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    Itil ISO 20000 C T Itil ISO 20000 C T: ITIL V3 Foundation Study Guide

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    Nancy Haelterman
    Service Strategy is the Gulf's leading IT Service Management organization. We specialize in: Service Transition Change Management Service Design Service Catalog Management Service Level Management (SLM) Capacity Management Availability Management Information Security Management (ISM) Supplier Management Service Operation Incident Management Request Fulfillment Problem Management Access Management Processes Service Portfolio Management (SPM) Financial Management Demand Management Risk Management Service Asset and Configuration Mgmt (SACM) Release and Deployment Management Lifecycle Concepts RACI Matrix Business Case Service

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    Itil ISO 20000 C T Itil ISO 20000 C T: ITIL V3 Foundation Study Guide

    Uploaded by

    Nancy Haelterman
    82 views1 page
    Service Strategy is the Gulf's leading IT Service Management organization. We specialize in: Service Transition Change Management Service Design Service Catalog Management Service Level Management (SLM) Capacity Management Availability Management Information Security Management (ISM) Supplier Management Service Operation Incident Management Request Fulfillment Problem Management Access Management Processes Service Portfolio Management (SPM) Financial Management Demand Management Risk Management Service Asset and Configuration Mgmt (SACM) Release and Deployment Management Lifecycle Concepts RACI Matrix Business Case Service

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    V3Poster

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    Service Strategy is the Gulf's leading IT Service Management organization. We specialize in: Service Transition Change Management Service Design Service Catalog Management Service Level Management (SLM) Capacity Management Availability Management Information Security Management (ISM) Supplier Management Service Operation Incident Management Request Fulfillment Problem Management Access Management Processes Service Portfolio Management (SPM) Financial Management Demand Management Risk Management Service Asset and Configuration Mgmt (SACM) Release and Deployment Management Lifecycle Concepts RACI Matrix Business Case Service

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    82 views1 page

    Itil ISO 20000 C T Itil ISO 20000 C T: ITIL V3 Foundation Study Guide

    Uploaded by

    Nancy Haelterman
    Service Strategy is the Gulf's leading IT Service Management organization. We specialize in: Service Transition Change Management Service Design Service Catalog Management Service Level Management (SLM) Capacity Management Availability Management Information Security Management (ISM) Supplier Management Service Operation Incident Management Request Fulfillment Problem Management Access Management Processes Service Portfolio Management (SPM) Financial Management Demand Management Risk Management Service Asset and Configuration Mgmt (SACM) Release and Deployment Management Lifecycle Concepts RACI Matrix Business Case Service

    Copyright:

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    Download as PDF, TXT or read online from Scribd
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    ITIL V3 Foundation Study Guide


    Service Strategy
    Service Strategy

    SMME

    We are the Gulfs leading IT Service Management organization. Learn more about our training and consulting services at:

    We specialize in:

    We specialize in:

    www.smme.com
    Service Transition
    Change Management

    ITIL ISO 20000 C20000 C ITIL ISO OBIT


    Continual Service Improvement (CSI)
    7-Step Improvement

    Service Design
    Service Catalog Management Service Level Management (SLM) Capacity Management Availability Management IT Service Continuity Management (ITSCM) Information Security Management (ISM) Supplier Management

    Service Operation
    Incident Management Event Management Request Fulfillment Problem Management Access Management

    Processes

    Service Portfolio Management (SPM) Financial Management Demand Management Risk Management

    Service Asset & Configuration Mgmt (SACM) Release & Deployment Management

    Lifecycle Concepts

    RACI Matrix Business Case Service Portfolio Value Creation Utility & Warranty Service Model Capabilities & Resources Service Package & Service Level Package Chief Sourcing Officer Director of Service Management Contracts Manager

    The 4 Ps of Service Design SLAs, OLAs & Contracts Service Design Package The 5 Aspects of Service Design Technology & Architecture Design Availability Concepts

    DIKW Change Types The Service V Model

    Events, Alerts, Service Requests & Incidents Problems, Workarounds & Known Errors Known Error Database (KEDB) Achieving Balance The Role of Communication

    KPIs 4 Reasons to Measure 3 Types of Metrics Baseline The Role of IT Governance Technology Requirements

    IT Planner Availability Manager Capacity Manager Security Manager

    Service Design Mgr Service Level Manager Service Catalog Mgr Supplier Manager

    Change Manager Conf Mgmt Librarian Conf Mgmt Analyst CAB ECAB

    Service Asset Manager Configuration Manager Conf Mgmt Tool Admin Service Test Manager Service Transition Mgr

    Service Desk Manager Service Desk Analyst Technical Manager IT Operations Manager Applications Manager Incident Manager Problem Manager

    CSI Manager Business Process Owner Service Manager Service Owner

    Roles

    Product Manager Process Owner Business Representative

    IT Designer/Architect IT Service Continuity Manager

    Risk Evaluation Manager Release & Deployment Manager Service Knowledge Manager Release Packaging & Build Manager

    General Concepts
    Qualification Scheme The Service Lifecycle Model

    Tools & Technology


    Capacity Mgmt Information System (CMIS) Availability Mgmt Information System (AMIS) Security Mgmt Information System (SMIS) Application Portfolio Technology & Architecture Design Requirements Portfolio Business Service Catalog Technical Service Catalog

    Tools & Technology


    Configuration Management Database (CMDB) Definitive Media Library (DML) Configuration Management System (CMS) Service Knowledge Management System (SKMS)

    Functions
    Service Desk Technical Management IT Operations Management Application Management

    Tools & Technology


    The Deming Cycle CSI Model

    Others

    Parties Involved The Process Model Service Service Management Good Practice Functions & Roles

    Version 1

    2008 SMME. All rights reserved.

    ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

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