Learning ObjectivesComprehension and / or awareness of key areas of the 5 ITIL® core books: o Service Strategy o Service Design o Service Transition o Service Operation o Continual Service Improvement
Ten
Eight
Five
Four
Two
Incident Management, Problem Management, Change Management, Configuration Management and Release Management;
Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management and Financial Management;
Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement;
Incident Management, Problem Management, Change Management, Service Strategy and Service Design;
Service Strategy, Service Design, Service Transition, Configuration Management and Release Management;
True
False
True
False
Clear view of IT capability;
Understanding of customer needs;
Professional approach and processes;
Focus on business value through quality and availability of services
Server Virtualization
Enhanced customer satisfaction
More motivated IT staff
Increased profitability
Technology refresh based on new features
Focus on business value through quality and availability of services