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