...Page :: 1 ITIL® v3 Foundation Study Guide Release Version 4.2.2.5 About taruu ................................................................................................................................................... 5 Overview ....................................................................................................................................................... 5 Additional Exam Resources........................................................................................................................... 5 General Exam Tips......................................................................................................................................... 6 What’s On the Exam ..................................................................................................................................... 7 ITIL Core Concepts ...................................................................................................................................... 12 Services ................................................................................................................................................... 12 Service Management .............................................................................................................................. 12 ITIL as a Good Practice Framework ......................................................................................................... 12 The Service Lifecycle ...........
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...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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...Volunteering – The personal benefits Prewriting – For Prewriting this essay, I chose to use brainstorming. I wrote a list of what I felt the benefits of volunteering were as well as different things about volunteering and then used them to create my essay. Draft Are you bored with your life? Do you feel that you want to do something new or more for your community? Volunteering can be a great way for you to meet new people, get involved with your community and feel good. When you volunteer, whether it’s helping others or volunteering on a project or program, what you are doing will benefit an individual person or many people. Volunteering can be a short or long term situation, but whichever you choose, you should make sure that you are able to commit to the time involved. I volunteer at my church. The program that I volunteer in is called Friendship Ministry. With volunteering for the Friendship Ministry, I share God’s love with people who have impairments and help them become an active member of God’s family. Each mentor is assigned a “friend” that they will develop a relationship with. We sit with our friends and have lunch with them and play activities and sing with them while teaching them that we were all made special and are God’s family. We do this the third Sunday of each month. Each mentor interacts with their friends differently, but makes them feel special. I developed a special relationship with my friend Susan. She lives in a group home run by the state...
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...charity and the public. 2. Major differenceS between 501 (C) (3)tax exempt organization and a 501(C)(7) tax-exempt organization is 501(3) consists of charitable, religious, scientific, literary, educational, testing for public safety and 501(7) consist of social and recreational clubs. Under 501(3) is the opportunity to apply for grants from foundations and government agency which often limit funding to public charities. 3. The NFP organizations that have to file form 990 are all not-for- profit organization except religious organizations and government NFP. Tax continues with gross receipts normally $50,000 or less per year will file a form 990-N e- postcard. Form 990 – EZ will be filed by tax exempt entities with annual gross receipts of between $50,000 and $200,000 and will less than$500,000 in total assets. Larger NFP organizations with file form 990. Private foundations, will prepare annual warm 990 – PF. 4. A private foundation is one that receives its support from a small number of individuals or corporations and investment income rather than from the public at large. It exists to make grants to public charities. Pvt. foundations file an annual form 990-PF and are subject to several excise tax:(1) failure to take certain actions (such as distribute a minimum amount to public charities),(2)for prohibited behavior(such as speculative investing, self-dealing transactions with...
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...Tyronda R. Cole D03199304 Negotiations HR595 June 18, 2011 This paper will focus on the strategies and techniques used by members of a community in Cordova, Tennessee to prevent the opening and continued success of Stella Marris, a restaurant owned by Steve Cooper, a well established business owner within the community. Currently, the residents in Cordova are working diligently to stop a suspected strip club from opening in their area. Stella Marris Coastal Cuisine and Lounge, located at 7955 Fischer Steele Road, and owned by Steve Cooper originally opened in October 2009 but closed in the Summer of 2010 for renovations in order to upgrade the facilities. Based on Stella Marris’ Facebook page, they have implemented the following changes to the establishment in order to enhance and make the facility more conducive and elaborate for its clients and staff: Improvements to the property as well as operational refinements are being made to the facility. A new parking lot adjacent to the current lot and entry way from Germantown Parkway will be constructed for added convenience. Definitive signage along Germantown Parkway will be added for visibility. New bathrooms in place of some private rooms will be constructed. Some refinements in the lighting and sound system for disc jockey and live entertainment are in the works. Bar area, computer and surveillance systems will be upgraded. The planned renovations were based in part from feedback and operational handicaps...
