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Table Of Contents

IT Service Management
IT Service Management – Background
Services and Quality
Quality Assurance
ISO-9000
Organizational Maturity
Organization and Policies
Vision, objectives and policies
Planning Horizon
Culture
Human Resource Management
IT Customer Relationship Management
Processes
Processes and departments
Introduction to ITIL
Background
Advantages to the Customer/End User:
Advantages to the IT Organization:
Potential disadvantages:
Organizations
OGC (CCTA)
ITSMF
EXIN and ISEB
The ITIL Books
ITIL (IT Infrastructure Library)
Business Perspective
Service Support
IT Infrastructure Management
Applications Management
Management and Organization
Planning and Implementation
Service Desk
Activities
Incident control
Benefits
Summary
Common Problems
Service Desk Structure - Best Practice
Structure of a Service Desk
Centralised Service Desk
Virtual Service Desk
Essential Terms
Incident Management
Process Description
Incident detection and recording
Classification and initial support
Investigation and diagnosis
Resolution and recovery
Incident closure
Metrics
Best practice
Incident Management tools:
Different types of escalation
Problem Management
Objective
Problem Control
Error Control
Proactive Problem Management
Relationships
Best practices
Recording
Accepting (Rejecting)
Classifying
Planning
Coordination
Evaluating
Change Manager
Change Advisory Board (CAB)
Change Advisory Board/Emergency Committee (CAB/EC)
Configuration Management
Planning:
Identification:
Status accounting
Verification and audit
Key performance indicators
The CMDB
Release Management
Interesting web sites
Introduction
Essentials (terminology)
Financial Management
Availability Management
Capacity Management
IT Service Continuity Mgt
Security Management
Conclusion
Further reading
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ITIL Foundations

ITIL Foundations

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Published by Conselheiro

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Published by: Conselheiro on Jun 26, 2008
Copyright:Attribution Non-commercial

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