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Table Of Contents

Foreword
1.1 What is IT Service Management?
1.2 The Four Perspectives (Attributes) of ITSM
1.3 What is ISO/IEC 20000?
1.4 History of ISO/IEC 20000
1.5 The Future of ISO/IEC 20000
1.6 The ISO/IEC 20000 Standard
1.7 Auditing & Certification
1.8 Benefits of ISO/IEC 20000
1.9 Associated Frameworks
1.10 Other ISO Standards
1.11 Roles & Responsibilities within ISO/IEC 20000
1.12 Business and IT Alignment
1.13 ISO/IEC 20000 Processes
1.14 Introduction Review Questions
3 Common Terminology___
4 Planning & Implementing Service Management ___
4.1 PDCA
4.1.1 Plan
4.1.2 Do
4.1.3 Check
4.1.4 Act
5 Planning & Implementing New or Changed Services___
5.1 Planning and Implementation Review Questions (Chapters 4 & 5)
6 Service Delivery Processes___
6.1 Service Level Management
6.1.1 Service Catalogue
6.1.2 Designing SLAs
6.1.3 Interfaces with Other Processes
6.1.4 Service Level Management Review Questions
6.2 Service Reporting
6.2.1 Interfaces with Other Processes
6.2.2 Service Reporting Review Questions
6.3 Service Continuity & Availability Management
6.3.1 Activities - Service Continuity Management
6.3.2 Activities - Availability Management
6.3.3 Interfaces with Other Processes
6.3.4 Service Continuity & Availability Management Review Questions
6.4 Budgeting & Accounting for IT Services
6.4.1 The Financial Cycle
6.4.2 Interfaces with Other Processes
6.4.3 Budgeting & Accounting Review Questions
6.5 Capacity Management
6.5.1 Sub processes of Capacity Management
6.5.2 Activities
6.5.3 Interfaces with Other Processes
6.5.4 Capacity Management Review Questions
6.6 Information Security Management
6.6.1 Information Security Management Activities
6.6.2 Interfaces with Other Processes
6.6.3 Information Security Management Review Questions
7 Relationship Processes___
7.1 Business Relationship Management
7.1.1 Interfaces with Other Processes
7.2.1 Supplier and Contract Database (SCD)
7.2.2 Interfaces with Other Processes
7.2.3 Supplier Management Review Questions
8 Resolution Processes___
8.1 What is the difference between an Incident and a Problem?
8.2 Incident Management
8.2.1 Activities
8.2.2 Major Incidents
8.2.3 Interfaces with Other Processes
8.2.4 Incident Management Review Questions
8.3 Problem Management
8.3.1 Reactive Problem Management
8.3.2 Proactive Problem Management
8.3.3 Interfaces with Other Processes
8.3.4 Problem Management Review Questions
9 Control Processes___
9.1 Configuration Management
9.1.1 Activities
9.1.2 The Configuration Management Database (CMDB)
9.1.3 Interfaces with Other Processes
9.1.4 Configuration Management Review Questions
9.2 Change Management
9.2.1 Activities
9.2.2 The 7Rs of Change Management
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iso 20000

iso 20000

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Published by Dina Elgendy
ISO 20000
ISO 20000

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Published by: Dina Elgendy on Apr 10, 2013
Copyright:Attribution Non-commercial

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07/18/2013

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