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...Personal Responsibility and College Success Mohammad Obeidat GEN/200 Ms Diane Miller-DeSoto March 19th, 2012 Personal Responsibility and College Success “I believe that every right implies a responsibility; every opportunity an obligation; every possession, a duty.” – John D. Rockefeller Personal Responsibility is being responsible for your actions, forecasting all possible consequences and implications of those actions, along with taking care of your family and friends, being held accountable for your tasks, setting a number of reasonable objectives and developing a proper action plan to work towards achieving those objectives, being able to respond in a reasonable and adult like behavior to any unexpected event that might occurs. The connection between Personal Responsibilities and College Success is embedded deep within our day-to-day lives. As a student, it must be taken into consideration that a person's actions have consequences directly related to his/her future, which can be somewhat intimidating if we think about it. This is why people plan; planning can set a track for people to achieve their goals, the responsibility lies within the ability to follow the right track. Here is where the Time Monitor/Time Plan Process adds much needed value. For me, I have noticed some factors that affect my daily planning routine; I consider all of them personal responsibilities. Family is the first and most important factor, for example, in a random case of...
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...THE EVOLUTION OF MENTORING By: Patrick Delaney Mentor was first documented in Greek mythology. Mentor was with whom Odysseus trusted to run his household and see to his son’s education when Odysseus went off to fight the Trojans. Many things have changed in the three thousand years since. Mentoring has evolved from the traditional one-on-one relationship to eMentoring. This paper will look at the different types of mentoring relating to leadership and how it has changed over the years. Mentoring is a process for the informal transmission of knowledge, social capital, and the psychosocial support perceived by the recipient as relevant to work, career, or professional development. Mentoring entails informal communication, usually face-to-face and during a sustained period of time, between a person who is perceived to have greater relevant knowledge, wisdom, or experience (the mentor) and a person who is perceived to have less. There are two broad types of mentoring relationships: formal and informal. Informal relationships develop on their own between partners. Formal mentoring, on the other hand, refers to a structured process supported by the organization and addressed to target populations. Traditionally, mentoring was a formal one-on-one face-to-face relationship between an older more experienced person and a young person with no experience. At one time, the term 'apprentice' was commonplace in various trades, most commonly in blue collar industries; however, apprenticeships...
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...aspects of its activities in light of what it learned about sustainable development and society's changing expectations towards the behaviour of business. In 1997, Shell decided that, in parallel with its efforts at internal transformation, it would launch a new global, social investment effort that would concentrate on working with external partners to advance sustainable development worldwide. This decision ultimately led to the establishment of the Shell Foundation. Shell’s worldwide social investment initiative promotes sustainable development. Their main aim is to maximize benefit to the society and environment and to have integrity in their operations. The main aim is to maximize benefit to the society and environment and to have integrity in their operations. There are 6 main programs under the Shell Foundation namely: Aspire, Trading UP, Embarq, Breathing Space, Excelerate, and Climate Change ASPIRE: Through a long and close partnership with GroFin - a specialist business developer and financier - Shell Foundation helped pioneer a new business model specifically designed to service the Growth Finance sector. GroFin actively work with local entrepreneurs to help them establish sustainable businesses and in so doing, realise both attractive financial returns for investors and a suite of social returns, including job creation. Trading UP Trading UP acts as a...
