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ITIL V3 Foundation Study Guide

Service Strategy
Service Strategy

SMME

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Service Transition
Change Management

ITIL ISO 20000 C20000 C ITIL ISO OBIT

Continual Service Improvement (CSI)
7-Step Improvement

Service Design
Service Catalog Management Service Level Management (SLM) Capacity Management Availability Management IT Service Continuity Management (ITSCM) Information Security Management (ISM) Supplier Management

Service Operation
Incident Management Event Management Request Fulfillment Problem Management Access Management

Processes

Service Portfolio Management (SPM) Financial Management Demand Management Risk Management

Service Asset & Configuration Mgmt (SACM) Release & Deployment Management

Lifecycle Concepts

RACI Matrix Business Case Service Portfolio Value Creation Utility & Warranty Service Model Capabilities & Resources Service Package & Service Level Package Chief Sourcing Officer Director of Service Management Contracts Manager

The 4 Ps of Service Design SLAs, OLAs & Contracts Service Design Package The 5 Aspects of Service Design Technology & Architecture Design Availability Concepts

DIKW Change Types The Service V Model

Events, Alerts, Service Requests & Incidents Problems, Workarounds & Known Errors Known Error Database (KEDB) Achieving Balance The Role of Communication

KPIs 4 Reasons to Measure 3 Types of Metrics Baseline The Role of IT Governance Technology Requirements

IT Planner Availability Manager Capacity Manager Security Manager

Service Design Mgr Service Level Manager Service Catalog Mgr Supplier Manager

Change Manager Conf Mgmt Librarian Conf Mgmt Analyst CAB ECAB

Service Asset Manager Configuration Manager Conf Mgmt Tool Admin Service Test Manager Service Transition Mgr

Service Desk Manager Service Desk Analyst Technical Manager IT Operations Manager Applications Manager Incident Manager Problem Manager

CSI Manager Business Process Owner Service Manager Service Owner

Roles

Product Manager Process Owner Business Representative

IT Designer/Architect IT Service Continuity Manager

Risk Evaluation Manager Release & Deployment Manager Service Knowledge Manager Release Packaging & Build Manager

General Concepts
Qualification Scheme The Service Lifecycle Model

Tools & Technology

Capacity Mgmt Information System (CMIS) Availability Mgmt Information System (AMIS) Security Mgmt Information System (SMIS) Application Portfolio Technology & Architecture Design Requirements Portfolio Business Service Catalog Technical Service Catalog

Tools & Technology

Configuration Management Database (CMDB) Definitive Media Library (DML) Configuration Management System (CMS) Service Knowledge Management System (SKMS)

Functions
Service Desk Technical Management IT Operations Management Application Management

Tools & Technology

The Deming Cycle CSI Model

Others

Parties Involved The Process Model Service Service Management Good Practice Functions & Roles

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