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Table Of Contents

2 IT Service Management___
2.1 The Four Perspectives (Attributes) of ITSM
Figure 2.1 – Four Perspectives (Attributes) of ITSM
2.2 Benefits of ITSM
2.3 Business and IT Alignment
3 What is ITIL®?___
3.1 The Service Lifecycle
3.2 Mapping the Concepts of ITIL® to the Service Lifecycle
3.3 How does the Service Lifecycle work?
4 Common Terminology___
4.1 What are Services?
4.1.1 Business Units and Service Units
4.1.2 Creating Service Value
4.1.3 Service Packages and Service Level Packages
4.1.4 Service Portfolios
4.2 Processes & Functions
4.2.1 Defining Processes
4.2.2 Defining Functions
4.2.3 Connecting Processes and Functions
4.3 Other Terminology
5.1 Service Transition
5.2 Objectives of Service Transition
5.3 Benefits of Service Transition
5.4 Interfaces to other Service Lifecycle Phases
6 Release, Control and Validation Processes___
6.1 Change Management
6.1.1 Goals and Objectives
6.1.2 Scope
6.1.3 Designing and Planning
6.1.4 Change Management Policies
6.1.5 Change Models
6.1.6 Triggers and Interfaces
6.1.7 Change Management Activities
6.1.8 Roles and Responsibilities within Change Management
6.1.9 Key Performance Indicators (KPIs) of Change Management
6.1.10 Challenges affecting Change Management
6.1.11 Relationship with Project Management
6.1.12 Typical Contents of Change Documentation
6.1.13 RACI Example for Managing Change
6.2 Release and Deployment Management
6.2.1 Goals and Objectives
6.2.2 Scope
6.2.3 Benefits
6.2.4 Terminology
6.2.5 Triggers and Interfaces
6.2.6 Release Design Options and Considerations
6.2.7 Release Policy
6.2.8 Release and Deployment Activities
6.2.9 Key Performance Indicators (KPIs) of Release & Deployment Management
6.3 Service Validation and Testing
6.3.1 Goals and Objectives
6.4 Scope
6.4.1 Benefits
6.4.2 Policies and Principles
6.4.3 Test Models
6.4.4 Testing Approaches and Techniques
6.4.5 Service Validation and Testing activities
6.4.6 Triggers and Interfaces
6.4.7 Key Performance Indicators (KPIs) of Service Validation and Testing
6.5 Service Evaluation
6.5.1 Goals and objectives
6.5.2 Scope
6.5.3 Benefits
6.5.4 Principles of Evaluation
6.5.5 Evaluation Activities
6.5.6 Triggers and Interfaces
6.5.7 Key Performance Indicators (KPIs) for Service Evaluation
6.6 Request Fulfilment
6.6.1 Goal and objectives
6.6.2 Scope
6.6.3 Benefits
6.6.4 Request Models
6.6.5 Request Fulfilment Activities
6.6.6 Triggers and Interfaces
6.6.7 Key Performance Indicators (KPIs) for Request Fulfilment
6.7 Service Asset and Configuration Management
6.7.1 Goal and objectives
6.7.2 Scope
6.7.3 Benefits
6.7.4 Policies and principles of Service Asset and Configuration Management
6.7.5 Terminology
6.7.6 The Configuration Management System (CMS)
6.7.7 Configuration Management Activities
6.7.8 Triggers and Interfaces
6.7.9 Roles and Responsibilities
6.7.10 Key Performance Indicators (KPIs) for Request Fulfilment
6.8 Knowledge Management
6.8.1 Goal and Objectives
6.8.2 Scope
6.8.3 Challenges faced by Knowledge Management
6.8.4 Policies and principles of Knowledge Management
6.8.5 The Service Knowledge Management System (SKMS)
SKMS: Service Knowledge Management System (SKMS):
6.8.6 Knowledge Management Activities
6.8.7 Triggers and Interfaces
6.8.8 Key Performance Indicators (KPIs) of Knowledge Management
7 Roles and Responsibilities for RCV___
7.1 Generic Roles
7.2 Roles within Service Transition
8 Technology Considerations___
8.1 Knowledge Management Tools
8.1.1 Communities
8.1.2 Collaboration
8.1.3 Workflow Management
9.1 The Continual Service Improvement Model
9.2 Managing Cultural Change
10 Service Transition Summary___
10.1 Service Transition Scenario
10.2 Review Questions
11 Checklist for RCV Practices___
11.1 Service Management as a Practice
11.2 Service Transition Principles
11.3 Service Transition Processes
11.4 Service Transition common operation activities
11.5 Organizing Service Transition
11.6 Service Transition Technology Considerations
11.7 Implementing Service Transition
12 Glossary___
13.1 ITIL® Certification Pathways
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ITIL V3 Release, Control and Validation

ITIL V3 Release, Control and Validation

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Published by Sugan Vijay

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Published by: Sugan Vijay on Jun 13, 2012
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03/11/2013

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