This book presents the latest syllabus contnent and expert examination guidance, making it the definitive study aid for the IT service management intermediate examinations. Containing practical advice for candidates on how to prepare for and answer examination questions on the service lifecycle and service capability streams, the book also covers the syllabus topics which are common across most of the modules. Chapters are organised with references to the core publications, and self-assessment questions help students prioritise those topics they need to revise. The book contains sample exam questions, advice on how to dissect questions and scenarios, and exam answers that are thoroughly explained to aid the learning process.c Service name, service description, service status, service classification and criticality, service offering and packages, business processes ... OLA, contracts and agreements, service costs, service business case (ROI, VOI), service risks, service metrics, suppliers, future state (retain, replace, ... Question The service level manager has been asked to investigate the situation and document an action plan.
|Title||:||Passing Your ITIL Intermediate Exams|
|Publisher||:||The Stationery Office - 2010-01-11|