ITIL 2011 ® Foundation PEOPLECERT Accredited Training Organization (ATO), PMI® Global Registered Education Provider (R
207 3 5MB
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
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ITIL® is a registered trademark of AXELOS Limited.
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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
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ITIL® is a registered trademark of AXELOS Limited.
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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: