| • | Understand how Service Management can facilitate
the alignment of IT process to business objectives.
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| • | Make high-level go/no-go decisions.
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| • | Service Desk/Incident Management
Incident logging and management
Help Desk options and procedures
Incident classification and prioritization
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| • | Change Management:-
Centralized Change Control
Change Management processes
Roles and Responsibilities
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| • | Availability Management
Availability, reliability, serviceability
Maintainability, security
Designing high availability
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| • | Understand the ITIL Service Management model
sufficiently to be able to discuss how it fits or could be adapted to their organization.
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| • | Service Level Management,
The Service Level Management process
Typical contents of SLAs
Monitoring, reporting and reviewing
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| • | Problem Management:-
Incident, Problem and Known Error Control
Trend identification
Problem reduction
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| • | Release Management:-
The Definitive Software Library
Distribution and Implementation
Legal and licensing issues
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| • | IT Service Continuity Management and Financial Management for IT Services
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