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Table Of Contents

Inleiding
IT beheer
2.1 Ontwikkeling in de IT
2.2 Waar heeft de technologie ons gebracht
2.3 Uitdagingen voor een IT organisatie
2.4 Informatie Technologie Service Management
2.4.1 Waarom Service Management implementeren?
2.5 IT Beheer
3.1 Wat is ITIL
3.2 Geschiedenis
3.3 ITIL boeken
3.4 ITIL elementen
3.4.1 Service Delivery
3.4.2 Service Support
3.4.3 Infrastructure management
3.4.4 Business Perspective Set
3.4.5 Managing applications
3.5 Referentie kaders
3.5.1 ITIL Management Model
3.5.2 Infrastructure Process Workflow (IPW)
ITIL in de praktijk
4.1 Succesverhalen
4.2 Mislukkingen
4.3 Valkuilen
4.3.1 Cultuurswijziging
4.3.2 Implementatiesnelheid
4.3.3 Implementatieprocedure
4.3.4 Bureaucratie
Meerwaarde van ITIL
5.1 Verbeteren van vertrouwen
5.1.1 Verbeteren van klantencontact
5.1.2 Kwaliteitsverbetering
5.2 Verlagen van kosten
5.2.1 TCO - Total Cost of Ownership
5.2.2 ROI - Return On Investment
Conclusie
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ITIL Cursus

ITIL Cursus

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Published by Roland Hendriks

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Published by: Roland Hendriks on Dec 04, 2011
Copyright:Attribution Non-commercial

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12/04/2011

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