Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Service Level Management Planning Capture Service Requirements Review/Update OLA and UPC Produce SLA SLA Projected Service Outage Availability Management Requirements Plan Implement SKMS
Service Catalouge
SERVICE DESIGN
Capacity Management Review Improve SKMS AMIS New Requirements Plan Maintain
Continuity Plan IT Service Continuity Capacity Plan SKMS CMIS Business Impact Analysis Requirements Strategy Plan Implement Review Innovation
Governance
Availability Plan
Information Security Define Policy Implement Monitor Analysis SKMS SMIS Security Policy
Business
Technical Supplier Management Strategy Policy Evaluation Contract Performance Report Performance Performance Report
Monitor Report
Risk Management
SERVICE STRATEGY
Service Portfolio Management Definition Analysis Authorisation SKMS Service Portfolio
SERVICE TRANSITION
Patterns of Business Activity SKMS CMS Organisation and RACI CMDBs Discovery Tools Service Asset & Configuration Planning & Identification Control Status Reporting Change Management Registration & Categorisation Assessment & Authorisation CAB
n Mo 28
SERVICE OPERATION
Self Service Service Desk Incident Management Identification & Logging Categorise Priortise Diagnose Resolution & Recovery Closure Service Improvement Proposals Request Model Customer Satisfaction Survey Problem Management Detect & Logging Request Fulfillment Logging Modelling Workflow Automation Fulfillment Closure Categorise Priortise Analysis & Diagnosis Resolution Closure Review SKMS
Alerts & Events Known Errors Problem Records Incident Records Service Requests
ROI
Event Management Design & Event Modelling System Configuration Service Monitoring Response & Closure Review
Security Policy
Plan & Control Schedule Changes Measurement & Reporting Service Evaluation Emergency Change Asset Store Release & Deployment Planning Preparation Definitive Media Libraries Build & Test Cycles Pilot & Deployment Retirement Early Life Support Release Review Patch Management Release Package
Access Management Request Logging Request Verification Provide Access Rights Restrict/Remove Access Rights Maintain Roles & Groups
Remediation Plans
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Service Reporting