Passing the ITIL® V3 Intermediate Exams - The Study Guide

1 - Foreword [Seite 6]
2 - Acknowledgements [Seite 8]
3 - Preface [Seite 10]
4 - Introduction [Seite 16]
4.1 - Use of acronyms [Seite 16]
4.2 - Referencing the official ITIL books [Seite 17]
4.3 - Referencing the official syllabuses [Seite 17]
4.4 - Structure of the book [Seite 17]
5 - chapter 1 The qualification scheme [Seite 22]
5.1 - The Foundation level [Seite 22]
5.2 - The ITIL Foundation level qualification [Seite 23]
5.3 - The Intermediate level [Seite 25]
5.4 - The Expert level [Seite 27]
5.5 - The Master level [Seite 29]
5.6 - The Complementary level [Seite 31]
6 - chapter 2 Selecting the appropriate qualification [Seite 34]
6.1 - The ITIL qualification scheme [Seite 36]
6.2 - Education and training issues [Seite 37]
6.3 - Which stream or qualification should an IT professional [Seite Which stream or qualification should an IT professional ]
aim for? - 44 [Seite 44]
6.4 - Why is there a requirement to attend a preparatory course before taking an Intermediate level exam? [Seite 47]
6.5 - Competition for your education budget [Seite 50]
6.6 - Frameworks, methodologies and standards [Seite 52]
6.7 - Summary: where do you start? [Seite 55]
7 - chapter 3 Adult learning principles [Seite 56]
7.1 - Adults as learners [Seite 56]
7.2 - Motivating the adult learner [Seite 56]
7.3 - Bloom's Taxonomy of Learning [Seite 57]
7.4 - Summary [Seite 72]
8 - chapter 4 The right qualification for [Seite 74]
8.1 - ITIL V3 qualifications highlights [Seite 74]
8.2 - Management focus (Service Lifecycle) [Seite 74]
8.3 - Practitioner focus (Service Capabilities) [Seite 77]
8.4 - ITIL V3 qualifications acronyms [Seite 78]
8.5 - Syllabus coverage for Practitioner qualifications [Seite 78]
8.6 - Processes covered [Seite 79]
8.7 - Learning outcomes [Seite 80]
8.8 - Mapping qualifications to job focus [Seite 81]
8.9 - Different job focus means different courses [Seite 83]
8.10 - Credit value and system [Seite 84]
8.11 - Contact hours [Seite 84]
8.12 - Focus of the qualifications [Seite 85]
8.13 - Summary [Seite 89]
9 - chapter 5 Course and examination preparation tips [Seite 90]
9.1 - A note about examinations [Seite 90]
9.2 - Before you attend the course [Seite 91]
9.3 - Understanding the syllabus [Seite 95]
9.4 - Foundation certificate [Seite 95]
9.5 - The Foundation exam [Seite 97]
9.6 - The Foundation level exam [Seite 98]
9.7 - Multiple-choice questions [Seite 99]
9.8 - About the Foundation syllabus [Seite 101]
9.9 - Operational Support and Analysis Certificate [Seite 103]
9.10 - During the course delivery [Seite 143]
9.11 - Reading the material [Seite 145]
9.12 - Understanding the material [Seite 146]
9.13 - Summary [Seite 149]
10 - chapter 6 Understanding the exam paper [Seite 150]
10.1 - Before you start the examination [Seite 150]
10.2 - Characteristics of scenarios [Seite 152]
10.3 - How to read a scenario [Seite 153]
10.4 - Identifying the relevant information [Seite 164]
10.5 - OSA Sample Paper 1 - Scenario Two [Seite 165]
10.6 - SO Sample Paper 1 - Scenario Six [Seite 170]
10.7 - Summary [Seite 173]
11 - chapter 7 Understanding the question [Seite 176]
11.1 - About a few sample questions [Seite 177]
11.2 - Operational Support and Analysis - OSA [Seite 180]
11.3 - Release Control and Validation - RCV [Seite 187]
11.4 - Planning, Protection and Optimization - PPO [Seite 195]
11.5 - Service Offerings and Agreements - SOA [Seite 201]
11.6 - Service Strategy [Seite 206]
11.7 - Service Design [Seite 213]
11.8 - Service Transition [Seite 221]
11.9 - Service Operation [Seite 227]
11.10 - Continual Service Improvement [Seite 235]
11.11 - Managing Across The Lifecycle [Seite 242]
11.12 - Summary [Seite 252]
12 - chapter 8 Exploring the syllabuses [Seite 254]
12.1 - Capabilities stream [Seite 254]
12.2 - Syllabuses at a glance [Seite 262]
12.3 - Lifecycle stream [Seite 272]
12.4 - Syllabus at a glance [Seite 279]
12.5 - Summary [Seite 290]
13 - chapter 9 Using scenarios for practice [Seite 292]
13.1 - Service Strategy [Seite 293]
13.2 - How to approach each question in relation to Scenario One [Seite 303]
13.3 - Summary [Seite 305]
14 - chapter 10 Using exam questions for practice [Seite 306]
14.1 - Summary [Seite 318]
15 - chapter 11 Using answers and rationales for practice [Seite 320]
15.1 - Summary [Seite 323]
15.2 - A few final words from the author [Seite 324]
16 - Appendices [Seite 326]
17 - Appendice a Owner, Publisher, and Accreditor [Seite 328]
18 - Appendice b Information about the Examining Institutes [Seite 330]
19 - Appendice c References [Seite 334]
20 - Appendice d Some complementary frameworks, methodologies and standards [Seite 336]
21 - Appendice e Frameworks and methodologies for ITSM [Seite 338]
22 - Appendice f List of tables [Seite 340]
23 - Appendice g List of figures [Seite 342]
24 - Glossary [Seite 344]