ITIL Foundation Handbook

ITIL Foundation Handbook

Citation preview

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ITIL® Foundation Handbook

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7442 ITIL Foundation Handbook cov_v1_0.indd 1-3

Updated to the 2011 syllabus

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www.tso.co.uk

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Published in association with

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Best Management Practice Portfolio Product

ITIL® Foundation Handbook

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Best Management Practice Portfolio Product

Updated in line with the ITIL 2011 editions and the Foundation syllabus, this quickreference guide to the ITIL framework can be used as a study aid by those preparing for the ITIL Foundation exam. It also serves as a practical resource for managers, practitioners, vendors and consultants, both in the workplace and on the move.

18/01/2012 17:21

Best Management Practice Portfolio Product

ITIL® Foundation Handbook

479 ITIL Foundation Handbook v1_0.indd 1

i

London: TSO

18/01/2012 15:12

The Swirl logo™ is a trade mark of the Cabinet Office ITIL® is a registered trade mark of the Cabinet Office PRINCE2® is a registered trade mark of the Cabinet Office

Published by TSO (The Stationery Office) and available from: Online www.tsoshop.co.uk

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© The Stationery Office 2012

A CIP catalogue record for this book is available from the British Library

All rights reserved. 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 or otherwise without the permission of the publisher.

A Library of Congress CIP catalogue record has been applied for First edition 2008 Second edition 2009 Third edition 2012

Applications for reproduction should be made in writing to The Stationery Office Limited, St Crispins, Duke Street, Norwich NR3 1PD.

First published 2012 ISBN 9780113313495 Single copy ISBN ISBN 9780113313501 (Sold in a pack of 10 copies)

The information contained in this publication is believed to be correct at the time of manufacture. Whilst care has been taken to ensure that the information is accurate, the publisher can accept no responsibility for any errors or omissions or for changes to the details given.

479 ITIL Foundation Handbook v1_0.indd 2

Printed in the United Kingdom for The Stationery Office Material is FSC certified. Sourced from fully sustainable forests. P002467285 c1950 01/12

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Contents Acknowledgements vi About this guide

viii 1

1 Introduction

2

1.1 Best practice (SS 2.1.7) 1.2 The ITIL framework (SS 1.2, 1.4) Service management (SS 2.1.1, 2.1.2, 2.1.3) 1.3 1.4 Processes and functions (SS 2.2.2, 2.2.3.1) 1.5 Roles

1 1 5 8 10

Service strategy

15

2.1 2.2 2.3 2.4

3

Pur