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Table Of Contents

1.0 Goal of the Course:
1.1 Features
1.2 TOPICS
1.2.1 ITIL IT Service Management Processes
1.2.2 ITIL Service Support Processes:
1.2.3 ITIL Service Delivery Processes:
2.0 Introduction
3.0 IT Service Management
3.1 IT Service Management – Background
3.2.1 Quality Assurance
3.2.2 Human Resource Management
4.0 Introduction to ITIL
4.1 Background
4.2 Advantages to the Customer/End User:
4.3 Advantages to the IT Organization:
4.4 Potential disadvantages:
4.5 Organizations
5.0 Service Desk
5.1 Introduction
5.2 Objective
5.3 Process Description
5.4 Activities
6.0 Activities
6.1 Roles
6.2 Relationships
6.3 Benefits
6.4 Summary
6.5 Common Problems
6.6 Metrics
6.7 Service Desk Structure - Best Practice
6.7.1 Virtual Service Desk
6.8 Essential Terms
7.0 Incident Management
7.1 Introduction
7.2 Objective
7.3 Process Description
7.4 Activities
7.4.1 Incident detection and recording
7.4.2 Classification and initial support
7.4.3 Investigation and diagnosis
7.4.4 Resolution and recovery
7.4.5 Incident closure
7.4.6 Incident ownership, monitoring, tracking and communication
7.5 Roles
7.6 Relationships
7.6.1 Configuration management:
7.6.2 Problem Management
7.6.3 Change Management
7.6.4 Service Delivery Processes
7.7 Benefits
7.8 Common Problems
7.9 Metrics
7.10 Best practice
7.10.1 Incident Management tools:
Different types of escalation
7.10.3 Interesting Websites
7.11 Essential Terms
8.0 Problem Management
8.1 Introduction
8.2 Objective
8.3 Process Description
8.4 Activities
8.5 Roles
8.6 Benefits
8.7 Common Problems
8.8 Metrics
8.9 Best practices
8.10 Essential Terms
9.0 Change Management
9.1 Introduction
9.2 Objective
9.3 Process Description
9.4 Activities
9.4.1 Recording
9.4.2 Accepting (Rejecting)
9.4.3 Classifying
9.4.4 Planning
9.4.5 Coordination
9.4.6 Evaluating
9.5 Roles
9.5.1 Change Manager
9.5.2 Change Advisory Board (CAB)
9.5.3 Change Advisory Board/Emergency Committee (CAB/EC)
9.6 Relationships
9.7 Benefits
9.8 Common Problems
9.9 Metrics
9.10 Best practices
9.10.1 Interesting websites
9.11 Essential Terms
10.0 Configuration Management
10.1 Introduction
10.2 Objective
10.3 Process Description
10.4 Activities
10.4.1 Planning:
10.4.2 Identification:
10.4.3 Status accounting
10.4.4 Verification and audit
10.5 Roles
10.6 Relationships
10.7 Benefits
10.8 Common Problems
10.9 Metrics
10.9.1 Key performance indicators
10.10 Best practices
10.10.1 The CMDB
10.10.2 Interesting Websites
10.11 Essential Terms
11.0 Release Management
11.1 Introduction
11.2 Objective
11.3 Process Description
11.4 Activities
11.5 Roles
11.6 Relationships
11.11 Essential Terms
12.0 Service Level Management
12.1 Introduction
13.0 Financial Management
14.3 Process Description
14.4 Activities
14.5 Roles
14.6 Relationships
14.7 Benefits
14.8 Common Problems
14.9 Metrics
14.10 Best practices
14.11 Essentials (terminology)
15.0 Capacity Management
15.1 Introduction
15.2 Objective
15.3 Process Description
15.4 Activities
15.5 Roles
15.6 Relationships
15.7 Common Problems
15.8 Essentials (terminology)
16.0 IT Service Continuity Management
16.1 Introduction
16.2 Objective
16.3 Process Description
16.4 Activities
16.5 Roles
16.6 Relationships
16.7 Benefits
16.8 Common Problems
16.9 Metrics
16.10 Best practices
16.11 Essentials (terminology)
17.0 Security Management
17.1 Introduction
17.2 Objective
17.3 Process Description
17.4 Activities
17.5 Roles
17.6 Relationships
17.7 Benefits
17.8 Common Problems
17.9 Metrics
17.10 Best practices
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7213210 ITIL Foundation Certification Guide

7213210 ITIL Foundation Certification Guide

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Published by Dheeraj Shetty

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Published by: Dheeraj Shetty on Feb 17, 2013
Copyright:Attribution Non-commercial

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03/01/2013

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