Overview

Pass Your ITIL(R) Foundation Exam First Time! Covering ITIL versions V2, V3 and the latest rewrite of V3 (i.e. ITIL 2011) this guide is fully up-to-date and is excellent exam prep material for anyone looking to study for the ITIL(R) Foundation Certificate in IT Service Management.A handbook that includes the full text of the following works ... IT Service Management for Newbies A top quality introduction to the ITIL framework and the IT Service Management discipline, descriptions of all 26 ITIL processes and a full service lifecycle description. In addition, there are helpful illustrations and tips to assist the reader with the understanding of important concepts. Incident Management for Newbies The ITIL Foundation Certification requires candidates to have a reasonable working knowledge of the Incident Management process. We go beyond the level of knowledge required for this process and provide excellent additional study material for the Foundation examination. Problem Management for Newbies Again, a good working understanding of this process is also required for the Foundation exam. We provide a comprehensive introduction to this important discipline. About the Author The author is a graduate of the University of Birmingham, England. He was Technical Manager of Apricot International during its heyday and has been involved with IT Service Management in training and consultancy for the past two decades. He holds the ITIL Expert certification is a lifetime member of the British Computing Society.

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9781521291061

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