ITIL® Intermediate Lifecycle: Service Operations (2011 Edition)
OSNOVA KURZU
1 - CLASS INTRODUCTION
2 - SERVICE OPERATION INTRODUCTION
3 - SERVICE OPERATION PRINCIPLES
4 - OPERATIONAL STAFF INVOLVEMENT IN OTHER SERVICE LIFECYCLE STAGES
5 - IMPLEMENTING SERVICE OPERATION
6 - SERVICE OPERATION ROLES AND ORGANIZATIONAL STRUCTURES
7 - SERVICE OPERATION TECHNOLOGY
8 - SERVICE OPERATIONS FUNCTIONS
Service Desk
Technical Management
Application Management
IT Operations Management
9 - EVENT 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 - INCIDENT 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 - REQUEST FULFILLMENT
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 - PROBLEM 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 - ACCESS 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
14 - SERVICE OPERATION COMMON ACTIVITIES
Monitoring and Control
IT Operations
Server and Mainframe Management and Support
15 - OPERATIONAL ACTIVITIES OF PROCESSES COVERED IN OTHER LIFECYCLE PHASES
16 - ADDITIONAL SOURCES OF INFORMATION
17 - LIVING THE LIFECYCLE ASSIGNMENTS
18 - STUDY AND EXAM TAKING TIPS
19 - COURSE SYLLABUS
20 - KEY CONCEPTS REVIEW
21 - STUDY AIDS
22 - STUDY AIDS ANSWER KEY
23 - NOTE
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