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...Mentoring Introduction According to Schemm, R.L. and Bross, T. (1995), the act of mentoring is defined as a process where a younger individual is paired with an older, person for the purpose of attaining guidance and support. Mentoring is becoming increasingly prevalent in today’s work force, and becoming more of a necessity rather than a consideration. It is likely that most, if not all, individuals will form one of these mentor-mentee relationships during some point in his or her professional career. There are several advantages, as well as possible disadvantages, to forming one of these relationships. When thinking of mentoring, a one on one relationship usually comes to mind; however, multiple-mentor relationships make another valid option available. In any mentoring relationship, there does come a great deal of responsibility. You are responsible for molding that person. Mentoring is a growing trend among working professionals; it has many benefits, and will help individuals gain success, and provide a fulfilling role for the mentor. Disadvantages/Problems Unfortunately, not all mentor-mentee relationships assist in the professional development of an individual. Occasionally, but not always, there can be problems in a mentoring relationship. There is always a chance that personalities and communication styles may not mesh, or poor advice be given by the mentor (Nolinske, 1995, p. 40). Creating an environment in which the mentee is evaluated based solely on...
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...Man is a social living being and lives in a society. In order for a society to progress there are few heroes who are recognized even after they are gone. The above stated claim is not true it is possible to regard even living man or woman as hero. We are safe at our home and have a good sleep at night, all of it is possible by our soldiers who are guarding and protecting us from enemies entering our country. The soldiers are sometimes unsung heroes they need to be appreciated, awarded for their bravery and the sacrifices they make for us. There are many Iraq war veterans who have come back home but still they are living in battle. Almost all of them face post-traumatic stress which needs to be treated carefully and given proper jobs after they are retired from military life. They have families which they stay away for long time, most them do not get to see their kids grow. All the soldiers are heroes of their society. The other heroes are the ones who protect law and put their life in danger despite the risk they know. All police officers fight crime within the society and many lives are lost. They make society a better place for people to live. Again, the society should accolade law protectors for their valor. They should be given decent amount of salary for the risk they take to protect. Most of these jobs are low paid salary and lesser incentives. There are few leaders in society like Nelson Mandela who fought against apartheid, racism, poverty in South Africa and was in...
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...ELZHA MAE T. ENCABO Email: Zhamie81@yahoo.com Contact no. +63 917 5500 271 Objective: Seeking a position to use my functional skills to perform as an individual and help the customers to resolve there problems leading a team with greater efficiency. - WORK EXPERIENCE – DATA ENCODER – JFK CONSTRUCTION AND SUPPLY WEST POBLACION BACONG NEGROS ORIENTAL October 2011- July 24, 2013 CUSTOMER SERVICE REPRESENTATIVE TIER 2 – QUALFON DUMAGUETE Qualfon Philippines Inc. – Site 1 EROS Building, Corner Dr. V. Locsin and Real Sts., Dumaguete City, Negros Oriental, 6200 Phone: 6335-421-0413 November 2014 – January 2015 - EDUCATIONAL BACKGROUND – COLLEGE: Silliman University BS- Computer Science (Undergraduate) 2008 – 2009 Dumaguete City - PERSONAL DATA - SEX: FEMALE BIRTH DATE: AUGUST 1, 1989 AGE: 23 STATUS: SINGLE SSS #: 0725617476 PHILHEALTH #: 120252457297 PAGIBIG #: 912158139385 - TRAINING / SEMINAR – PHILIPPINE CALL CENTER INSTITUTE Finishing course for call center agent 100 hrs. Doña Milagros bldg. corner Sta. Rosa & Perdices Sts. Dumaguete City - SKILLS – • Typing – 25 wpm • Strong Communication • Customer service oriented skills – Ability to deal with irate customers using interpersonal-communication skills. • Understands new concepts easily – Quick learner. • Ability to handle stress • Reliable • Computer literate – Such as Ms Word, Ms Publisher (Making templates, calling...
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...Mentoring and coaching within an organization has grown the development of employees. The need to retain and recruit employees has driven companies to reinvest in the human capital of their organizations. Today's business environment forces companies to revalute the value of career development paths for employees. The focus of employee development has creates a sense of community and loyalty between employee and employer. Relationship building within an organization is a top priority for business success. Generationally changes in the workforce have created multiple variations of employees in today's workforce. The largest generation of employees is the baby boomers. This generation has traditionally been very committed to companies and have high trust and loyalty. Generation millennials have a much different outlook at employment than baby boomers. These two are just a couple examples of generational employees that companies must adapt to retain. Mentoring has been around for quite some time but traditionally was reserved for upper management. Companies realized the benefits of mentoring could be transferred to all employees as a part of development and growth plans. We will look at mentoring to compare the idea that mentoring is an effective and low cost way to develop employees and build that trust and loyalty needed for employees and organizations. We will look at two different articles from authors who have conducted research on the positive effects of employee development...
