ITIL® V3 Foundation Handbook

Product Endorsed as ITIL compatible by The APM Group, OGC's Official Accreditor for ITIL.

1. Introduction to the ITIL Service Management Frameworks
1. Good practice
2. The UTIL framework
3. What is Service Management?
4. The ITIL Service Management model
2. Service Strategy
1. Goals, objectives, scope and value (SS 1.3)
2. Key principles
3. Processes and activities
3. Service Design
1. Goals, objectives, scope and value (SD 2.4, 3.1)
2. Key principles
3. Processes and activities
4. Technology considerations (SD 7)
4. Service Transition
1. Goals, objectives, scope and value (ST 1.3, 2.4)
2. Key principles (ST 3.1)
3. Processes and activities
5. Service Operations
1. Goals, objectives, scope and value (SO 2.4)
2. Key principles
3. Processes and activities
4. Processes from other lifecycle stages
5. Functions
6. Continual Service Improvement
1. Goals, objectives, scope and value (CSI 2.4)
2. Key principles
3. Processes and activities
4. Additional organization roles
7. Qualifications
1. Overview
2. Foundation
3. Intermediate level
4. ITIL Expert
5. ITIL Master
6. Existing ITIL v1 and v2 qualifications

• Related standards and other sources
• Further guidance and contact points

A good overview of the ITIL v3 standard, in pocketbook format.