ITIL V3 Foundation Certification Exam

Table of Contents
Foreword . 1
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catalog: $99 value, FREE! . 4
Table of Contents 5
ITIL® V3 Certification Pathway 8
Exam Specifics 10
Exam Prerequisites 11
Exam Hints 12
The Art of Service Objective Tree 15
Study Notes . 16
IT Service Management . 17
ITIL ® V3 Service Lifecycle 23
Service Strategy 25
Financial Management . 29
Service Portfolio Management . 31

Demand Management . 33
Service Design . 34
Service Level Management 37
Supplier Management 40
Service Catalog Management 43
Capacity Management . 44
Availability Management 47
IT Service Continuity Management 49
Information Security Management . 51
Service Transition 53
Knowledge Management . 54
Service Asset and Configuration Management 56
Change Management 59
Release and Deployment Management . 63
Service Operation 66
Service Desk Function . 67
Technical Management Function . 70

IT Operations Management Function . 71
Application Management Function . 73
Event Management 75
Incident Management 77
Problem Management 79
Request Fulfillment 81
Access Management . 82
Continual Service Improvement . 83
Service Measurement and Reporting . 86
Mind Maps . 88
Practice Exam Questions . 114
Answers . 157
ACRONYMS 161
Glossary 165
References 173
Websites 174