I found this study guide extremely useful in my preperation for the new ITIL® v3 exam. The online content is also a great bonus. I highly recommend this.
I have had an interest for the past 6 months in getting my foundation certification. After doing some research I realized the ITIL® V3 Foundation Complete Certification Kit was exactly what I needed to get started. I am very please with the book and the online learning guide and would recommend to everyone.
Yes, we have produced an OSA Full Certification toolkit and it is for sale on our website HERE
TheIncident Management toolkit contains the following documents:
1. Incident Management Objectives and Goals
2. Policies objectives & scope document
3. Communications: Rountine, Exceptions and Emergencies
4. ITIL® V3 Incident Management Process Flow Diagram
5. Incident Ticket Template
6. Incident Category Definition Document
7. Example Simple Priority Coding System
8. Incident Management – Roles and Responsibilities
9. Communication Plan
10. Incident Management Reports KPI’s & other metrics
11. Business Justification document
12. Integrated ITSM Technology & Workflow Automated Escalation.
The difference between the OSA and SO toolkit is that OSA is role based and contains implementation templates for other activities and processes that are not part of the Service Operation lifecycle Phase.
58 images and mindmaps
12 Template processes/agreements
2 in-depth presentations
4 Excel Self Assessments
Toolkit Roadmap – Service Operation
Toolkit Introduction Presentation – Service Operation
Sourcing roles and responsibilities
Service Sourcing Structures
Service Operation ITIL® V3 Presentation
Service Operation Guide ITIL® V3
Service Desk Technology
Service Desk Outsourcing template
Service Desk – Roles and Responsibilities
Service Desk Review Document
Service Desk- Metrics
Problem Ticket Template
Problem Management Review Document
Problem & Known Error Category Definition
Outsourcing – Sourcing Strategy Presentation
Known Error Ticket Template
ITIL® V3 Incident Management Process Flow Diagram
ITIL® Service Operation Readiness Assessment
Incident Ticket Template
Incident Management Reports KPI’s & other metrics
Incident Management Objectives and Goals
Incident Management – Roles and Responsibilities
Incident Category Definition Document
Example Service Desk Project Plan
Example Outsourcing Contract template
This guide helepd me pass the first time as promised. Using the book along with the online learning and practice exam really helped me prepare for the test. It made the test so easy!! I am purchasing the Service Operation exam guide by The Art of Service also, I have no doubt I will pass that too!!Thank You!
I purchased this book so I could study for the ITIL® V3 foundation at home after being made redundant. I found the combination of the study guide and online course really helped the concepts sink in. The format was easy to fit into my schedule, without having to block out 3 whole days for a formal course. Several comments say that this book is not enough, but I passed with an 87% score. If you are having to fund this qualification yourself, I would recommend you buy this book.
I purchased this book to supplement a course I am taking. This book and on-line course has helped as a very good addition to the class materials. ITIL® V3 Foundation Complete Certification Kit – Study Guide Book and Online Course
ITIL® V3 Foundation Complete Certification Kit has proven to be a straight forward, no nonsense study guide. Well organized, and well illustrated, this guide book is well suited to prepare for the Foundation certification. The online course is a nice bonus to aide in reinforcing the material with practice questions for each section.The online course lacks some of the bells and whistles of other courses I have completed, such as showing progress and remembering where your are in the material from session to session.While I have not tested for the certification yet, I am optimistic and would give this material an 8 out of 10. I may revise that rating either direction after testing for certification, based on how relevant the practice exams were.
I was looking for a self-study guide to the ITIL® v3 Foundation test and chose this book.I was originally a bit concerned about the depth of the book – it didn’t seem like there was that much information. There are additional resources online, though, which helps.Also, the Foundation test is really more of an overview to the ITIL® concepts, so I came to realize that some of the more in-depth material will be covered the more you progress in the ITIL® certifications.Ultimately I was pleased as I used this to study and recently passed the Foundation exam.
This was a very good book that is geared toward making sure you know what you need to in order to pass the foundation exam. I felt the the web component (included for free) really brought the book to life and was an essential piece as well. I spent about 10 hours studying this book and taking the web classes, and passed the exam on the first try with 92%.