Free Downloads

ISO 20000: 2011
ITIL 2011 MMap

Request for Change (RFC) Template

Major Incident Report Template

ISO 20000/ITIL Timeline poster


Sponsored Links



Jan 21, 2008

ITIL Service Manager Exam Quick Reference

As I can see, a lot of people are still training for V2 ITIL Service Manager exam. Just for their convenience, I have added a few .pdf documents that I created while preparing for this exam.

Documents are not very tidy, maybe there is a typo here and there and they are not polished for publishing, but they are full of referent facts. And of course, they are free.

So here they are for you:

    Jan 7, 2008

    ITIL SM 2007 Recap

    Here is a short recapitulation of 2007 themes on this blog:

    ITIL SM 05-2007: ITIL
    This was a short overview of ITIL V2.

    ITIL SM 05-2007: Service Support
    Here I covered ITIL V2 Service Support process & functions:- Service Desk- Problem Management- Change Management- Release Management- Configuration Management

    ITIL SM 05-2007: Service Desk
    Service Desk basics.

    ITIL SM 05-2007: Service Desk Quick Facts
    Service Desk quick reference data: Objectives, Activities, CSFs, Benefits.

    ITIL SM 05-2007: Incident Management Elements
    Incident Management Basics: Goal, Roles, Inputs, Activities, Output, Benefits, CSFs, KPIs

    ITIL SM 05-2007: All About Incident Classification
    Incident classification: categories, subcategories, problem type, product type, category tree, Assignment Queue...

    • Assignment and escalation
    • Problem analysis
    • Reporting.

    ITIL SM 06-2007: Incident Priority - What Everyone Should Know
    Incident priority is primarily formed out of it's Impact and Urgency. There are also additional elements, like size, scope, complexity and resources required for resolution.
    Also, here are additional facts about Incident Escalation:
    • Functional Escalation
    • Hierarchical Escalation
    I see a lot of visitors coming on this and the previous page.

    ITIL SM 06-2007: Configuration Management Basics
    Configuration Management Basics: Goal, Roles, Inputs, Activities, Output, Possible Problems, Benefits, CSFs, KPIs.
    Configuration Management mind map (mmap).

    ITIL SM 06-2007: CMDB - What You Need To Know
    Some basics on Configuration Management Database.

    ITIL SM 07-2007: Change Management Quick Reference
    Change Management Quick Reference: Goal, Roles, Process, Inputs, Activities, Output, Possible Problems, Benefits, Responsibilities, CSFs, KPIs.

    ITIL SM 07-2007: ITIL Service Support Process Interaction
    ITIL Service Support Process Interaction in CMAP. Less people visited this page so I decided not to analyze too much in further posts.

    ITIL SM 07-2007: ITIL V3 - What's New?
    At this time, I've already read most of the new ITIL v3 books, so this is my view of what's new.


    • Service Strategy: Creating the set of services that help achieve business objectives.
    • Service Design: Designing services, from technical and business perspective.
    • Service Transition: How to change live production infrastructure, implementing the needed services.
    • Service Operation: Day-to-day IT business, operating. A place to start if you are new to ITIL.
    • Continual Service Improvement: Evaluating and improving services in support of business goals.
    ITIL SM 09-2007: ITIL V3 And The Vacuum
    Waiting for the additional ITIL V3 complementary material.

    ITIL SM 09-2007: ITIL V2 Mind Maps Free Download
    Offered ITIL V2 Mind Maps for Free Download.

    ITIL SM 09-2007: A Brief History of ITIL
    A Brief (but not too brief) History of ITIL.

    ITIL SM 10-2007: ITIL V3 Mind Map Download
    Offered ITIL V3 Mind Map Download. I have created a simple mind map for the purpose of my own data organization. I thought that sharing it with a community would be a good idea. So I have put it for download.

    ITIL SM 10-2007: ITIL V3 Service Portfolio, Pipeline and Catalogue
    In ITIL V3, the customer is more into focus then technology. In V2, customer and his satisfaction were important on a declarative level, but minimum effort was made to point out methods, the whats and hows to improve the customer satisfaction. Instead of CMDB, the Service Catalogue is in charge now.

    ITIL SM 10-2007: ITIL Foundations Exam - Go/No Go?
    What about attending ITIL V3 Foundations?

    ITIL SM 11-2007: ITIL V3 Introductory Overview: 'Littler ITIL' Free to Download
    Finally a short overview of ITIL V3 by itSMF UK in association with Best Management Practice.

    ITIL SM 12-2007: ITIL V3 Qualification Scheme
    ITIL V3 Qualification Scheme for very smart people, and dummies also.

    This year I will post about details in V3 that interest me the most, there will be updates to ITILv3 Mindmap. Right now I am researching tools for ITIL process automation, and I plan to give a critical comparison very soon.