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Table Of Contents

Course Objectives
INTRODUCTION TO IT SERVICE MANAGEMENT
The Service Desk
Goal – Primary Objective
Why a Service Desk?
Responsibilities
Setting up a Service Desk
Considerations of a Service Desk
Benefits of the Service Desk
Exam Tips
Configuration Management
Types of CIs
Why Configuration Management?
5 Activities of Configuration Management
Key Considerations
Attributes
Exam Tips Continued
Incident Management
Goal - Primary Objective
Why Incident Management
Impact, Urgency & Priority
Relationships
Problem Management
Why Problem Management
Activities
Proactive Activities
Change Management
Types of Change
Release Management
Why Release Management
Terminology
Types of Release
Exam Questions
Service Level Management
Structure of SLAs
SLA Contents
Exam Question
Financial Management for IT Services
Why Financial Management
Concepts
IT Financial Cycle
Cost Model
Charging
Availability Management
Principles
Calculating Availability
Benefits
Capacity Management
Why Capacity Management
Success Factors
Responsibilities of Capacity Management
Capacity Management Database (CDB)
Iterative Activities – The Cycle
Iterative Activities – Inputs
Iterative Activities – Outputs
Other Activities
Benefits of Capacity Management
IT Service Continuity Management
Why Continuity Management
The Business Continuity Life-cycle Overview
Stage 2 – Requirements and Strategy
Risk Analysis (CRAMM)
Risk Analysis
IT Recovery Options
Gradual Recovery – COLD standby
Intermediate Recovery – WARM standby
Immediate Recovery – HOT standby
Benefits of Continuity Management
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40437740 ITIL Foundation

40437740 ITIL Foundation

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Published by Sujit Kumar Panda

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Published by: Sujit Kumar Panda on Sep 15, 2011
Copyright:Attribution Non-commercial

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02/01/2013

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