Introduction
to Service Management
- The benefits and importance of Service Management
- Service Management disciplines
- Service improvement programme
Configuration Management
- Basic principles of asset and configuration management
- The Configuration Management Database (CMDB)
- Data capture and audit
Service Desk/Incident Management
- Incident logging and management
- Service Desk options and procedures
- Incident classification and prioritisation
Problem Management
- Incident, Problem and Known Error Control
- Trend identification
- Problem reduction
Change Management
- Centralised change control
- Change Management processes
- Roles and Responsibilities
Release Management
- The Definitive Software Library
- Distribution and Implementation of software
- Legal and licensing issues
Service Level Management
- The Service Level Management process
- Typical contents of Service Level Agreements
- Monitoring, reporting and reviewing
Availability Management
- Availability of services
- Reliability and maintainability of the infrastructure
- Security, Confidentiality, Integrity and Availability
- Designing for high availability
Financial Management for IT Services
- Budgeting
- IT Accounting
- Charging for IT Services
Capacity Management
- Capacity forecasting
- The capacity plan
- Elements of Capacity Management
IT Service Continuity Management
- Risk Management
- Business Impact Analysis
- Contingency options and the IT Service Continuity
Plan
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