Friday, June 15, 2012

ITIL V3 Certification Study Guide


The purpose of the below series of articles is to help you prepare for the ITIL V3 Foundation Certification.

What is ITIL?

Section 1: The Basics

1.1: What is Service Management?
1.2: The ITIL Framework
1.3: The ITIL CORE
1.4: The ITIL Service Management Model
1.5: Key Concepts
1.5.1: Value
1.5.2: Service Assets
1.5.3: Service Model
1.5.4: Functions & Processes
1.5.5: Roles
1.5.6: Authority Matrix
1.5.7: ITIL Processes & Functions

Section 2: The CORE - Service Lifecycle

2.1: Service Strategy
2.1.1: Introduction
2.1.2: Service Strategy Development
2.1.3: Service Assets
2.2: Service Design
2.2.1: Introduction
2.2.2: Why Service Design
2.2.3: 5 Major Aspects of Service Design
2.2.4: Goals of Service Design
2.2.5: The Service Design Package
2.3: Service Transition
2.3.1: Introduction
2.3.2: Goals, Purposes & Objectives of Service Transition
2.3.3: Process Objectives & Value
2.3.4: Challenges & Roles
2.4: Service Operation
2.4.1: Introduction
2.4.2: Goals, Purposes & Objectives of Service Operation
2.4.3: Key Activities & Functions
2.5: Continual Service Improvement
2.5.1: Introduction
2.5.2: Goals, Purposes & Objectives of CSI
2.5.3: Continual Service Improvement Model

Section 3: ITIL Processes & Functions

3.1: Service Portfolio Management
3.1.1: Introduction
3.1.2: Goals, Purposes & Objectives
3.1.3: Components of a Service Portfolio
3.1.4: Key Activities
3.1.5: Relationship with Other Processes
3.2: Service Catalog Management
3.2.1: Introduction
3.2.2: Purpose and Objectives of SCM
3.2.3: Key Activities
3.2.4: Service Catalog Manager
3.2.5: Relationship with Other Processes
3.3: Service Level Management
3.3.1: Introduction
3.3.2: Goals, Purpose and Objectives
3.3.3: Basic Concepts of SLM
3.3.4: Metrics
3.3.5: Role of a SL Manager
3.3.6: Relationship with Other Processes

3.4: Availability Management
3.4.1: Introduction
3.4.2: Goals, Purpose and Objectives
3.4.3: Impact of Component Availability on Service Availability
3.4.4: Availability Management Techniques
3.4.5: Role of an Availability Manager
3.4.6: Metrics
3.4.7: Key Performance Indicators
3.4.8: Relationship with Other Processes
3.5: Supplier Management
3.5.1: Introduction
3.5.2: Goals, Purpose and Objectives
3.5.3: Scope of Supplier Management
3.5.4: General Principles of Supplier Management
3.5.5: Key Activities
3.5.6: Role of a Supplier Manager
3.5.7: Relationship with Other Processes
3.6: Capacity Management
3.6.1: Introduction
3.6.2: Goals, Purpose and Objectives
3.6.3: The Capacity Plan
3.6.4: Sub-Processes of Capacity Management
3.6.5: Role of a Capacity Manager
3.6.6: Metrics
3.6.7: Relationship with Other Processes
3.7: Event Management
3.7.1: Introduction
3.7.2: Key Activities
3.7.3: Relationship with Other Processes
3.8: Application Management
3.8.1: Introduction
3.8.2: Objectives of Application Management
3.8.3: Key Activities
3.8.4: Relationship with Other Processes
3.9: Technical Management
3.9.1: Introduction
3.9.2: Objectives of Technical Management
3.9.3: Key Activities
3.9.4: Relationship with Other Processes
3.10: Knowledge Management
3.10.1: Introduction
3.10.2: Purpose and Objectives
3.10.3: Key Activities
3.10.4: Challenges & Metrics
3.10.5: Role of a Knowledge Manager
3.11: Change Management
3.11.1: Introduction
3.11.2: Goals, Purpose and Objectives
3.11.3: The Change Management Process
3.11.4: Key Activities
3.11.5: The 7 R's of Change Management
3.11.6: Challenges & Metrics
3.11.7: Role of a Change Manager
3.11.8: Relationship with Other Processes
3.12: Problem Management
3.12.1: Introduction
3.12.2: More on Problem Management
3.12.3: The Problem Management Process Flow
3.12.4: Problem Solving Techniques
3.12.5: Metrics
3.12.6: Challenges
3.12.7: Role of a Problem Manager
3.12.8: Relationship with Other Processes
3.13: Release & Deployment Management
3.13.1: Introduction
3.13.2: Goals, Purpose and Objectives
3.13.3: More on Release & Deployment Process
3.13.4: Basic Steps in Release & Deployment Management
3.13.5: Challenges & Metrics
3.13.6: Role of a Release Manager & Deployment Manager
3.13.7: Relationship with Other Processes
3.14: Demand Management
3.14.1: Introduction
3.14.2: Goals, Purpose and Objectives
3.14.3: More on Demand Management
3.14.4: Relationship with Other Processes
3.15: The Service Desk
3.15.1: Introduction
3.15.2: More on Service Desk
3.15.3: Key Activities
3.15.4: Service Desk Metrics
3.15.5: Challenges
3.16: Request Fulfilment
3.16.1: Introduction
3.16.2: Key Activities
3.17: Service Asset & Configuration Management
3.17.1: Introduction
3.17.2: Purpose and Objectives
3.17.3: More on SACM
3.17.4: Key Activities
3.17.5: Challenges & Metrics
3.17.6: Roles of Managers Involved in SACM
3.18: IT Service Continuity Management
3.18.1: Introduction
3.18.2: Goals, Purpose and Objectives
3.18.3: More on ITSCM
3.18.4: Role of a IT Service Continuity Manager
3.18.5: Relationship with Other Processes
3.19: IT Financial Management
3.19.1: Introduction
3.19.2: Goals, Purpose and Objectives
3.19.3: Important Concepts
3.19.4: Relationship with Other Processes
3.20: IT Operations Management
3.20.1: Introduction
3.20.2: Key Activities
3.21: Information Security Management & Access Management
3.21.1: Introduction
3.21.2: Goals, Purpose and Objectives
3.21.3: Important Concepts
3.21.4: Controlling Physical Access to Facilities
3.21.5: IT Security Manager
3.21.6: Relationship with Other Processes
3.22: Access Management
3.22.1: Introduction
3.22.2: Purpose of Access Management
3.22.3: Important Concepts in Access Management
3.23: Incident Management
3.23.1: Introduction
3.23.2: More on Incident Management
3.23.3: Incident Management Process Flow
3.23.4: Metrics
Section 4: The 7 Step Improvement Process
4.1: Objectives of the 7 Step Improvement Process
4.2: The Continual Service Improvement Manager
4.3: The 7 Step Improvement Process
Section 5: The Deming Cycle
5.1: The Plan-Do-Check-Act Cycle


Hope you found them useful!!!

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