Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Day 1
1. Service
2. Utility
3. Warranty
4. Customer
5. User
6. Service management
7. Sponsor
1. Cost
2. Value
3. Organization
4. Outcome
5. Output
6. Risk
7. Utility
8. Warranty
1. Service offering
2. Service relationship management
3. Service provision
4. Service consumption
1. Focus on value
2. Start where you are
3. Progress iteratively with feedback
4. Collaborate and promote visibility
5. Understand the activities of the service value chain, and how they
interconnect
5.1 Describe the interconnected nature of the service value chain and how this supports
value streams
1. Plan
2. Improve
3. Engage
4. Design & transition
5. Obtain/build
6. Deliver & support
Day 2
1. IT asset
2. Event
3. Configuration item
4. Change
5. Incident
6. Problem
7. Known error