ITIL v3: Foundation Seminar - Training - Zertifizierungsseminar

■ Service-Management
- Prozess und Qualitäts-Management
- Entstehung ITILv3
■ Service Lifecycle
- ITIL als generisches Modell
- Vom Organigramm zur Prozessorientierung
■ Konzepte
- Grundlegende Definitionen
- Utility, Warranty, Service Assets etc.
- Die fünf Kernbücher im Überblick
■ Service Strategy-Prozesse
- Strategiebildung
- Service Portfolio Management
- Demand Management
- Financial Management
■ Service Design
- Service Level Management
- Service Catalogue Management
- Availability Management
- Information Security Management
- Supplier Management
- Capacity Management
- IT Service Continunity Management
■ Service Transition
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
■ Service Operation
- Incident Management
- Event Management
- Request Fulfilment
- Problem Management
- Access Management
■ Service Management-Techniken
■ Continual Service Improvement
- 7 Step Improvement Process
- Nachhaltige Verbesserungen
■ Case Study Configuration Management