1. Service Strategy
    • Financial Management
    • Service Portfolio Management
    • Demand Management
  2. Service Design
    • Service Level Management
    • Service Catalog Management
    • Availability Management
    • Capacity Management
    • Architecture Management
    • Information Security Management
    • IT Service Continuity Management
    • Supplier Management
  3. Service Transition
    • Change Management
    • SACM
    • Release and Deployment Management
    • Knowledge Management
  4. Service Operation
    • Event Management
    • Incident Management
    • Problem Management
    • Request Fulfillment
    • Access Management
    • Application Management
    • Technical Management
    • Facilities Management
  5. Continual Service Improvement
    • What should you measure?
    • What can you measure?
    • Gather data
    • Process data
    • Analyze data
    • Present and use information
    • Implement corrective action
  6. CSI Metric Types
    • Technology
    • Process
    • Service
  7. Four P's
    • People
    • Partners
    • Products
    • Processes
  8. Key Aspects of Service Design
    • Design of new or changed services
    • Design of the service portfolio
    • Design of IT architecture
    • Design of processes
    • Design of metrics
  9. Change Manager
    • Process: Change Management
    • Responsibility: Ensure that changes are evaluated, prioritized, and deployed in a controlled manner
  10. Configuration Manager
    Process: SACM

    Responsibility: Ensure that all documentation regarding configuration items is current and accurate.
  11. Service Asset Manager
    • Process: SACM
    • Responsibility: Maintain records about all of the company's service assets, which include information about inventory levels and the worth of all assets.
  12. Deployment Manager
    Process: Release and deployment management

    Responsibility: Oversee the planning and execution of the deployment of new releases for configuration items. Determine the best method of making releases available to the user base
  13. Risk-Evaluation Manager
    Process: Change management, release and deployment management

    Responsibility: Determine and evaluate the risks of introducing a change, as well as any risks posed by integrating a new release into the live environment
  14. Service Knowledge Manager
    Process: Knowledge Management

    Responsibility: Coordinating the collection, organization, and availability of all the organization's knowledge sources.
  15. Service Level Manager
    Process: Service Level Management

    Responsibility: Oversees the negotiations and management of SLAs and ensures they are met or exceeded.
  16. Service Catalog Manager
    Process: Service Catalog Management

    Responsibility: Ensures that the service catalog is maintained, has the most current information, and is available to all stakeholders
  17. Availability Manager
    Process: Availability Management

    Responsibility: Ensures that the service is meeting or exceeding all customer availability requirements as described in the SLA
  18. Capacity Management
    Process: Capacity Management

    Responsibility: Balances resources and costs so that the level of service is acceptable for users both now and in the future
  19. Security Manager
    Process: Information Security Management

    Responsibility: Defends the security of all of the organization's assets, information, and services.
  20. Service Continuity Management
    Process: IT Service Continuity Management

    Responsibility: Ensures that any critical interruptions to a service are resolved within a specific time frame
  21. Supplier Management
    Process: Supplier Management

    Responsibility: Manages relationships with all suppliers and ensures that their levels of service are sufficient for the organization to provide its own services
  22. IT governance
    Exerting control over the IT Service Lifecycle. Also includes communication between necessary parties about what is being controlled
  23. Corporate Governance
    Concerns how to best make sure that everything is transparent and accountable, and that risks are managed appropriately
  24. Business governance
    Concerns the performance side of the organization
  25. Enterprise governance
    Deals with the big picture as far as aligning strategic goals, and encapsulates corporate governance and business governance.
Card Set
Stages and Processes