Author(s): Ivanka Menken, Gerard Blokdijk
Language: English
Pages: 136
Title & Copyright
......Page 2
Write a Review
......Page 3
Foreword......Page 4
How to access the associated ISO/IEC 20000 Foundation eLearning Program......Page 5
Table of Contents......Page 6
1.1 What is IT Service Management?......Page 10
1.2 The Four Perspectives (Attributes) of ITSM......Page 11
1.3 What is ISO/IEC 20000?......Page 12
1.6 The ISO/IEC 20000 Standard......Page 13
1.7 Auditing & Certification......Page 14
1.8 Benefits of ISO/IEC 20000......Page 16
1.9 Associated Frameworks......Page 17
1.10 Other ISO Standards......Page 20
1.11 Roles & Responsibilities within ISO/IEC 20000......Page 21
1.12 Business and IT Alignment......Page 22
1.13 ISO/IEC 20000 Processes......Page 24
1.14 Introduction Review Questions......Page 25
2 Scoping......Page 28
3 Common Terminology......Page 30
4.1 PDCA......Page 34
5 Planning & Implementing New or Changed Services
......Page 40
5.1 Planning and Implementation Review Questions (Chapters 4 & 5)......Page 42
6.1 Service Level Management......Page 44
6.2 Service Reporting......Page 50
6.3 Service Continuity & Availability Management......Page 54
6.4 Budgeting & Accounting for IT Services......Page 62
6.5 Capacity Management......Page 68
6.6 Information Security Management......Page 74
7.1 Business Relationship Management......Page 80
7.2 Supplier Management......Page 86
8.2 Incident Management......Page 90
8.3 Problem Management......Page 96
9.1 Configuration Management......Page 102
9.2 Change Management......Page 110
10.1 Release Management......Page 116
11 Management of ISO/IEC 20000......Page 122
12 Answers to Review Questions......Page 128
13.1 ISO/IEC 20000 Certification Pathways......Page 132
13.2 ITIL® Certification Pathways......Page 133
14 ISO/IEC 20000 Foundation ExamTips......Page 134
15 References......Page 136
