SURVEY FOLIO BY ROLAND OULSOLA OLUWAFEMI SUBMITTED TO SURVEYORS COUNCIL OF NIGERIA (SURCON) (Established by decree No. 44 of 1989: CAP 425 LFN 1990) IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE REGISTRATION AS A SURVEYOR JULY, 2013 DEDICATTION I dedicate this work to the Almighty God. ACKNOWLEDGEMENTS My Profound acknowledgement towards this folio greatly goes to my supervisor, Surv. Paul Oluwaseun Ifekoya,mnis for standing by me through the thick and thin period by giving me the support and opportunity to work with him to benefit from his wealth of wisdom and experiences, no amount of words I can use to show my appreciation to you, because am really grateful. My unreserved gratitude goes to my parents for their prayers, words of wisdom and encouragement which has really been contributing to my success in life. Also, to my brothers and sister, you had really encouraged me to keep going against all odds. I will also use this medium to express gratitude to all my friends and labourers who worked with me in the course of executing all the projects. Finally, I cannot do without appreciating my colleague Ailoyafen Oluwatosin, Siedu Musa Danladi and others who assisted me in one way or the other. God will reward each and every one of you greatly. And Lastly I will never forget to mention Mrs Chioma Ifekoya, Ini Ifekoya and Imisi Ifekoya your prayers and kindness has seen me through...
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...Introduction The major healthcare provider in question has experienced a potential security breach within their records. They are now currently investigating how this happened and what information was access by the unauthorized individual. However, the company is now interested in established a baseline framework to avoid future information breaches from occurring. This document will outline three major IT frameworks and how each could have mitigated the recent information breach. ISO Policy The ISO 27001 recommendation is a high-level discussion. A precise policy was not located. The discussion did contain a preventive feature to denied access afterhours; however, how the afterhours check relates to a policy is not clear. The COBIT5 recommendation is a discussion and needs to develop a policy. The discussion includes auditing in general; however, details about the auditing need to be developed once a precise policy is developed. The NIST framework discussion includes review of log files. Details need to be developed about the review once a policy is developed. The three major security frameworks in the discussion are excellent overall recommendations. Precise policy statements that will prevent an identified security flaw in the scenario need to be developed. The first policy presented is ISO 27001 (International Standards Organization Security Standards). According to the ISO website, “The ISO 27000 family of standards helps organizations keep information assets secure. Using...
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...Robert Ronec PMP, PMOP, CSM, ITIL v3, CSSGB +1.704.779.0072 | robert@ronec.com PROFILE A dynamic, certified IT program and project manager, with broad expertise in all phases of project lifecycle planning and implementation. Highly skilled in solving complex engineering, operations and technology problems, along with managing budgets, risk and vendors. Extensive experience in bridging technology and business goals to provide productive solutions. Expertise in managing and working on large-scale development, rollouts, implementations, and migration projects. Depth of experience complemented by international leadership of large outsourcing and infrastructure projects. Diverse experience in many industries including technology, finance, entertainment, and consulting. Natural leader with the unique ability to empower and motivate teams. Big picture focus and flawless execution. Proven areas of expertise include: • Budget planning/management • Negotiations with clients & vendors • IT systems integration • Relationships development management • Software development/implementation • Program/Project management • Vendor Selection & Management • Proposal/project planning and WBS development • Global Project Team • Risk assessment/management • IT service management • Configuration/Asset Management QUALIFICATION HIGHLIGHTS • A tried and tested “hands-on” IT PM professional with experience in IT, ITSM, ERP, QA, Strategy Development, Process Improvement, Team...
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...Bhd At 09:35 13 July 2015 (PT) To cite this document: Özge Naz#mo#lu Yasemine Özsen, (2010),"Analysis of risk dynamics in information technology service delivery", Journal of Enterprise Information Management, Vol. 23 Iss 3 pp. 350 - 364 Permanent link to this document: http://dx.doi.org/10.1108/17410391011036102 Downloaded on: 13 July 2015, At: 09:35 (PT) References: this document contains references to 37 other documents. To copy this document: permissions@emeraldinsight.com The fulltext of this document has been downloaded 1723 times since 2010* Users who downloaded this article also downloaded: Norita Ahmad, Noha Tarek Amer, Faten Qutaifan, Azza Alhilali, (2013),"Technology adoption model and a road map to successful implementation of ITIL", Journal of Enterprise Information Management, Vol. 26 Iss 5 pp. 553-576 http://dx.doi.org/10.1108/JEIM-07-2013-0041 F. Ponsignon, P.A. Smart, R.S. Maull, (2011),"Service delivery system design: characteristics and contingencies", International Journal of Operations & Production Management, Vol. 31 Iss 3 pp. 324-349 http://dx.doi.org/10.1108/01443571111111946 Kakoli Bandyopadhyay, Peter P. Mykytyn, Kathleen Mykytyn, (1999),"A framework for integrated risk management in information technology", Management Decision, Vol. 37 Iss 5 pp. 437-445 http:// dx.doi.org/10.1108/00251749910274216 Access to this document was granted through an Emerald subscription provided by emerald-srm:540740 [] For Authors If you would like to write for this...
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