The essential link between your ITIL qualification and the real world
This book doesn’t just cover the information required to pass the Foundation exam, but goes beyond this in providing practical guidance for when newly qualified practitioners enter the real world. By addressing processes and concepts not covered in the syllabus, this book guides practitioners as they go beyond Foundation level. It features practical tips on using service management and, for each process, the author adds to the theory with lessons from her own on the job experience.
The book includes:
- An introduction to ITIL and why it is considered to be best practice for IT Service Management
- An overview of the key components of a service management capability, including; processes, functions and generic roles
- Specific chapters then cover the purpose, objectives, scope and value of the five phases of the service lifecycle that form the ITIL core; from strategy and design, through to transition, operation and continual service improvement (CSI)
- A summary of the ITIL qualification scheme and the Foundation level, together with some guidance on preparing for the exam
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