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Index
Getting Started
Service Management as a Practice
Overview
Issues Facing IT
Evolving Role of IT
What are Services?
Service Management
Geppetto Garcia’s Gift Card Service
Introduction to ITIL®
Good Practices
What is ITIL®?
ITIL® 2011
The Success of ITIL®
ITIL® and Other Standards
The ITIL® Core
Service Lifecycle
5 Core Volumes
Detailed Service Lifecycle Model
Processes, Functions and Roles
Overview
Processes
Functions
Roles
RACI Model
RACI Model Potential Pitfalls
Service Strategy Overview
Developing a Strategy
Overview
Geppetto Garcia’s
Activities
Define the Market
Develop the Offerings
Develop Strategic Assets
Prepare for Execution
Service Strategy Processes
Service Portfolio Management
Geppetto Garcia’s
Overview
Key Points
Service Portfolio
Business Case
Managing Risk
Activities
Demand Management
Overview
Demand of the Gift Card Service
Key Concepts
Tactical Demand Management
Strategic Demand Management
Demand Management Through the Lifecycle
Financial Management for IT Services
Overview
Financial Management at Geppetto Garcia’s
Business Value
Key Concepts
Cost Classifications
Activities
Business Relationship Management
Overview
Scope
Service Design Overview
Service Design Processes
Design Coordination
Overview
Purpose and Objectives
Activities
Service Catalog Management
Overview
Purpose
Key Concepts
Two-view service catalog
Three-view Service Catalog
Roles
Service Level Management
Geppetto Garcia’s
Overview
Purpose
Objectives
Scope
Key Concepts
Service Level Agreements
Service Level Requirement
Service Level Target
Operational Level Agreements
Underpinning Contracts
Activities
Roles
Service Level Management Process Relationships
Availability Management
Overview
Purpose
Key Concepts
Vital Business Functions
Expanded Incident Lifecycle
Activities
Availability Management Information System
Capacity Management
Overview
Purpose and Objectives
Capacity Plan
Information Security Management
Overview
Purpose
Key Concepts
Information Security Framework
Information Security Management System
Policies
Activities
Supplier Management
Overview
Purpose and Objectives
Key Concepts
Underpinning Contracts
Supplier and Contract Management Information System (SCMIS)
Activities
IT Service Continuity Management
Overview
Purpose and Objectives
Activities
Service Transition Overview
Service Transition Processes
Transition Planning and Support
Overview
Purpose
Value to Business
Activities
Change Management
Overview
Purpose
Value to Business
Key Concepts
7 Rs of Change Management
Change Priority
Types of Change
Change Advisory Board
Emergency Changes
Change Models
Remediation Planning
Change Documentation
Overall Activities
Process Activities
Change Management Process Relationships
Service Asset and Configuration Management
Overview
Purpose and Objectives
Key Concepts
Configuration Model
Configuration Management System
Configuration Item
Configuration Baselines
Roles
Release and Deployment Management
Overview
Purpose and Objectives
Key Concepts
Release Options and Considerations
Coordinating Release and Deployment
Phases of Release
Release and Deployment Planning
Release Build and Test
Deployment
Review and Close
Roles
Release and Deployment Manager
Release Packaging and Build Manager
Deployment Manager
Knowledge Management
Overview
Purpose and Objectives
Key Concepts
Knowledge Spiral/D-I-K-W Model
Service Knowledge Management System
Activities
Service Operation Overview
Service Operation Processes
Event Management
Geppetto Garcia’s
Overview
Purpose and Objectives
Key Concepts
Event Types
Activities
Incident Management
Geppetto Garcia’s
Overview
Purpose and Objectives
Business Value
Key Concepts
Incident
Timescales
Incident Models
Major Incidents
Escalation
Activities
Request Fulfillment
Geppetto Garcia’s
Overview
Purpose and Objectives
Key Concepts
Request Models
Roles
Problem Management
Geppetto Garcia’s
Overview
Purpose and Objectives
Value to Business
Problem
Problem Models
Known Error Database
Tools and Techniques
Activities
Other Activities
Access Management
Overview
Purpose and Objectives
Value to Business
Key Concepts
Activities
Roles
Service Operation Functions
Service Desk
Overview
Key Concepts
Service Desk Structures
Service Desk Considerations
Service Desk Staffing Considerations
Activities
Key Performance Indicators
Critical Success Factors
Technical Management
Overview
Objectives
Dual Role
Organizational Considerations
Application Management
Overview
Objectives
Dual Role
Organizational Considerations
IT Operations Management
Overview
Characteristics
Operations Control and Facilities Management
Organizational Overlap
Continual Service Improvement
Continual Service Improvement Process
7-step improvement process
Overview
Purpose
Key Concepts
Activities
Tool and Technology Considerations
Section Review Answers
Comprehension Sample Answers
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