ITIL® Foundation Exam Study Guide -- Copyright -- Acknowledgments -- About the Authors -- Contents -- Introduction -- How to Contact the Authors -- ITIL Foundation Exam Objectives -- Unit 1: Service Management as a Practice -- Unit 2: The ITIL Service Lifecycle -- Unit 3: Generic Concepts and Definitions -- Unit 4: Key Principles and Models -- Unit 5: Processes -- Unit 6: Functions -- Unit 7: Roles -- Unit 8: Technology and Architecture -- Unit 9: Competence and Training -- Unit 10: Mock Exam -- Assessment Test -- Answers to Assessment Test -- Chapter 1: Service Management as a Practice -- Best-Practice Approaches and ITIL -- Why Is ITIL So Successful? -- Services, Customers, and Stakeholders -- Identifying Types of Service -- Understanding the Customer, Internal and External -- Differentiating Between Internal and External Services -- Who Are the Stakeholders in Service Management? -- Understanding the Concepts of Service Management and IT Service Management -- Service Management -- IT Service Management -- IT Service Provider Types -- Understanding Processes and Functions -- Processes in the Service Lifecycle -- The Process Model -- Process Characteristics -- Organizing for Service Management -- Introducing the Service Lifecycle -- Summary -- Exam Essentials -- Review Questions -- Chapter 2: Understanding Service Strategy -- Understanding the Service Strategy Stage -- Purpose and Objectives of Service Strategy -- Setting the Scope for Service Strategy -- What Value Does Service Strategy Provide to the Business? -- Demonstrating the Value of Services -- Understanding Key Concepts of Service Strategy -- Utility and Warranty in Value Creation -- Assets, Resources, and Capabilities -- Governance and Its Place in the Lifecycle -- Management of Risk in Service Management -- Understanding Patterns of Business Activity -- Summary -- Exam Essentials.

Review Questions -- Chapter 3: Service Strategy Processes -- Understanding Service Portfolio Management -- Purpose of SPM -- Objectives of SPM -- Scope of SPM -- The Service Portfolio -- Understanding the Financial Management Process -- Purpose of Financial Management -- Objectives of Financial Management -- Scope of Financial Management -- Preparing and Using a Business Case -- Understanding the Business Relationship Management Process -- Purpose of the BPM Process -- Objectives of the BPM Process -- Scope of the BPM Process -- Summary -- Exam Essentials -- Review Questions -- Chapter 4: Understanding Service Design -- Understanding the Purpose, Objectives, and Scope for Service Design -- The Purpose of Service Design -- The Objectives of Service Design -- The Scope of Service Design -- The Value Service Design Provides to the Business -- Describing the Service -- Four Key Elements of Service Design -- People -- Processes -- Products -- Partners -- Building the Service -- Five Major Aspects of Service Design -- Service Solutions -- Management Information Systems and Tools -- Architectures -- Measurement Systems -- Processes -- Summary -- Exam Essentials -- Review Questions -- Chapter 5: Service Level Management: Aligning IT with Business Requirements -- The Purpose, Objectives, and Scope of Service Level Management -- Capturing Service Level Requirements -- Understanding the Service Level Agreement -- What Does an SLA Contain? -- Building the SLA -- Structuring the Agreement -- Monitoring and Improving Service Delivery -- Reviewing the Service with the Customer -- Taking Steps to Improve: The Service Improvement Plan -- Interfacing with Other Service Management Processes -- Summary -- Exam Essentials -- Review Questions -- Chapter 6: The Other Service Design Processes -- Service Catalog Management -- Understanding the Service Catalog.

