7print.bg = 1 принтиране + 2 плотиране + 3 подвързване + 4 чаши + 5 тениски + 6 книгоиздаване + 7 рекламни м-ли 088 682 47 47
Категории
ITIL Foundation with case study

ITIL Foundation with case study

Сумата се прибавя директно в кошницата
19.50лв


Contents
Overview — ITIL® Foundation for IT Service Management....................... Overview-1
 
Course introductions....................................................................Overview-2
 
Health and safety ......Overview-3
 
Logistics and refreshments ......Overview-4
 
Course format.. . Overview-5
 
) Agenda ....Overview-6
 
Timing Overview-7
 
Exam format and details Overview-8
 
Personal introductions Overview-9
Module 1 - Service Management as a Practice 1-1
 
CIO challenges today . 1-2
 
What is an IT Service? 1-3
 
As seen by ITIL V2 service managers 1-4
 
As seen by users 1-5
 
As seen by the CEO and CIO 1-6
 
Forma! Definition of a Service 1-7
Conversation about the definition and meaning of services
 
Internal and external services
 
Classification of services
 
) How do organizations manage services?
 
Best Practice
 
Stakeholders in service management
 
Internal and external customers
 
ITIL Definition of Service Management
 
Process
 
A Process Model
 
Characteristics of a process
 
Automating Processes
 
Functions and Roles
 
Process roles
The ITIL Service Lifecycle 1-32
 
Service Strategy 1-34
 
Service Design 1-36
 
Service Transition  1-37
 
Service Operation 1-38
 
Continual Service Improvement 1-40
 
The ITIL Service Lifecycle 1-41
 
Learning check 1-42

 

Module 2 - Service Strategy...........................................................................2-1
 
Service Strategy - Summary 2-2
 
Service Strategy - Purpose and objectives ..................................................2-3
 
Service Strategy - Scope......................................................................... 2-4
 
Service Strategy - Value to the business .....................................................2-5
 
Utility and Warranty 2-6
 
Assets, Resources and Capabilities.......... ..........2-8
 
Value Creation - components of value 2-9
 
Value Creation - economic vaiue of a service 2-10
 
Patterns of Business Activity 2-11
 
Service Provider       2-13
 
Risk Analysis and Management 2-14
 
Service Portfolio Management ~ Summary     2-16
 
Service Portfolio Management - Purpose and objectives   2-17
 
Service Portfolio Management - Scope   2-18
 
The Service Portfolio 2-19
 
Financial Management for IT Services - Summary   2-21
 
Financial Management for IT Services - Purpose and objectives   2-22
 
Financial Management for IT Services - Scope        2-23
 
Financial Management for IT Services - Business Case 2-25
 
Business Relationship Management - Summary   2-26
 
Business Relationship Management - Purpose      2-27
 
Business Relationship Management - Objectives       2-28
 
Business Relationship Management - Scope     2-29
 
Learning check 2-31
 
Module 3 - Service Design       3-1
 
Service Design - Summary      ..3-2
 
Service Design - Purpose and objective   3-3
 
Service Design - Scope 3-4
 
Service Design - Value to Business   3-5
 
Scope of Service Design - "The Four Ps" 3-6
 
Service Design Package (SDP)    3-7
 
5 major aspects of Service Design 3-9
 
Service Design Processes     3-11
 
Design Coordination         3-12
 
Design Coordination - Purpose and Objectives 3-13
 
Design Coordination - Scope         3-14
 
Service Catalog Management           3-15
 
Service Catalog Management - Purpose and objective....    3-16
 
Service Catalog Management - Scope     3-17
 
Service Catalog Management - The service portfolio and its contents 3-18
 
Service Catalog Management - Service and catalog structure 3-20
 
Service Catalog Management - Sample catalog presentation: two-view 3-22
 
Service Catalog Management - Sample catalog presentation: three-view ....3-23

 

Service Level Management ..........................3-25
 
Service Level Management - Purpose and objectives 3-27
 
Service Level Management - Scope..........................................................3-28
 
SLM and Business Relationship Management 3-29
 
Service Level Management - Basic concepts............................................. 3-30
 
SLM - Multi-level SLAs ............................................................................ 3-32
 
Service Level Management - Activities     3-34
 
Service Level Management - Example SLA monitoring chart........... 3-37
 
Service Level Management - Interfaces       3-38
 
Availability Management 3-40
 
Availability Management - Purpose and objectives .3-41
 
Availability Management - Basic concepts (1 of 6)   3-42
 
Availability Management - Basic concepts (2 of 6)     3-44
 
Availability Management - Basic concepts (3 of 6)     3-45
 
Availability Management - Basic concepts (4 of 6)    3-47
 
Availability Management - Basic concepts (5 of 6)     3-48
 
Availability Management - Basic concepts (6 of 6) 3-49
 
Information Security Management     3-50
 
Information Security Management - Purpose and objectives 3-51
 
Information Security Management - Scope ....3-52
 
Information Security Management - IS Policy      3-53
 
Supplier Management 3-54
 
Supplier Management - Purpose and objectives 3-55
 
Supplier Management - Scope 3-56
 
Supplier Management - Suppliers and Contracts 3-57
 
Supplier Management - Supplier Categories 3-59
 
Capacity Management 3-61
 
Capacity Management - Purpose and objectives 3-62
 
Capacity Management - Capacity Plan 3-63
 
Capacity Management - Sub-process 3-64
 
IT Service Continuity Management (ITSCM) 3-65
 
ITSCM - Purpose 3-66
 
ITSCM - Objectives 3-67
 
ITSCM - BIA and Risk Assessment 3-68
 
Learning check 3-70
 
Module 4 - Service Transition 4-1
 
Service Transition - Summary 4-2
 
Service Transition - Purpose and objectives 4-4
 
Service Transition - Scope 4-5
 
Service Transition - Value to Business 4-6
 
Knowledge Management 4-7
 
Knowledge Management - Purpose, Goal, Objectives 4-8
 
Knowledge Management - DIKW 4-10
 
Service Knowledge Management System 4-12

 

