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As of today we have 76,, eBooks for you to download for free. No annoying ads, no Download ITIL V3 Foundation Complete Certification Kit - Study. ITIL V3 Foundation Course eBook - Ebook download as PDF File .pdf), Text File .txt) or read book online. Taruu, a Service Management firm from Indiana, has created and published a study guide for the ITIL® v3 Foundation certification. This is one.

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Free eBook: Pocket Guide to the ITIL Foundation Certification. Last updated Download your copy today! .. ITIL® V3: What's New?. ISBN eBook: ITIL® is the world's leading framework on IT Service Management . will assist you in achieving your ITIL V3 Foundations Qualification and. free ITIL v4 study resources and tips, learn the cheapest way to get certified and download my Foundation study notes. ITIL v4 Foundation Certification Exam Prep Resources & Tips . ITIL v4 vs ITIL v3 Foundation Exam:What's Different?.

Let's find out. The guide could double up as a handy cheat sheet for those currently controlling IT processes as well. But, there is a catch. The free sections include service strategy, a good part of service design and service operations. A number of review questions are available, which are helpful to boost your self confidence before taking the exam.

So, referring to a v2 process does in no way waste your time, nor disorient your thoughts and thought patterns. The IT Skeptic Blog by Rob England A blog on a topic of interest is definitely worth the time, especially if the writer knows what he is doing, and keeps doing it frequently.

He picks up day to day issues he faces at work, and makes blog posts out of them. The topics are interesting, especially for those who can relate to them. The reader base is quite active in commenting and the blog has a great community behind it. Check out the blog and join in on the discussion at The IT Skeptic. Many who had completed their v3 certifications started to sweat and those who planned to take the exam, decided to wait and watch.

You can read Pierre's views on this issue here: They host a handful of blogs, and the articles posted make the time worthwhile, while posing several questions to the reader.

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A number of case studies along with industry research makes up for the free content available on the website. I found Nas Ozcan's blog particularly interesting. Are Free Resources Any Good? Let's face it; our world runs on business, not charity. Free resources that are widely available on the web are nuggets of information compared to the deep knowledge the world has to offer for money.

The sites will also serve as a great reference once you're on the job. Ready to test your skills in ITIL? See how they stack up with this assessment from Smarterer. Start this ITIL test now. Get our content first. In your inbox. If this message remains, it may be due to cookies being disabled or to an ad blocker. He advises businesses, organizations and enterprises on how to build service management framework and deliver value.

He is currently penning a book on communication in organizations, specifically aimed at IT departments. We use cookies to make interactions with our websites and services easy and meaningful. For more information about the cookies we use or to find out how you can disable cookies, click here. You have disabled cookies and are browsing in private mode.

They are responsible for continual improvement and management of change affecting Services under their care. To liaise with the appropriate Process Owners throughout the Service Management lifecycle To solicit required data. The owner of the Payroll Service Responsibilities: To act as prime Customer contact for all Service related enquiries and issues To ensure that the ongoing Service delivery and support meet agreed Customer requirements To identify opportunities for Service Improvements.

Process Owner 21 Process Owner: The person responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process.

The owner for the Availability Management Process Responsibilities: Assisting with process design Documenting the process Make sure the process is being performed as documented Making sure process meetings it aims Monitoring and improving the process over time. Connecting with Processes and Functions: Responsible — the person or people responsible for getting the job done Accountable — only one person can be accountable for each task Consulted — the people who are consulted and whose opinions are sought Informed — the people who are kept up-to-date on progress.

Service provider is often used as an short form for IT Service provider. The key factor is that the IT Services provide a source of competitive advantage in the market space the business exists in. There are three types of business models service providers: Key Terminology: Service Provider 23 Service Provider: Supplier 24 Supplier: A Third party responsible for supplying goods or Services that are required to deliver IT services.

Business Contract: A legally binding agreement between two or more parties to supply goods or services Service Provider Supplier Fig: A Basic value Chain.

Examples of suppliers include commodity hardware and software vendors. Understand the value of the Service Lifecycle How the processes integrate with each other. The Service Lifecycle Lesson objectives At the end of this lesson.

Lesson 3. Standards and Principles. Establishes the Corporate policies and enables strategic direction. Ensures effective key result Areas. Assures the design and operability of IT policies.

Establishes Operations to assure high-quality. Establishes IT policy. Industrial and regulatory requirements. Technology Life Cycle of Service i. Quiz 30 Sample question 1: Quiz 31 Sample question 2: What is the RACI model used for?

Quiz 32 Sample question 3: A service owner is responsible for which of the following? Only one person can be accountable for an activity a All of the above b 1 only c 2 only d None of the above.