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...Wiki as a Delivery Tool in Organizations Student’s name Instructor’s name Course Date Wiki: Definition According to Grace, P. L. (2009), a wiki is a web application that allows for a collaborative modification, deletion and extension of stricture and content. In a typical type of wiki, a text is written by using a simplified markup language or a rich text editor. With a wiki being a type of a content management system, it tends to differ from blogs or other systems of the same type. The difference comes in where the content of a blog is created without a specific leader or owner. For a wiki, it has a little implicit structure. Its implicit structure allows it allows the structure to come out in a way in which the user needs it to be. Even though wikis have existed for so long, they have started to take off in organizations and businesses recently. Just like the Web did after creating its place in the corporate world, wikis have gone through a period of fierce competition, wild growth, and inappropriate usage. Despite all that, wikis have been used widely in organizations. Wikis have been used by organizations as the simplest online databases. The wiki software is basically created with a purpose of managing the site contents of an organization. Product that allows for creation of a wiki The recent innovations in sensor and mobile technologies have allowed for the creation of a digital representation of any physical entity as well as its parameters...
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...throughout years. (Boundless,2014) Although some people argue that it is politically impossible to cut tariffs unilaterally in the United States, in fact most U.S. tariffs are already close to zero. Nonetheless, tier one items including shoes and clothing account for less than 6 percent of total imports, but tariffs on these items account for 47 percent of U.S. tariff revenue (The Heritage Foundation, 2013). It may reduce the rivalries from foreign countries towards the industry of sporting shoes and clothing as well. But on the other hand, the political intervention among US companies is minimal, the market is relatively free inside the US, so there are lots of companies among the industry and the competitive rivalry is still intensive after the effect of tariff. Also, In the United States, the average tariff on products from developing countries is much higher than on products from developed countries. For example, imports from Bangladesh faced an average U.S. tariff of 15 percent in 2012, but imports from Belgium faced an average tariff of just 0.7 percent (The Heritage Foundation, 2013). It may seriously affect the cost of sporting shoes and clothes as many of the suppliers are coming from the developing countries due to the low labour cost. It will reduce the suppliers in the industry and hence raise the supplier power. Reference "Political Environment - Boundless Open Textbook." Boundless. N.p., n.d. Web. 19 Oct. 2014. <https://www.boundless.com/marketing/t...
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...Master of Adult education Mentoring the workplace Submitted to: Kate Collier Submitted by: Jaininderjit Kaur Student number: 10524597 PROPOSAL INTRODUCTION:- "Mentoring is an alliance that creates a space for dialogue that results in reflection, action and learning." Mentoring – developing insight to turn hindsight into foresight!” This essay aims to provide an overview of the submission report proposing the introduction of formal mentoring for my current workplace. In the first part of paper I gave overview about my organization. Then I add definitions of mentoring and formal mentoring and then I presented the literature review of formal mentoring. In the second part of this paper I explained the importance of mentoring and formal mentoring and I also shed the lights on models of mentoring. In last part of the essay I prepared the proposal for a pilot of mentoring scheme. ABOUT ORGANIZATION: - at present I am working in the Wahroonga Nursing Home, Wahroonga, it comes under the Thompson Health Care Organization. This facility is for forty two residents. My designation is there as an Assistant in Nursing and I am working there from last three years as a permanent part time employee. The total numbers of employees are sixty four. Out of them thirteen were registered nurses and twenty eight were registered nurses and rest of the staff belongs to other departments such as kitchen, laundry...
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