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BL
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| Record Number
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644634
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dltt
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| Main Entry
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Kaiser, Abhinav Krishna
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| Title & Author
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Become ITIL Foundation certified in 7 days : : learning ITIL made simple with real-life examples /\ Abhinav Krishna Kaiser
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| Page. NO
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1 online resource
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| ISBN
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9781484221648
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: 1484221648
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9781484221631
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| Notes
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Includes index
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| Contents
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At a Glance; Contents; About the Author; About the Technical Reviewer; Acknowledgments; Preface; Introduction; Chapter 1: Service Management as a Practice; 1.1 Importance of Service Management; 1.2 Introduction to IT Service Management; 1.3 Welcome to the World of ITIL; 1.4 Why ITIL Is Successful; 1.4.1 ITIL Is Based on Best Practices; 1.4.2 ITIL Is Nonprescriptive; 1.4.3 ITIL Is Vendor and Technology Neutral; 1.4.4 ITIL Is Nonproprietary; 1.5 Best Practices Trump Proprietary Knowledge; 1.6 Introduction to IT Service; 1.6.1 Understanding the Definition
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1.6.2 Understanding ITIL with a Non-IT Example1.7 Main Stakeholders in Service Management; 1.7.1 Customers; 1.7.2 Users; 1.7.3 Suppliers; 1.8 Internal and External Customers; 1.8.1 The Concept; 1.8.2 The Difference; 1.9 Processes; 1.9.1 Characteristics of a Process; 1.9.1.1 Processes Are Measurable; 1.9.1.2 Process Deliver Specific Results; 1.9.1.3 Processes Serve Customers; 1.9.1.4 Processes Respond to Specific Triggers; 1.9.2 The Process Model; 1.10 Functions; Intersect Between Processes and Functions; 1.12 Practice Exercises; 1.13 Summary; Chapter 2: Generic Concepts
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2.1 Utility and Warranty2.1.1 Elements That Create Value; 2.1.2 Utility of a Service; 2.1.3 Warranty of a Service; 2.1.3.1 Available Enough?; 2.1.3.2 Capacity Enough?; 2.1.3.3 Continuous Enough?; 2.1.3.4 Secure Enough?; 2.2 Assets, Resources, and Capabilities; 2.2.1 Resources; 2.2.2 Capabilities; 2.2.3 Assets; 2.3 Types of Service Providers; 2.3.1 Type 1: Internal Service Provider; 2.3.2 Type 2: Shared Service Unit; 2.3.3 Type 3: External Service Provider; 2.4 Types of Services; 2.4.1 Core Service; 2.4.2 Enabling Service; 2.4.3 Enhancing Service; 2.5 Contracts and Agreements
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2.5.1 Service-Level Agreement2.5.2 Operational-Level Agreement; 2.5.3 Underpinning Contract; 2.6 Practice Exercises; 2.7 Summary; Chapter 3: ITIL Service Lifecycle; 3.1 ITIL Service Lifecycle; 3.1.1 Service Strategy; 3.1.2 Service Design; 3.1.3 Service Transition; 3.1.4 Service Operations; 3.1.5 Continual Service Improvement; 3.2 ITIL Roles; 3.2.1 Roles vs. Designations; 3.2.2 Generic vs. Specific; 3.2.3 Generic Role: Service Owner; 3.2.4 Generic Role: Process Owner; 3.2.5 Generic Role: Process Manager; 3.2.6 Generic Role: Process Practitioner; 3.3 RACI Matrix
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3.3.1 Understanding RACI with an Example3.3.2 Ground Rules on RACI Matrix; 3.4 Practice Exercises; 3.5 Summary; Chapter 4: Service Strategy; 4.1 Purpose of Service Strategy; 4.1.1 Perspective; 4.1.2 Positions; 4.1.3 Plans; 4.1.4 Patterns; 4.2 Objectives of Service Strategy; 4.3 Value of Service Strategy; 4.4 Value Creation; 4.5 Patterns of Business Activity; 4.5.1 PBA with Example; 4.6 Risk Management; 4.6.1 Risk Assessment; 4.6.1.1 Risk Identification; 4.6.1.2 Risk Analysis; 4.6.2 Risk Management; 4.7 Governance; 4.8 Service Strategy Processes; 4.8.1 Service Portfolio Management
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| Abstract
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Pass the ITIL Foundation examination by learning the basics of ITIL and working through real-life examples. This book breaks the course down for studying in 7 days with 3 hours a day, which means at the end of a week you are ready to pass the exam. You'll also see tips and an array of sample questions, as well as FAQs on ITIL. All this will prepare you for the examination and give you the knowledge required to pass with flying colors. After using Become ITIL Foundation Certified in 7 Days and earning the ITIL Foundation certification, you'll be well placed to get the career you always wanted. What You Will Learn Gain ITIL basics - the entire syllabus designed of the ITIL Foundation certification Obtain a deep-rooted understanding of ITIL topics and not textbook knowledge Prepare for the ITIL Foundation examination Sort out career-related queries and decide whether ITIL will aid your career Who This Book Is For IT professionals from the IT services industry are the primary audience
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| Subject
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ITIL (Information technology management standard)
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| Subject
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Information technology-- Management.
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| Dewey Classification
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004.068
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| LC Classification
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T58.64
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| Added Entry
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Ohio Library and Information Network.
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