Purpose of the Service Catalog Management Process -- Objectives of the Service Catalog Management Process -- Scope of the Service Catalog Management Process -- Availability Management -- Defining Availability -- Purpose of Availability Management -- Objectives of Availability Management -- Scope of Availability Management -- Understanding the Effect of Downtime on Vital Business Functions -- Improving Availability -- Information Security Management -- Purpose, Objectives, and Scope of Information Security Management -- Producing an Information Security Policy -- Educating Staff About Security -- Supplier Management -- The Purpose and Objectives of Supplier Management -- What Is Covered by Supplier Management? -- Supplier Categorization -- Capacity Management -- Delivering What Is Required, When It Is Required -- What Should Capacity Management Include? -- The Capacity Management Subprocesses -- Planning for the Future: The Capacity Plan and CMIS -- IT Service Continuity Management -- What Does ITSCM Aim to Achieve? -- What Is Included in ITSCM? -- Assessing Business Impact -- Assessing Risk -- Design Coordination -- Summary -- Exam Essentials -- Review Questions -- Chapter 7: Service Design Roles -- Roles and Responsibilities in Service Management -- Service Owner -- Process Owner -- Process Manager -- Process Practitioner -- Designing Roles Using the RACI Model -- Competence and Training -- Competence and Skills for Service Management -- Competence and Skills Framework -- Specific Training in the ITIL Framework -- Summary -- Exam Essentials -- Review Questions -- Chapter 8: Understanding Service Transition and the Change Management Processes -- Understanding Service Transition -- The Purpose of Service Transition -- The Objectives of Service Transition -- The Scope of Service Transition -- The Value of Service Transition to the Business.

Introduction to the Change Management Process -- The Purpose of the Change Management Process -- Objectives of the Change Management Process -- Scope of the Change Management Process -- Types of Change -- The Role of the Change Advisory Board -- How the Change Management Process Interfaces with Other Service Management Processes -- Summary -- Exam Essentials -- Review Questions -- Chapter 9: Service Transition Processes -- Transition Planning and Support -- The Purpose of Transition Planning and Support -- The Objectives of Transition Planning and Support -- The Scope of Transition Planning and Support -- Service Asset and Configuration Management -- The Purpose of the SACM Process -- The Objectives of the SACM Process -- The Scope of the SACM Process -- The Description and Definition of Configuration Items -- The Description of the Configuration Model -- Using the Configuration Management System -- Using the Definitive Media Library -- Knowledge Management -- The Purpose of Knowledge Management -- The Objectives of Knowledge Management -- The Scope of Knowledge Management -- Using the Data-Information-Knowledge-Wisdom Structure -- Using the Service Knowledge Management System -- Release and Deployment Management -- The Purpose of the Release and Deployment Management Process -- The Objectives of the Release and Deployment Management Process -- The Scope of the Release and Deployment Management Process -- Creating the Release Policy -- Managing the Four Phases of Release and Deployment -- Summary -- Exam Essentials -- Review Questions -- Chapter 10: Delivering the Service: The Service Operation Lifecycle Stage -- Understanding the Purpose, Objectives, and Scope of Service Operation -- The Purpose of Service Operation -- The Objectives of Service Operation -- The Scope of Service Operation -- The Value Service Operation Delivers to the Business.

Organizing for Service Operations -- Technical Management -- Applications Management -- Operations Management -- Objectives -- Overlapping Responsibilities Between Functions -- The Service Desk Function -- Summary -- Exam Essentials -- Review Questions -- Chapter 11: The Major Service Operation Processes -- Incidents and Problems: Two Key Service Management Concepts -- Incident Management -- The Purpose of Incident Management -- The Objectives of Incident Management -- The Scope of Incident Management -- Basic Concepts for Incident Management -- Managing Incidents -- Interfaces Between Incident Management and the Lifecycle Stages -- Problem Management -- The Purpose, Objectives, and Scope of Problem Management -- Problem Management Concepts -- Managing Problems: The Problem Management Process -- Interfaces -- Service Strategy -- Service Design -- Service Transition -- Continual Service Improvement -- Summary -- Exam Essentials -- Review Questions -- Chapter 12: The Other Service Operation Processes -- Event Management -- The Purpose of Event Management -- The Objectives of Event Management -- The Scope of Event Management -- Monitoring and Event Management -- Request Fulfillment -- Purpose -- Objectives -- Scope -- Access Management -- Purpose -- Objectives -- Scope -- Summary -- Exam Essentials -- Review Questions -- Chapter 13: Understanding Continual Service Improvement -- Achieving Continual Service Improvement -- Understanding the Purpose of CSI -- The Objectives of CSI -- Setting the Scope for CSI -- How CSI Provides Value to the Business -- Utilizing the Continual Service Improvement Approach -- Capturing Your Improvements -- Improving Quality with the Deming Cycle -- The Role of Measurement in CSI -- The Seven-Step Improvement Process -- Step 1: Identify the Strategy for Improvement -- Step 2: Define What You Will Measure.

Step 3: Gather the Data.