* What Will This Course Give Me?
* The Philosophy of IT Service
Management
* The Three P's
* Service Management - General
* Customer
and Users
* Challenges to the IT organization
* The Support Problem
*
Why Implement Service Management?
* The Objectives of ITSM
* IT
Process
* Quality
* ITIL....
* IT Service Management Courses
* Model
(According to ITIL)
* HP Reference Model
* HP Reference Model
*
High-level Linkages
* HP Reference Model
Module 2 - Configuration Management
* Configuration Management
* Configuration Management - Goals
*
Configuration Management - Responsibilities
* Configuration Item (CI)
*
CIs - Scope and Detail
* Naming and Attributes
* Impact of
Relationship
* Status of CI's
* Baseline
* Assets versus Configuration
Management
* Essentials
* Management Reporting
Module 3 - Service Desk
* Service Desk
* Service Desk - Goals
* Service Desk -
Responsibilities
* Different Desks
* Inputs and Outputs
* Structures:
Local Service Desk
* Structures: Centralized Service Desk
* Structures:
Virtual Service Desk
* Considerations
* Essentials
Module 4 - Incident Management
* Incident Management
* Incident Management - Goals
* Incident
Management - Responsibilities
* Terminology
* The Incident Life Cycle
*
Classification - Prioritization
* Classification - Categorization
*
Classification - Matching
* Routing Incidents
* Escalation and
Referral
* Essentials
* Management Reporting
Module 5 - Problem Management
* Problem Management
* Problem Management - Goals
* Problem Management
- Responsibilities
* Terminology
* Problem Control
* Error Control
*
Proactive Problem Management (Proactive Prevention)
* Incidents versus
Problems
* Processing Known Errors from the Development Environment
*
Reactive - Proactive
* Essentials
* Management Reporting
Module 6 - Change Management
* Change Management
* Change Management - Goal
* Change Management -
Responsibilities
* Terminology
* Change Management Process
* Request
for Change (RFC) - Scope
* Priority Setting
* Impact of a Change
* The
Change Advisory Board (CAB)
* Some Relationships
* Essentials
*
Management Reporting
Module 7 - Release Management
* Release Management
* Release Management - Goals
* Release Management
- Responsibilities
* Release and Distribution Process
* Definitive
Software Library (DSL)
* Definitive Hardware Store (DHS)
* Releases
*
Software Roll-out and Distribution
* Essentials
* Management Reporting
Module 8 - Capacity Management
* Capacity Management
* Capacity Management - Goal
* Capacity
Management - Responsibilities
* The Capacity Management Process
* Sizing
and Modeling
* Essentials
Module 9 - Availability Management
* Availability Management
* Availability Management - Goals
*
Availability Management - Responsibilities
* Terminology
* Security
*
Risk Analysis
* The Unavailability Life-cycle
* When Is a Service
Available?
* Availability Formula
* Essentials
Module 10 - IT Service Continuity Management
* IT Service Continuity Management
* Continuity Management
* The
Process (1)
* Business Impact Analysis
* The Process (2): Operational
Management
* The Options
* The Seven Sections of the Plan
* Roles in
Normal Operation and in a Crisis
* Extensive Testing and Reviewing
*
Essentials
Module 11 - Financial Management for IT Services (Cost Management)
* Financial Management
* Financial Management
* Budgeting
* IT
Accounting
* Different Cost Units
* Categorization of Cost Units
*
Charging
* Charging and Pricing Options
* Essentials
Module 12 - Service Level Management
* Service Level Management
* Service Level Management
* Service Level
Management - Goals
* Service Level Management - Responsibilities
* Service
Level Management Process
* Agreements and Contracts
* Service Quality
Plan
* Service Improvement Programme
* Elements of a Service Level
Agreement
* Management Reports
* Essentials
* Essentials (2)
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