Part I – Exam Prep Overview
1.
Information Technology Infrastructure
Library Framework Overview
2.
ITIL Exam Overview
3.
Test Taking Strategies
4.
Red Rock Research’s Commitment to
Your Success
Part II – Service Strategy
1.
Introduction
2.
Basic Concepts
3.
Financial Management
4.
Service Portfolio Management
5.
Demand Management
6.
Pre-Test
Part III – Service Design
1.
Introduction
2.
Basic Concepts
3.
Service Catalog Management
4.
Service Level Management
5.
Capacity Management
6.
Availability Management
7.
IT Service Continuity Management
8.
Information Security Management
9.
Supplier Management
10. Pre-Test
Part IV – Service Transition
1.
Introduction
2.
Basic Concepts
3.
Transition Planning & Support
4.
Change Management
5.
Service Asset and Configuration
Management
6.
Release and Deployment Management
7.
Service Validation and Testing
8.
Evaluation
9.
Knowledge Management
10. Pre-Test
Part V – Service Operation
1.
Introduction
2.
Basic Concepts
3.
Event Management
4.
Incident Management
5.
Request Fulfillment
6.
Problem Management
7.
Access Management
8.
Monitoring and Control
9.
IT Operations
10. Service Desk
11. Pre-Test
Part VI – Continual Service Improvement
1.
Introduction
2.
Basic Concepts
3.
CSI Improvement Process
4.
Service Reporting
5.
Pre-Test
Part VII – Final Test Prep
1.
Preparation for the Exam
2.
Preparation for the day of the Exam
3.
Review of Test Taking Strategies