Only one person can be responsible for an activity 2. Quiz 33 Sample question 4: They are self-contained units with their own capabilities and resources 3. Quiz 34 Sample question 5: They are costlier to implement compared to processes a 1. They rely on processes for cross-functional coordination and control 4. They provide structure and stability to organizations 2. It is measurable 2. It delivers a specific result 4. Quiz 35 Sample question 6: Which off the following is a characteristic of every process?

It delivers its primary result to a customer or stakeholder a 1. It is timely 3. It responds to a specific event 5. Service Strategy Lesson objectives At the end of this lesson. Service Strategy Objectives 39 Shows organization how to transform Service Management into a strategic asset and then think and act in a strategic manner Helps clarify the relationship between various services. To stop and think about WHY something has to be done. Key Strategy Questions 40 The objectives of service Strategy are to answer questions such as: Process in Service Strategy: Key concepts of service strategy Lesson objectives At the end of this lesson.


Fit for Purpose? OR Constraints removed? Utility Value Available enough? Capacity enough? Continuous enough? Secure Enough? AND Fit for Use? Service Value creation: Basics of Value Creation: Service Assets 44 Service Assets — Resources and capabilities available to an organization. Capabilities — ability to co-ordinate. Resources — the IT infrastructure. Recommendations — Specific Actions. Business Case 46 A decision support and planning tool that projects the likely consequences of a business action Justification for a significant item of expenditure.

Includes Information about costs. Introduction — business objectives addressed 2. Methods and assumptions.

Risks and Contingencies 5. Business Impacts — Financial and non financial 4. Management of risk covers a wide range of topics. Risk management supports critical decision making process. Risk analysis is concerned with gathering information about exposure to risk so that the organization can make appropriate decisions and manage risk appropriately.

Risk Analysis and Risk Management. There are two distinct phases. It also includes the ongoing service improvement plans and third party services.

What is a Service Portfolio? Real time and historical data for analysis Correlation of data from multiple devices Service Impact analysis for prioritization Service Performance optimization. Some of the areas where service management can benefit from automation Design and modeling Service catalogue Pattern recognition and analysis Classification.

Workflow or Process Engine: Integrated CMS: Records related to incidents. Remote Control: Service Strategy Process Lesson objectives At the end of this lesson.

Demand Management. Other objectives include: Demand Management: Objectives The primary objective of Demand Management is to assist the IT Service Provider in understanding and influencing Customer demand for services and the provision of Capacity to meet these demands.

Financial Management: Working with the process of Demand Management to anticipate usage of services by the business and the associated financial implications of future service demand.

Activities 59 Activities Budgeting Predicting the expected future requirements for funds to deliver the agreed upon services and monitoring adherence to the defined budgets.

Demand Modeling. Enables the IT organization to account fully for the way its money is spent. Improved Service Portfolio Management. Improved operational control. Greater insight and communication of the value created by IT services. Financial compliance and control. Increased speed of change. Module 2: Quiz 62 Question 1: Quiz 63 Question 2: A Service Level Package is best described as? Quiz 64 Question 3: The utility of a service is best described as: Quiz 65 Question 4: The contents of a service package include: Service Level Packages.

Supporting Service Package. Supporting Services Package. Base Service Package. Supporting Process Package. Service Design. Service Operation and Continual Service Improvement.

Quiz 66 Question 5: Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle? Service Transition. Quiz 67 Question 6: Which of the following questions does guidance in Service Strategy help answer?

What services should we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we truly create value for our customers?

To use a holistic approach for design to ensure integrated end-to-end business related functionality and quality. To ensure consistent design standards and conventions are followed in all services and processes being designed. Products and Partners for Service Management. A service Design package is produced for every new IT service. Service Design Package 75 Defines all aspects of an IT Service and its requirements through each stage of its lifecycle.

Service Design Processes Lesson objectives At the end of this lesson. Service Catalogue Management: This is the customer view of the Service Catalogue. Underpinning contract UPC Key terms. Service Level Management: Service Catalog.

Supplier Management: Capacity Management: Availability Management Process: Maintainability Serviceability. Maintainability or Availability for an IT service or component.

This Contract will include agreed levels of Reliability. Availability Management: Service Availability Component Availability. Key Terms explained. IT Service Continuity Management: IT services. Risk Assessment Risk Management. IT infrastructure and other assets. Threats and Vulnerabilities that exist to business processes. Key Terms Explained. Information Security Management: This depends on the continuity provided by the information processing systems. Rollback mechanisms. Service desk hours Integrity Availability.

