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Beginners Guide to ITIL

Beginners Guide to ITIL

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Published by Anshuman Tiwari

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Categories:Types, School Work
Published by: Anshuman Tiwari on Mar 20, 2009
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GPO 2673Brisbane, QLD 4001AustraliaPhone: 1300 13 44 99Version 5.0
Beginners Guide
Foundation Certificate in ITService Management with ITIL
Copyright: The Art of Service Pty Ltd 2003.
 
Table of Contents
1 Foundation Certificate in IT Service Management............................................................41.1 EXIN Exam requirements specifications....................................................................41.1.1 The importance of IT Service Management..........................................................41.1.2 Service Management processes..........................................................................41.1.3 The ITIL management model.............................................................................51.1.4 Basic concepts of ITIL.......................................................................................62 IT Service Management ...............................................................................................72.1 Introduction to IT Service Management....................................................................72.2 ITIL Service Management.......................................................................................82.2.1 Business Alignment..........................................................................................92.2.2 Processes........................................................................................................92.2.3 Processes, Services and Functions....................................................................103 ITIL Overview...........................................................................................................123.1.1 History of ITIL................................................................................................124 Implementing ITIL Service Management.......................................................................194.1 Introduction........................................................................................................194.2 Cultural change....................................................................................................194.3 Implementation Checklist......................................................................................204.4 Further reading....................................................................................................205 ITIL Service Management Processes............................................................................215.1 Service Delivery Set.............................................................................................215.1.1 Service Level Management..............................................................................215.1.2 Financial Management for IT Services...............................................................225.1.3 Availability Management..................................................................................245.1.4 Capacity Management.....................................................................................275.1.5 IT Service Continuity Management...................................................................285.2 Service Support Set.............................................................................................335.2.1 Service Desk..................................................................................................335.2.2 Incident Management.....................................................................................365.2.3 Problem Management.....................................................................................375.2.4 Change Management......................................................................................405.2.5 Release Management......................................................................................435.2.6 Configuration Management.............................................................................446 Security Management................................................................................................476.1 Introduction.......................................................................................................476.1.1 Basic concepts...............................................................................................476.2 Objectives...........................................................................................................476.2.1 Benefits.........................................................................................................486.3 Process...............................................................................................................486.4 Activities.............................................................................................................496.4.1 Control - Information Security policy and organisation........................................496.4.2 Plan..............................................................................................................506.4.3 Implement.....................................................................................................506.4.4 Evaluate........................................................................................................516.4.5 Maintenance..................................................................................................526.4.6 Reporting......................................................................................................526.4.7 Relationships with other processes....................................................................546.4.8 Security section of the Service Level Agreement.................................................576.4.9 The Security section of the Operational Level Agreement.....................................576.5 Process control....................................................................................................576.5.1 Critical success factors and performance indicators.............................................576.5.2 Functions and roles.........................................................................................586.6 Points of Attention and costs.................................................................................58
 
GPO 2673Brisbane, QLD 4001AustraliaPhone: 1300 13 44 99Version 5.0
Copyright: The Art of Service Pty Ltd, 2003
3
© The Art of Service Pty Ltd 2003 ‘All of the information in this document is subject to copyright. No part of thisdocument may in any form or by any means (whether electronic or mechanicalor otherwise) be copied, reproduced, stored in a retrieval system, transmitted orprovided to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.’ 

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