Transcription of ITIL Trainer Workbook - Greycampus
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ITIL Trainer Workbook - Greycampus
itil Foundation Trainer Handbook 2013 Greycampus Page 1 Table of Contents Chapter 1: Introduction to 2 What is itil ? .. 2 Best 2 The itil 2 Overview of itil Certifications: .. 4 SERVICE MANAGEMENT .. 5 PROCESSES AND FUNCTIONS .. 6 ROLES .. 7 Chapter 2: Service Strategy .. 11 PURPOSE, OBJECTIVES, SCOPE AND VALUE OF SERVICE STRATEGY .. 11 KEY PRINCIPLES .. 12 PROCESSES AND ACTIVITIES .. 19 TECHNOLOGY CONSIDERATIONS .. 22 Chapter 3: Service design .. 24 PURPOSE, OBJECTIVES, SCOPE AND VALUE OF SERVICE DESIGN .. 24 KEY PRINCIPLES .. 25 PROCESSES AND ACTIVITIES .. 27 Chapter 4: Service Transition .. 39 PURPOSE, OBJECTIVES, SCOPE AND VALUE OF SERVICE TRANSITION .. 39 PROCESSES AND ACTIVITIES .. 40 Chapter 5: Service Operation.
• ITIL Service Operation describes the service desk, technical management, IT operations management and application management functions in detail, with technical and application management providing the technical resources and expertise to manage the whole service
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