Become Itil(r) 4 Foundation Certified in 7 Days: Understand and Prepare for the Itil Foundation Exam with Real-Life Examples

ISBN-13: 9781484263600 / Angielski / Miękka / 2020 / 453 str.

Abhinav Krishna Kaiser

Opis

Intermediate-Advanced user level

Spis treści

Chapter 1:  Introduction to the new ITIL

Chapter Goal: To introduce the new ITIL, provide context and differentiate with the version 3

No of pages : 15 pages

Sub -Topics

1. Why ITIL 4?

1. Difference between ITIL 3 and ITIL 4

2. ITIL 4 Foundation Exam

3. Other ITIL 4 Exams

Chapter 2:  Brief Overview of DevOps

Chapter Goal: To introduce the DevOps framework

No of pages : 20 pages

Sub -Topics

1. Introduction to DevOps

2. DevOps sections – people, process and technology

3. DevOps processes

Chapter 3:  ITIL Basics

Chapter Goal: To introduce the key concepts of ITIL 

No of pages : 20 pages

Sub -Topics

1. Defining value

2. Products vs services

3. Concept of consumers and other stakeholders

4. service relationships

5. Processes and functions

Chapter 4:  Service Management - Four Dimensions

Chapter Goal: To discuss the four dimensions in detail

No of pages: 20 pages

Sub - Topics

1. Organizations and people

2. Information and technology

3. Partners and suppliers

4. Value Streams and processes

Chapter 5: ITIL Service Value System

Chapter Goal: To introduce service value system

No of pages : 20 pages

Sub - Topics:  

1. Intro to service value system

2. Opportunity and demand

3. Service value chain

4. Governance

5. Continual Improvement (formerly CSI)

Chapter 6: ITIL Processes for Managing Stakeholders

Chapter Goal: Understand the processes for managing customers and other key stakeholdres

No of pages: 15 pages

Sub - Topics: 

1. Relationship management

2. Service level management

3. Supplier management

Chapter 7: ITIL Processes for Defining Operations Framework

Chapter Goal: Understand the processes for defining processes that sets the boundaries and steps for support and operational activities

No of pages: 30 pages

Sub - Topics: 

1. Service configuration management

2. IT asset management

3. Information security management

4. Continual improvement

Chapter 8: ITIL Processes for Managing Operations

Chapter Goal: Understand the processes in detail for managing operations

No of pages: 30 pages

Sub - Topics: 

1. Monitoring and event management

2. Incident management

3. Problem improvement

4. Change control

Chapter 9: ITIL Processes for Managing Changes

Chapter Goal: Understand the processes for controlling changes to the environment and applications

No of pages: 20 pages

Sub - Topics: 

1. Service request management

2. Change control

3. Release management

Chapter 10: ITIL Practice for Managing Deployments

Chapter Goal: Understand the technical management around deploying software into environments

No of pages: 15 pages

Sub - Topics: 

1. Deployment management

Chapter 11: ITIL Practice for Coordinating between Stakeholders

Chapter Goal: Understand the service desk and service desk management

No of pages: 15 pages

Sub - Topics: 

1. Service desk

2. Service desk management

Chapter 12 : Practices to Manage Deployments

Release Management

Types of Releases

 Engagement with Service Value Chain

Deployment Management

 Key Activities

 Engagement with Service Value Chain

 

Chapter 13 : Practices to Coordinate with Stakeholders

Service Desk

Types of Service Desks

    Key Activities

     Engagement with Service Value Chain

Service Desk Management

     Engagement with Service Value Chain

 

Chapter 14 : Exam Tips and Tricks

O autorze

Abhinav Krishna Kaiser works as a senior manager at a top consulting firm. He consults with organizations to assess, define, and implement DevOps, Agile, and ITIL processes. Abhinav is an accredited ITIL trainer and has delivered numerous classroom trainings. He is a leading authority on the topics of DevOps, Agile, and ITIL. He lives in London, United Kingdom. He is an author and his latest book is Reinventing ITIL in the Age of DevOps (Apress).

Blurb

Use this guide book in its fully updated second edition to study for the ITIL 4 Foundation certification exam. Know the latest ITIL framework and DevOps concepts.

The book will take you through the new ITIL framework and nuances of the DevOps methodology. The book follows the topics included in the foundation certification exam syllabus and includes new sections on ITIL's guiding principles, service value chain, and the four dimensions of service management. Also included are the concepts, processes, and philosophies used in DevOps programs and projects. ITIL and DevOps concepts are explained with relevant examples.

By the time you finish this book, you will have a complete understanding of ITIL 4 and will be ready to take the ITIL 4 Foundation certification exam. You will know the DevOps methodology and how ITIL reinforces the philosophy of shared responsibility and collaboration. Over the course of a week, even while working your day job, you will be prepared to take the exam.

You will:

• Know the basics of ITIL as you prepare for the ITIL Foundation certification exam
• Understand ITIL through examples
• Be aware of ITIL's relevance to DevOps and DevOps concepts