Transition Planning arid Support...... 4-14
 
Transition Planning and Support - Purpose and objectives.............. .......4-15
 
Transition Planning and Support - Scope................................................. 4-16
 
Change Management........;.;........;............;..,........;....;............   447
 
Change Management - Purpose and Objectives....................................... 4-19
 
Change Management - Scope .;; 4-20
 
Change - Basic concepts (1 of 5) 4-21
 
Change - Basic concepts (2 of 5)           .4-22
 
Change - Basic concepts (3 of 5)       ...4-24
 
Change - Basic concepts (4 of 5)     ....4-25
 
Change - Basic concepts (5 of 5)       .......4-27
 
Change - Livecycle of a normal change................................... 4-28
 
7 Rs of Change Management 4-35
 
Change - Roles   4-36
 
Change - Interfaces   4-38
 
Service Asset and Configuration Management (SACM) 4-41
 
SACM - Purpose and objectives     4-42
 
SACM - Scope   4-43
 
SACM - Configuration Item (Cl)     4-45
 
SACM - Types of Cl   4-46
 
SACM - Logical Configuration Model       4-47
 
SACM - Configuration Management System     4-48
 
SACM - Definitive Media Library (DML)     4-50
 
SACM - DML and CMDB relationship       4-52
 
Release and Deployment Management       4-53
 
Release and Deployment - Purpose/Objectives/Scope   4-54
 
Release and Deployment - Release Policy   4-56
 
Four Phases of Release and Deployment 4-58
 
Learning check 4-60
 
Module 5 - Service Operation 5-1
 
Service Operation - Summary 5-2
 
Service Operation - Purpose and Objectives       5-3
 
Service Operation - Scope    5-4
 
Service Operation - Value to the Business     5-5
 
Service Operation - the Role of Communication   5-6
 
Service Operation Processes and Functions     5-8
 
Event Management 5-9
 
Event Management - Purpose and Objectives 5-10
 
Event Management - Scope ..5-11
 
Event Management - Definitions 5-12
 
Incident Management 5-13
 
Incident Management - Purpose 5-14
 
Incident Management - Objective. 5-15
 
Incident Management - Scope 5-16
Incident. Management - Basic concepts..................................................... 5-17
 
Incident Management - Activities (1 of 2).................................................5-20
 
Incident Management - Activities (2 of 2) ................................................5-22
 
) Incident Management - Impact, Urgency, and Priority ...............................5-25
 
Incident Management - Interfaces.............................................i...............5-27
 
Request Fulfillment .. . 5-29
 
Request Fulfillment - Purpose...... 5-30
 
Request Fulfillment - Objectives.... 5-31
 
Request Fulfillment - Scope. 5-32
 
Problem Management 5-34
 
Problem Management - Purpose 5-35
 
Problem Management - Objectives 5-36
 
Problem Management - Scope 5-37
 
) Problem Management - Basic concepts       5-38
 
Problem Management - Reactive Problem Management Process (1 of 2) 5-40
 
Problem Management - Reactive Problem Management Process (2 of 2) .... 5-43
 
Problem Management - Interfaces 5-46
 
Access Management 5-48
 
j Access Management - Purpose and Objectives   5-49
 
Access Management - Scope 5-50
 
^ Service Operation functions.. 5-51
 
Service Desk 5-54
 
Service Desk - Objectives 5-55
 
! Service Desk Structures           5-56
 
Technical Management.... 5-58
 
Technical Management - Objectives   5-59
 
IT Operations Management 5-60
 
IT Operations Management - Objectives 5-63
 
* Application Management 5-64
 
Application Management - Objectives 5-66
 
Learning check      5-67
Module 6 - Continual Service Improvement ...6-1
 
Continual Service Improvement (CSI) - Summary........................................ 6-2
 
CSI - Purpose 6-3
 
i CSI - Objectives 6-4
 
CSI - Scope 6-5
 
CSI - Value to the business... 6-7
 
Continual Service Improvement Approach 6-8
 
The Deming Cycle (Plan, Do, Check, Act) 6-10
 
CSI Register... 6-12
 
Example CSI Register.. 6-13
 
What is Service Measurement? 6-14
 
—< Baselines. 6-15
 
CSFs, KPIs, and Metrics 6-16
Types of metrics 6-18
 
RAC! Mode! 6-20
 
Example RAC1 Model ............................................................................6-21
 
Role - Service Owner................................... ....:.:.........:............. 6-23
 
Governance . . 6-24
 
The Seven-Step improvement Process - Purpose and objectives............... 6-25
 
The Seven-Step Improvement Process - Scope 6-26
 
The Seven-Step Improvement Process 6-27
 
Learning check .......6-29
 
Module 7 - ITIL® Qualification Scheme... 7-1
 
ITIL Qualification Scheme .... ...7-2
 
Apendix A - Competence and Training A-l
 
Competence and skills for service management A-2
 
Competence and skills framework A-4
 
Training A-5
 
Training from HP A-6
`