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Itil Foundation Exam Study Guide Paperback – 2 Oct 2012


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Product details

  • Paperback: 422 pages
  • Publisher: John Wiley & Sons; Stg edition (2 Oct 2012)
  • Language: English
  • ISBN-10: 1119942756
  • ISBN-13: 978-1119942757
  • Product Dimensions: 18.8 x 2.3 x 23.5 cm
  • Average Customer Review: 3.9 out of 5 stars  See all reviews (15 customer reviews)
  • Amazon Bestsellers Rank: 79,175 in Books (See Top 100 in Books)
  • See Complete Table of Contents

More About the Authors

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Product Description

From the Back Cover

Includes Real–World Scenarios, Hands–On Exercises, and Access to Exam Prep Software Featuring:

  • Custom Test Engine

  • Over 300 Sample Questions

  • Electronic Flashcards

Everything you need to ace the ITIL® Foundation exam

The ITIL (Information Technology Infrastructure Library) exam is the ultimate certification test for IT management professionals. If you are among the nearly quarter–million IT managers worldwide who will sit for the exam this year, the ITIL Foundation Exam Study Guide is one resource you don′t want to be without. It provides you with all the background information, expert, in–depth reviews, learning aids, and practice, practice, practice you need to pass the test with flying colors. Completely up–to–date and organized around the current ITIL Foundation syllabus, this guide:

  • Clearly explains ITIL service strategy and guiding principles
  • Covers all ITIL processes, roles, and functions in separate modules
  • Describes the ITIL service lifecycle and how it promotes effective IT services
  • Addresses ITIL standards for service design and development
  • Delves into all aspects of the service management processes
  • Describes ITIL standards for building, testing, authorizing, documenting, and implementing new and changed services
  • Explores issues of creating and maintaining value for clients through monitoring and improved services, processes, and technology
  • Features online tools offering a gold mine of study aids, including flash cards, sample questions, practice exams, and more

Delivering 100% of the Foundation exam objectives in clear, concise language and all the practice you need to ace the test, ITIL® Foundation Exam Study Guide puts you on the fast track to obtaining the world′s most highly respected IT management certification.

Sybex Exam Prep Tools

Go to www.sybex.com/go/itilstudyguide and download a full set of electronic test prep tools to help you thoroughly prepare for the exam. These include:

  • Chapter review questions
  • Two multiple choice practice exams
  • Electronic flashcards
  • Glossary of Terms in PDF

About the Author

Liz Gallacher has implemented improvement programs based on the ITIL framework for many different organizations. Liz holds the ITIL Manager and ITIL Expert certifications and was a member of the ISEB Managers Certificate Examiners panel. Helen Morris has implemented improvement programs for a wide variety of organizations, based on IT Service Management best practice. Helen holds the ITIL Manager and ITIL Expert certifications. She also holds the ISEB Consultancy certificate, and specializes in service management consultancy. Both Liz and Helen are fully accredited ITIL trainers.


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Customer Reviews

3.9 out of 5 stars

Most Helpful Customer Reviews

9 of 9 people found the following review helpful By Robert_H on 30 Aug 2012
Format: Paperback
I've read several ITIL foundation guides and this is the only one which presents the topic and terminology in an easy and understandable way. The examples help the reader to understand the use of ITIL in the real world and the sample exam questions are excellent preparation for the exam.

If I could find any criticism of the book it would be that I found it a little wordy in places but for many people that might be a positive as the writing portrays a friendly and easy to read style.
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It's difficult to give this a really negative review as it covers the ITIL foundation syllabus and is clearly written by people who know and are passionate about ITIL and service management in general.

The writing itself is pretty terrible though. It's always going to be a dry subject, but I feel there was a desire to make this a chunky book at any cost. The same concepts are repeated, and often things that don't really fit are written under headings that are obviously lifted directly from the syllabus, for example covering the purpose, objectives and scope of various processes. The syllabus content is there, but often repeated over the 3 sections and with lots of irrelevant fluff added to each one.

The proof reading and editing are sorely lacking also. I realised as I was making my own notes that you can pull out the concise message of each part quite easily, and a good editor could have guided the writers, who are clearly not professional authors, into doing this in the entire book to make it far easier to read. It is well written in the way that a business document can be well written, but this is a book and should be as engaging and straightforward as possible within the limits of the dry subject matter.

The other major editing problem was the ordering which is slightly confusing in places. Luckily a bit of exposure to any IT department will give enough of a vague idea of ITIL acronyms and concepts that it's possible to understand the book, but so much is referenced before it is defined that it could easily be confusing.
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An excellent easy to read book.

Read this prior to attending the ITIL Foundation course and felt that I had a really good grounding.

Some publishing errors in the chapter questions which were queried and swiftly responded to by one of the authors.

Strongly recommend.
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Format: Paperback
I studied ITIL Foundation Exam Study Guide, 2012 Edition Book written by Liz Gallacher and Helen Morris and I took the ITIL Foundation 2011 Framework/Syllabus (the latest ITIL version) exam in April 2014, I passed the exam with 98% pass rate (1 wrong answer only). It is an amazing book and I would highly recommend this book to everyone who is planning to learn ITIL Foundation or planning to become an ITIL Foundation 2011 Framework Certified IT Professional. You can also search both author`s background and you will find out they are the top ITIL Experts in IT Service Management. With this review, I also would like to thank them as they created such an important book for us which helps us achieving our ITIL Certification goal. Regards S.C
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By Vanessa on 29 April 2014
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I found this book poorly laid out, dry and repetitive. This is a logical methodology with clearly defined paths, but this book did not make this clear. A diagram would have helped, and some examples. It was also dry and difficult to read, although it isn't the most exciting subject.
I read through the whole book and was left quite confused. I read through other notes which I borrowed from a training course which were far clearer and much easier to understand.
I passed the exam with 90%. If I had just used this book I suspect I would have failed. I couldn't recommend it.
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By Matthew Lapsley on 16 Jan 2014
Format: Kindle Edition Verified Purchase
This book gave me what I was after ie the basics of ITIL but it I have the following frustrations with it and/or ITIL:

1) It was very text rich with poor use of basic techniques to simplify reading eg bullets, bold text etc
2) The content was repeated several times eg objectives, scope and value sections often covered the same content
3) The use of examples was poor and limited
4) Either the book or ITIL over complicated the content, it is foundation remember. There were too many terms covering the same fundamental needs and poor examples of how the various areas interrelate.

I did get a good intro to ITIL though and feel confident about the exam. Just too many words to get me there.
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By Barry Crosby on 6 Dec 2013
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The book was a good he course first time, very well written and so quickly dispatched, I would recommend this book to anyone wishing to study for their ITIL exam
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It is a bit of a read but does the job. There are few typos which might put you off however, concepts are explained well which is a bonus. I preferred reading this after juggling between some online video training material and the book. Deducted a star for the typos - otherwise good book.
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