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Page :: 1ITIL v3 Foundation Study GuideRelease Version 4.2.2.5About taruu . 5Overview . 5Additional Exam Resources. 5General Exam Tips. 6What’s On the Exam . 7ITIL Core Concepts . 12Services . 12Service Management . 12ITIL as a Good Practice Framework . 12The Service Lifecycle . 12Processes. 13ITIL Processes by Lifecycle Phase . 14Functions . 15Roles . 15Organizing For Service Management . 16ITIL Functions . 16Service Desk . 16Technical Management. 16Application Management . 16IT Operations Management . 17The RACI Model. 17Service Strategy . 19Overview . 19Copyright 2009, taruu LLC :: All Rights ReservedITIL v3 Foundation Study Guide
Page :: 2Business Value . 19Concepts and Models . 19Business Case . 19Return on Investment (ROI)/Value on Investment (VOI) . 19Value: Utility and Warranty . 19Service Assets . 20The Service Portfolio . 20The Service Belt. 21Processes. 22Service Strategy. 22Service Portfolio Management . 22Demand Management . 22IT Financial Management . 23Service Design . 24Overview . 24Business Value . 24Concepts and Models . 24Quality Must Be Built-In . 24The Service Catalog . 24The Four P’s of Service Design . 25The Five Aspects of Service Design . 25Service Design Processes . 26Service Catalog Management . 26Service Level Management . 26Availability Management . 27Capacity Management . 27IT Service Continuity Management . 28IT Security Management . 29Supplier Management . 29Copyright 2009, taruu LLC :: All Rights ReservedITIL v3 Foundation Study Guide
Page :: 3Service Transition . 30Overview . 30Business Value . 30Concepts and Models . 30Service V-Model . 30Change . 31Request for Change. 31Change Types . 31Change Authority . 31Change Advisory Board . 31Emergency Change Advisory Board . 31Change Model . 32Release . 32Release Unit . 32Baseline . 32Configuration Management System (CMS) . 32Configuration Item (CI) . 32Service Transition Processes . 33Change Management . 33Service Asset and Configuration Management . 33Release and Deployment Management . 34Minor Service Transition Processes . 34Service Operation . 36Overview . 36Business Value . 36Concepts and Models . 36Balance . 36Communication . 36Incident . 37Copyright 2009, taruu LLC :: All Rights ReservedITIL v3 Foundation Study Guide
Page :: 4Problem . 37Error . 37Known Error . 37Event . 37Service Operation Processes . 37Incident Management. 37Problem Management . 38Event Management. 38Service Request Fulfillment . 39Access Management . 39Continual Service Improvement . 40Overview .
This study guide summarizes the most essential information necessary to successfully challenge the ITIL v3 Foundation examination. It can be used as a stand-alone study aid. However, it is primarily intended to reinforce concepts that have already been introduced in an ITIL File Size: 1MBPage Count: 45
