ITIL V3 Certification - Introduction

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