The publication of the IT Infrastructure Library(r) (ITIL(r)),
published in July, 2011, introduces several new processes and
concepts that are paramount to the success of IT Service Management
within an organization. As IT evolves from a technology provider to
a service provider to a true partner of the business, the concepts
of Service Management become ever more important to allow the
business to excel in a competitive environment.
This book, "Foundations of IT Service Management with ITIL(r)
2011," provides the reader with foundations-level knowledge of the
concepts of the IT Infrastructure Library(r) for both ITIL(r) v3
and ITIL(r) 2011 preparing the reader to achieve success on the
ITIL(r) Foundations certification exam as well as gain new insight
on how IT can truly meet the needs of the business. These concepts
help IT align to the needs of the business.
The IT Infrastructure Library(r), by focusing on the principle
of providing services, empowers IT and the business with the tools
they require to enable this alignment. Having become the de-facto
standard in IT Service Management, ITIL(r) has rapidly gained
popularity across the globe.
Written by an ITIL(r) Expert trainer who has taught thousands of
students and hundreds of organizations, "Foundations of IT Service
Management with ITIL(r) 2011" provides a reader with the
introduction to this approach to IT services without the expense of
a formal classroom course. While the focus is primarily on
providing information required to pass the ITIL(r) Foundations
exam, this book goes beyond those basics to also provide a real
understanding of ITIL(r) to further your knowledge and abilities as
a valuable part of IT/business alignment. Using a case-study
approach, real issues are discussed that represents challenges
experienced by almost every IT organization.
This book is supported with access to online sample exams that
are constantly updated as new material is available. Based on
reader input and the latest ITIL(r) Foundations syllabus, this book
has been updated to provide readers with the most up-to-date exam
prepar
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