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Table Of Contents

What about v3?
4 Ps of Service Management
Service Delivery Strategies
The Service Lifecycle
Service Strategy
Service Strategy has four activities
Service Assets
Service Portfolio Management
Demand Management
Service Design
Processes in Service Design
Service Catalogue
Service Level Management
Things you might find in an SLA
Types of SLA
Is it available?
ITSCM – what?
Standby for liftoff
Information Security Management
Service Transition
Good service transition
Knowledge management
Service Asset and Configuration
Configuration Management System
Painting the Forth Bridge
Change Types
Change Advisory Board
Release Management
Phased or Big Bang?
Service Operation
Processes in Service Operation
Functions in Service Operation
Service Operation Balances
Incident Management
Event Management
Request Fulfilment
Problem Management
Access Management
Service Desk
Continual Service Improvement
Service Measurement
7 Steps to Improvement
ITIL Roles
More Roles
Functions and Processes
Further Learning
Accreditation
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Published by: João Paulo Lima Barbosa on Sep 08, 2011
Copyright:Attribution Non-commercial

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