Description
HOW TO USE THIS BOOK
This book covers everything you need to know in order to pass the ITIL Foundation exam. However, we also recognise that many people simply want to understand the ITIL concepts without necessarily taking the exam itself. This book caters for both needs through its simple four-section structure.
• Section 1: An overview that introduces the basic concepts of service management and good practice, the ITIL framework, the service lifecycle and some of the key ITIL concepts such as processes and functions.
• Section 2: A view of each of the five stages of the lifecycle from service strategy to continual service improvement. Each chapter contains an easy-to-read summary of the core elements of that part of the lifecycle.
• Section 3: The core of the book with a chapter describing each of the ITIL processes and functions.
• Section 4: Guidance on measurement and metrics, and the Deming improvement cycle.
In addition, the Appendix contains some useful exam techniques. Naturally we suggest you start by reading Section 1, but, after that, we have designed each chapter to be self-contained and capable of being read in any sequence and without reference to other chapters. Each chapter can be read in 5–10 minutes.
For convenience, we have cross-referenced the chapters in Section 3 (and where applicable in Section 4) with the relevant chapters in the core books for further, more detailed content if the reader wishes to refer to it.