ITIL® Intermediate Capabilities: Operational Support & Analysis (2011 Edition)
OSNOVA KURZU
1 - COURSE INTRODUCTION
2 - OSA INTRODUCTION
3 - OSA FUNCTIONS
The Service Desk
Technical Management
IT Operations Management
Application Management
4 - EVENT MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
5 - INCIDENT MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
6 - REQUEST FULFILLMENT
Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
7 - PROBLEM MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
8 - ACCESS MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
9 - TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
10 - CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS
11 - ADDITIONAL SOURCES OF INFORMATION
12 - LIVING THE LIFECYCLE ASSIGNMENTS
13 - STUDY AND EXAM TAKING TIPS
14 - COURSE SYLLABUS
15 - KEY CONCEPTS REVIEW
16 - STUDY AIDS
17 - STUDY AIDS ANSWER KEY
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