ASK

Please go throught the link given below to read ITIL in Full Detail......... http://a.nnotate.com/php/pdfnotate.php?d=2009-01-23&c=ZO7ptUI1 Write a mail to me if need any more or for any furher query - wasseemkhaan@yahoo.co.in

Information Technology plays a significant role and acts as a key differentiator for desired business success. Senior management of the organizations is concerned to optimize their IT investments and improve the efficacy and competency of their IT resources to meet various business requirements and offer quality services to the customers. To meet the business and client requirements, senior management follows some best practices. These best practices have been specified or defined in the Information Technology Infrastructure Library (ITIL). ITIL ® is the Registered Trade Mark of the Office of Government Commerce (OGC) and is identified as the only reliable and widespread documentation of best practices for IT Service Management. Moreover, ITIL is a framework of best practices proposed to facilitate the delivery of high quality IT services. ITIL is: A globally accepted approach for IT Service Management (ITSM) A comprehensive set of best practices that includes several management proces

1) Which of the following would NOT normally be regarded as one of the major input cost elements of an IT cost model? i)Accommodation ii)Software iii)Managed Service iv)Transfer 2) Company 's ' recently had its UPS upgraded. The users are now complaining of slow responses and have heard that this is due to problems with the network capacity. Who should they contact for assistance? a. Network Management b. Service Desk c. Capacity Management d. Problem Management 3) A good IT Continuity Plan should cover I. Alternative premises II. Staff accommodation III.Transport options IV. User communications a. I b. I, II c. I and IV d. All the above 4) The following activities are involved in implementing a Service Management function: I. Tool selection II. Tool specification III. Process design IV. Functional requirements analysis In which order should the above activities by taken? a. IV b. IV, III, II, I c. II, I, IV, III d. II, I, III, IV 5) The process to implement SLAs comprises the

Overview of the ITIL 2 library The IT Infrastructure Library originated as a collection of books each covering a specific practice within IT Service Management. After the initial publication, the number of books quickly grew within ITIL v1 to over 30 volumes. In order to make ITIL more accessible (and affordable) to those wishing to explore it, one of the aims of ITIL v2 was to consolidate the publications into logical 'sets' that grouped related process guidelines into the different aspects of IT management, applications and services. While the Service Management sets (Service Support and Service Delivery) are by far the most widely used, circulated and understood of ITIL publications, ITIL provides a more comprehensive set of practices as a whole. Proponents believe that using the broader library provides a comprehensive set of guidance to link the technical implementation, operations guidelines and requirements with the strategic management , operations management and finan