ITIL® Intermediate Lifecycle: Service Design (2011 Edition)
OSNOVA KURZU
1 - COURSE INTRODUCTION
2 - SERVICE DESIGN INTRODUCTION
3 - ORGANIZING FOR SERVICE DESIGN
4 - SERVICE DESIGN PRINCIPLES
Design Activities
Five Aspects of Service Design
5 - DESIGN COORDINATION
Purpose and objectives
Scope
Value to business
Policies, principles, 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 - SERVICE CATALOG MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, 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 - SERVICE LEVEL MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, 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 - AVAILABILITY MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, 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 - CAPACITY MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, 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
10 - IT SERVICE CONTINUITY MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, 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
11 - INFORMATION SECUITY MANAGMENT
Purpose and objectives
Scope
Value to business
Policies, principles, 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
12 - SUPPLIER MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, 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
13 - REQUIREMENTS ENGINEERING
14 - MANAGEMENT OF DATA AND INFORMATION
15 - MANAGEMENT OF APPLICATIONS
16 - TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
17 - IMPLEMENTING SERVICE DESIGN
18 - CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS
19 - ADDITIONAL SOURCES OF HELP
20 - SAMPLE DOCUMENTS AND TEMPLATES
21 - LIVING THE LIFECYCLE ASSIGNMENTS
22 - STUDY AND EXAM TAKING TIPS
23 - COURSE SYLLABUS
24 - KEY CONCEPTS REVIEW
25 - STUDY AIDS
26 - STUDY AIDS ANSWER KEY
27 - NOTE
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