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Used by universities and company training programs around the world, “Foundations of IT Service Management – the ITIL Course in a Book” is the book to help you achieve your ITIL® Foundation certification. Presented in an easy-to-understand format, the concepts of ITIL and the processes are laid out in a logical sequence. Each lesson is followed by list of key concepts and sample questions to help you study for your ITIL® Foundation certification exam. Chapter review questions, modeled after the real exam questions, reinforce your learning for each unit. Written by an ITIL® Expert trainer who has taught thousands of students and hundreds of organizations, "Foundations of IT Service Management with ITIL® 2011" provides a reader with the introduction to this approach to IT services without the expense of a formal classroom course. While the focus is primarily on providing information required to pass the ITIL® Foundations exam, this book goes beyond those basics to also provide
