ITIL 2011 Foundation Handbook

ITIL 2011 Foundation Handbook

Citation preview

ITIL 2011 ®

Foundation

PEOPLECERT Accredited Training Organization (ATO), PMI® Global Registered Education Provider (REP), and Microsoft Learning Partner

®

Registered Education Provider

Project Management Institute

KnowledgeWoods ITIL® 2011 Foundation HandBook Published by KnowledgeWoods Consulting Pvt. Ltd. New Delhi, INDIA Published Version- 1.0: October 2014 Copyright © 2014 by KnowledgeWoods Consulting, New Delhi - INDIA.

No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scaning or otherwise, without either the prior written permission of the Publisher, or proper authorization.

I MODULE

INTRODUCTION Table of Contents

Module 1.

Title



Page

Introduction............................................................................ 3 - 43 1. Assessment ....................................................................... 45 - 47

2.

Service Life Cycle..................................................................... 49 - 84 2. Assessment ....................................................................... 85 - 87

3.

Service Strategy....................................................................... 89 - 129 3. Assessment ....................................................................... 131 - 133

4.

Service Design......................................................................... 135 - 230 4. Assessment ....................................................................... 231 - 235

5.

Service Transition.................................................................... 237 - 311 5. Assessment ....................................................................... 313 - 317

6.

Service Operation.................................................................... 319 - 413 6. Assessment ....................................................................... 415 - 419

7.

Continual Service Improvement.............................................. 421 - 444 7. Assessment ....................................................................... 445 - 448

Activities.................................................................................. 449- 458 Job Aids.................................................................................... 459 - 469 Sample Exams Paper................................................................ 471 - 495 Answers................................................................................... 497 - 507

© Axelos Limited 2014. All rights reserved. Material is reproduced under license from AXELOS

1

ITIL® is a registered trademark of AXELOS Limited.

I

k an bl left lly na nt en tio si pa ge i is Th

MODULE

INTRODUCTION

© Axelos Limited 2014. All rights reserved. Material is reproduced under license from AXELOS

2

ITIL® is a registered trademark of AXELOS Limited.

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I

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INTRODUCTION

Improveme rvice nt l Se a itnu n Service De sig n

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© Axelos Limited 2014. All rights reserved. Material is reproduced under license from AXELOS

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MODULE

INTRODUCTION

ITIL® is a registered trademark of AXELOS Limited.

I MODULE

INTRODUCTION

Learning Objectives At the end of this module, participants will be able to: