ITIL Intermediate Certification Companion Study Guide: Intermediate ITIL Service Capability Exams

The expert-led, full-coverage supporting guide for all four ITIL exams

ITIL Intermediate Certification Companion Study Guide is your ultimate support system for the Intermediate ITIL Service Capability exams. Written by Service Management and ITIL framework experts, this book gives you everything you need to pass, including full coverage of all objectives for all four exams. Clear, concise explanations walk you through the process areas, concepts, and terms you need to know, and real-life examples show you how they are applied by professionals in the field every day. Although this guide is designed for exam preparation, it doesn’t stop there — you also get expert insight on major topics in the field. The discussion includes operational support and analysis; planning, protection and optimization; release, control and validation; and service offerings and agreements that you’ll need to know for the job.

ITIL is the most widely-adopted IT Service Management qualification in the world, providing a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to businesses. This book is your ideal companion for exam preparation, with comprehensive coverage and detailed information.

• Learn service strategy principles, organization, and implementation
• Master the central technologies used in IT Service Management
• Be aware of inherent challenges, risks, and critical success factors
• Internalize the material covered on all four ITIL exams

The ITIL qualification is recognized around the globe, and is seen as the de facto certification for those seeking IT Service Management positions. Passing these exams requires thorough preparation and rigorous self-study, but the reward is a qualification that can follow you anywhere. ITIL Intermediate Certification Companion Study Guide for the ITIL Service Capability Exams leads you from Foundation to Master, giving you everything you need for exam success.

Table of Contents

Part I Operational Support and Analysis
Chapter 1 Introduction to Operational Support and Analysis
Chapter 2 Incident and Problem Management
Chapter 3 Event Management, Request Fulfillment, and Access Management
Chapter 4 The Service Desk
Chapter 5 Technical Management, Application Management, and IT Operations Management
Chapter 6 Technology and Implementation Considerations for Operational Support and Analysis

Part II Planning, Protection, and Optimization
Chapter 7 Introduction to Planning, Protection, and Optimization
Chapter 8 Capacity, Availability, and Information Security Management
Chapter 9 IT Service Continuity Management and Demand Management
Chapter 10 Technology and Implementation Considerations for Planning, Protection, and Optimization

Part III Release, Control, and Validation
Chapter 11 Introduction to Release, Control, and Validation
Chapter 12 Change Management and Service Asset and Configuration Management
Chapter 13 Service Validation and Testing and Change Evaluation
Chapter 14 Release and Deployment Management and Knowledge Management
Chapter 15 Technology and Implementation Considerations for Release, Control, and Validation

Part IV Service Offerings and Agreements
Chapter 16 Introduction to Service Offerings and Agreements
Chapter 17 Service Portfolio Management and Service Catalog Management
Chapter 18 Service Level Management and Supplier Management
Chapter 19 Business Relationship Management and Financial Management for IT
Chapter 20 Technology Considerations for Service Offerings and Agreements