ITI597 IT Infrastructure Library Foundation (8)

- be able to describe the IT service delivery and IT service support processes;
- be able to identify fundamental processes involved in IT service management and how to integrate them into a business' IT services model;
- be able to explain how the various processes can contribute to making an IT organization manageable;
- be able to describe control processes and their application;
- be able to identify the bottlenecks in control processes and initiate improvement actions;
- be able to determine which change processes will be necessary to successfully implement ITIL;
- be able to recognize and understand the key concepts of ITIL and relate them to the relevant control process.

ITIL introduction
Continuous improvement
Front-office versus back-office
Incident management
The difference between incidents, problems and known errors
Classification, prioritization and escalation
Reactive and proactive problem management
Configuration management
Configuration management database
Change management
Approving and scheduling changes
Release management
Release and distribution process
Release policies and types
Definitive software library
Service level and operational level agreements
Customer Relationship Management
Financial management
Budgeting, accounting and charging
Cost models and cost categorization
Cost recovery
Capacity database
Resource and performance management
Capacity planning
Reliability and maintainability
Resilience and serviceability
IT service continuity management
Risk analysis
Planning for potential disasters
Testing and executing continuity plans