The #1 Best-Selling Certification Kit Complete Certification Kit 4th Edition Study Book and eLearning Program The only resource you will need to learn about ® IT Service Management and pass the ITIL Foundation Certificate in IT Service Management exam, including: • • • • • ® Designed in accordance with the ITIL 2011 syllabus Narrated presentation of content – iPad/iPhone friendly Exam preparation modules including sample exams Support from accredited ITIL trainers Online forum to interact with other students ITIL Foundation ® Foreword A s an education and training organization within the IT Service Management (ITSM) industry, we have been impressed by the positive changes introduced by the ITIL® 2011 edition of the ITIL® framework.
The evolution of the core processes and concepts provided by the framework provides the more holistic guidance needed for an industry that continues to mature and develop at a rapid pace.
We recognize, however, that many organizations and individuals who have previously struggled with their adoption of the framework will continue to find challenges in implementing ITIL® as part of their approach for governance of IT Service Management practices.
In light of this, one of our primary goals is to provide the quality education and support materials needed to enable the understanding and application of the ITIL® framework in a wide-range of contexts.
This comprehensive book is designed to complement the in-depth accredited eLearning ITIL® Foundation Certificate in IT Service Management program provided by The Art of Service.
The interactive eLearning program uses a combination of narrated presentations with flat text supplements and multiple choice assessments.
This book provides added value to the eLearning program by providing additional text and real life examples to further cement your knowledge.
Your learning and understanding will be maximized by combining these two study resources, which will ultimately prepare you for the APMG ITIL® Foundation Certificate in IT Service Management exam.
This fourth edition also includes appropriate alterations based on the recent review of the framework and the ITIL® 2011 edition Foundation syllabus and associated exams.
We have also used student feedback to include improvements to the format and material, including additional content and sample exam questions.
We hope you find this book to be a useful tool in your educational library and wish you every success in your IT Service Management career! The Art of Service Notice of Rights All rights reserved.
No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
The information in this book is distributed on an “As Is” basis without warranty.
While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.
Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks.
Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark.
All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark.
No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.
Notice of Liability Trademarks — 392 V ITIL® Foundation certification kit—4th edition value 7-8, 20-1, 24, 37-8, 40-1, 43-5, 49-50, 55-8, 60, 66-7, 72-4, 77-8, 109-10, 186-7, 289-91, 300-1 value creation 40-1, 60, 65 veri 35, 82, 185, 190, 208, 218, 274, 277-8, 351, 353 vision 293-4, 302-3, 307, 325-6, 353 vital business function (VBF) 137, 146, 149, 151, 153, 329, 353, 356 vulnerability 59, 137, 150-1, 157-8, 261, 346, 352-3 W waiters 21, 23-5, 27, 54 warranty 2, 45-7, 50, 69, 75-7, 80-1, 95-6, 98, 100, 138, 147, 156, 213-14, 311-12, 349, 353-4 wisdom 177, 181-2, 217, 303, 318, 333 work instructions 20, 195, 199, 342, 351, 354 workarounds 150, 230, 246, 259-61, 266, 268, 270, 283, 339-40, 345, 354 The ITIL (Information Technology Infrastructure Library) 2011 Foundation Complete Certification Kit is the most complete guide for anyone involved in IT Service Management and who are aiming to take the ITIL Foundation exam, whether they be first-time ITIL learners or seasoned IT professionals.
Still a number one best-seller for IT Management from Amazon.com to Barnes and Noble and many more, this Third edition has refreshed the study guide and online learning program, with its updated, inspiring, and detailed plan for passing your ITIL 2011 Foundation exam on the first attempt.
With new examples, instructions, and cautionary advice, the ITIL 2011 Foundation Complete Certification Kit is, to quote numerous of ITIL certified clients, “the Gold Standard of ITIL Certification.” As the industry standard in terms of Process, Service and Lifecycle Management for IT, the ITIL Foundation exam is the most popular entry-level certification, particularly for individuals switching from another career to IT.
This kit prepares you for the certification exam by offering valuable information on the ITIL framework, ITIL certification and IT Service Management as a practice.
This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the ITIL Foundation certification exam, including: • Real-world scenarios that describe what you’ve learned in the context of service solutions.
These include thought provoking questions to challenge your thinking and understanding.
• Section reviews for each chapter to help you zero in on what you need to know and includes practice exam questions.
• A Real World Guide to ITIL 2011 Skills.
Key information and real world examples organized around the actual day-to-day tasks and challenges you’ll face in the field of IT Service Management.
• Ability to assess what you’ve learned with challenging ITIL Foundation exam style questions.
• Adobe Flash presentations that you can view and replay as many times as required, facilitated by certified ITIL trainers who explain each of the topics and concepts of ITIL.
• Materials developed on the specific syllabus and exam criteria so that you can be confident in achieving exam success on your first attempt.
This new Expanded and Updated edition includes: • Content updated to match ITIL 2011 editions and exam – processes and other content areas all provided for in both the book and elearning presentations • More in-depth exam prep – eg.
answer guides for all exam questions • More content depth in a number of areas Editorial Reviews: • Read the book, took the online course and test, PASSED.
• This ITIL exam prep book and course are an invaluable study aid for passing the ITIL Foundation exam.
• I’ve been an IS project manager for over 10 years.
I’ve studied ITIL materials in preparation, but took no courses or workshops.
I studied this book and its accompanying course for 10 days immediately preceding my exam.
Read the book about 3 times.
• I took the ITIL Foundation exam and got 98% of the questions correct.
I think that the study tips in the book and course helped me get about 15-20 questions right that I might have otherwise missed.
(your mileage may vary).
• The book and course made me confident in sitting the exam, and is the best such book that I’ve come across.
• Worth it especially since you have access to the online learning component as well.
• Good focus on ITIL’s processes (things important to ITIL Foundation and passing the test that your experience in IT may not help you) • Highly recommended, I passed in one go!
Read more about ITIL: