ITIL Intermediate Certification Companion Study Guide: Intermediate ITIL Service Lifecycle Exams - Tapa blanda

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Helen Morris has more than 20 years of experience in Service Management and is an experienced trainer, consultant, and service delivery manager. Helen leads programs to achieve significant improvements in customer satisfaction, quality of service, reduced costs, and better control. Liz Gallacher holds ITIL Expert certification, having achieved distinction (top six percent) in the ITIL Manager certificate in 2002. Liz is an ITIL veteran, and employs most aspects of the framework in implementing various improvement programs.

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Covers 100% of exam objectives, including Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement, and much more.... Includes online interactive learning environment with

+More than 90 electronic flashcards

+Searchable key term glossary

Your Comprehensive Companion Guide for the Intermediate ITIL^® Service Lifecycle Exams

The ITIL Intermediate Certification Companion Study Guide provides 100% coverage of all five ITIL v3 Service Lifecycle exams, based on the 2011 syllabus: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Understand each area of the syllabus through detailed instruction on all concepts and process areas. Specific syllabus elements are illustrated with real-life examples, and critical terms are highlighted to emphasize their importance on the exams. Clear, concise language helps you fully grasp the fundamentals, and linking concept to practice helps you understand the importance of what you're learning in real IT service scenarios.

Coverage of 100% of all Intermediate Lifecycle exam objectives in this Study Guide means you'll be ready to take each of the five exams. For each lifecycle stage, you will understand

• Principles and Processes
• Governance Requirements
• Organizational Requirements
• Technology Considerations
• Implementation Considerations
• Critical Success Factors, Challenges, and Risks

Interactive learning environment

Take your exam prep to the next level with Sybex's superior interactive online study tools. To access our learning environment, simply visit http://sybextestbanks.wiley.com, type in your unique PIN, and instantly gain access to:

• More than 90 Electronic Flashcards to reinforce learning and last minute prep before the exam
• Comprehensive glossary in PDF format gives you instant access to the key terms so you are fully prepared

The ITIL^® qualification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail. The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest. There are five certification levels within the scheme:

• Foundation
• Practitioner
• Intermediate
• Expert
• Master