ITIL v3 Foundations Exam Prep - Book

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1、1ForewordThisExamPreparationbookisintendedforthosepreparingfortheITIL®V3FoundationExam.TheArtofServiceisanAccreditedTrainingOrganizationforthisprogramandhasbeentrainingthiscourseformorethan8years.Thestrategiesandcontentinthisbookisaresultofexperienceandunder

2、standingoftheITIL®FoundationProgram,andtheexamrequirements.Thisbookisnotareplacementforcompletingthecourse.Thisisastudyaidtoassistthosewhohavecompletedanaccreditedcourseandpreparingfortheexam.Donotunderestimatethevalueofyourownnotesandstudyaids.Themoreyouhav

3、e,themorepreparedyouwillbe.Whileitisnotpossibletopre-empteveryquestionandcontentthatMAYbeaskedintheFoundationexams,ThisBookcoversthemainconceptsofITServiceManagement,eachphaseandprocessintheServiceLifecycleandisfollowedbyaPracticeExam(createdbyTheArtofServic

4、e).EachProcesscontainsasummarizedoverviewofkeyknowledgefortheFoundationExam.Theseoverviewsaredesignedtohelpyoutoreferencetheknowledgegainedthroughthecourse.Duetolicensingrights,weareunabletoprovideactualAPMGExams.However,thestudynotesandsampleexamquestionsin

5、thisbookwillallowyoutomoreeasilyprepareforanAPMGITIL®Foundationexam.IvankaMenkenExecutiveDirectorTheArtofServiceITIL®isaRegisteredCommunityTradeMarkofOGC(OfficeofGovernmentCommerce,London,UK),andisRegisteredintheU.S.PatentandTrademarkOffice.1CopyrightTheArto

6、fService2TableofContents1Foreword..............................................................................12TableofContents.................................................................23ITIL®v3CertificationPathway....................................

7、.........44ExamSpecifics....................................................................55ExamPrerequisites..............................................................56ExamHints..........................................................................

8、67TheArtofServiceObjectiveTree........................................88StudyNotes.........................................................................99ITServiceManagement..................