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'ITIL'에 해당되는 글 1

  1. 2008.07.07 ITIL 기초(2)
2008.07.07 10:06 이전글(~2009)
Module 1 - Introduction to IT Service Management

* 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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