An overall Information Security Policy Use and misuse of IT assets policy Access control policy Password control policy E-mail policy internet policy Anti-virus policy Information classification policy Document classification policy Remote access policy Policy for supplier access of IT service. Security Policy Security Policy Contains…. Suppliers etc. The design of the technology architecture and management systems. The design of new or changed services C. The design of the Service Portfolio.

The design of Market Spaces D. Module 3: Quiz Question 1: Service Transition C. Quiz Question 2: Which of the following is MOST concerned with the design of new or changed services? Change Management B. Service Strategy D. Suppliers B. Quiz Question 3: Technology C. Partners D. To monitor and report availability of components B.

To guarantee availability levels for services and components D. To ensure that service availability matches or exceeds the agreed needs of the business.

Quiz Question 4: Senior business managers. All customers. Senior business managers and all IT staff only B. Quiz Question 5: The Information Security Policy should be available to which groups of people? Information Security Management staff only. Quiz Question 6: Which of the following are activities that would be carried out by Supplier Management?

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Evaluation and selection of suppliers 3: Ongoing management of suppliers A. All of the above. Service Transition Lesson objectives At the end of this lesson. Retire or Archive Services. To move Services from Design to Operations. Test Releases so as to minimize the possibility of undesirable impact to the Production environment. Service Transition: Key Principles and Models Lesson objectives At the end of this lesson. CIs typically include IT Services. CI information is recorded in the Configuration Management System.

All CIs are subject to Change Management control. CI information is maintained throughout its lifecycle by Configuration Management. CMS has multiple layers Data sources and tools.

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Service Transition Processes Lesson objectives At the end of this lesson. And Knowledge Management. Change Management Lesson objectives At the end of this lesson.

Objectives and basic concepts of Change Management. Change Management: Goals and Objectives Goals and Objectives: Tactical and Operational changes Excluding Business strategy and process Anything documented as out of scope. Scope Scope Addition. Should be kept to minimum Remediation planning Backout Plans. Emergency changes Business criticality means there is insufficient time for normal handling Should use normal process but speeded up Impact can be high.

Change Types Change Types Normal changes Types are specific to the organization Type determines what assessment is required Standard changes Pre-authorized with an established procedure Tasks are well known. Change Metrics Change Metrics Compliance Reduction in unauthorized changes Reduction in emergency changes Effectiveness Percentage of changes which met requirements Reduction in disruptions. This enables an organization to comply with corporate governance requirements.

Service Asset and Configuration Management: It is used as a reference point for future Builds. Basic Concepts Basic Concepts Configuration baseline Configuration details captured at a specific point in time. Releases and Changes. After major changes. This captures both the structure and details of a configuration Item.

Typically managed through the Change Management process.

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Basic Concepts: The only source for build and distribution Master copies of all software assets In house. Logical Model Services E. Relationship between CMDB. Release and Deployment Management Lesson objectives At the end of this lesson. Release and Deployment Management: Test and Integrate releases Efficiently. With minimal impact on production services. Release Policy Release Policy: The overarching strategy for Releases and was derived from the Service Design phase of the Service Lifecycle and typically includes: Cls that are normally released together.

Fully configured desktop PC. For example. Single release or many related releases. Can include hardware. Release Unit Release unit.

Typically includes sufficient components to perform a useful function. Minor Release: Contains small enhancements and fixes. A Minor Upgrade or release generally supersedes previous emergency fixes. Containing large proportions of new functionalities. Also known as a Major Upgrade. Emergency Release: Normally linked to an Emergency change. Release and Deployment Approaches Release and Deployment Approaches Big bang versus phased approach Phased approach can be users, locations, functionality..

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Knowledge Management Lesson objectives At the end of this lesson, you should be able to: The goal of Knowledge Management is to Improve quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle The objective of Knowledge Management is to ensure that the right information is delivered to the appropriate place or person at the right time to enable informed decisions.

Knowledge Management is The process responsible for gathering, analyzing, storing and sharing knowledge and information within an organization.

The primary purpose of knowledge Management is to improve efficiency and effectiveness by reducing the need to rediscover knowledge. A set of tools for managing knowledge and information. Module 4: Whish of the following is an activity of SACM?

Transfer of services to and from external service provider a All of the above b None of the above c Only 1 and 2 d Only 1. Moving New and Changed Services to production 2. Testing and Validation 3.

Which of the following does Service Transition provide guidance on: Copies of Internally developed software 3. Copies of Purchased software 2. Which of the following would be stored in the DML?

Relevant License documentation 4. The Change schedule a All of the above b 1 and 2 only c 3 and 4 only d 1.

Service Operations Lesson objectives At the end of this lesson. Responsible for the ongoing management of the technology that is used to deliver and support services. Service Operations: