This book centers on the ability of an IT organization to deliver and support IT services on a day to day basis, it covers practical guidance on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines:
* Identify key business and management issues in IT Service Management
* Manage the planning and implementation of IT Service Management
* Implement Strategic Change Management and Risk Management
* Handle organizational challenges and assess services
* Prepare for the ITIL Intermediate Qualification: Managing Across the Lifecycle Certification Exam
The ITIL v3 Intermediate Qualification: Managing Across the Lifecycle focuses on the ancillary knowledge required to implement and manage the necessary skills in IT Service Management.