IT Service Management (ITSM)

  1. ITSM Frameworks and Standards
    1. ITIL Framework
      1. ITIL Evolution
        1. ITIL v1 Background
          1. ITIL v2 Structure
            1. ITIL v3 Lifecycle Approach
              1. ITIL 4 Service Value System
              2. ITIL 4 Service Value System
                1. SVS Overview
                  1. SVS Components
                    1. SVS Integration
                    2. ITIL 4 Guiding Principles
                      1. Focus on Value
                        1. Start Where You Are
                          1. Progress Iteratively with Feedback
                            1. Collaborate and Promote Visibility
                              1. Think and Work Holistically
                                1. Keep It Simple and Practical
                                  1. Optimize and Automate
                                  2. ITIL 4 Governance
                                    1. Governance Structure
                                      1. Governing Body Roles
                                        1. Policies and Controls
                                          1. Compliance Management
                                          2. ITIL 4 Service Value Chain
                                            1. Plan
                                              1. Improve
                                                1. Engage
                                                  1. Design and Transition
                                                    1. Obtain and Build
                                                      1. Deliver and Support
                                                      2. ITIL 4 Practices
                                                        1. General Management Practices
                                                          1. Service Management Practices
                                                            1. Technical Management Practices
                                                            2. ITIL 4 Continual Improvement
                                                              1. Continual Improvement Model
                                                                1. Improvement Register
                                                                  1. Improvement Initiatives
                                                                2. Other ITSM Frameworks
                                                                  1. COBIT
                                                                    1. Governance Focus
                                                                      1. Management Objectives
                                                                        1. Process Reference Model
                                                                          1. Implementation Guidance
                                                                          2. ISO/IEC 20000
                                                                            1. Standard Requirements
                                                                              1. Service Management System
                                                                                1. Certification Process
                                                                                  1. Audit Requirements
                                                                                  2. VeriSM
                                                                                    1. Service Management Principles
                                                                                      1. Management Mesh
                                                                                        1. Organizational Context
                                                                                        2. SIAM
                                                                                          1. Multi-supplier Environment
                                                                                            1. SIAM Layers
                                                                                              1. SIAM Roles
                                                                                                1. Integration Challenges
                                                                                                2. FitSM
                                                                                                  1. Lightweight Approach
                                                                                                    1. Key Processes
                                                                                                      1. Implementation Requirements

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                                                                                                  1. Introduction to IT Service Management

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                                                                                                  3. Service Value System Components