IT Service Management (ITSM)

  1. ITSM Practices
    1. General Management Practices
      1. Architecture Management
        1. Enterprise Architecture
          1. Solution Architecture
            1. Technology Architecture
              1. Architecture Standards
              2. Continual Improvement
                1. Improvement Planning
                  1. Improvement Implementation
                    1. Measurement and Evaluation
                      1. Improvement Culture
                      2. Information Security Management
                        1. Security Policies
                          1. Security Controls
                            1. Risk Assessment
                              1. Incident Response
                              2. Knowledge Management
                                1. Knowledge Strategy
                                  1. Knowledge Capture
                                    1. Knowledge Storage
                                      1. Knowledge Sharing
                                        1. Knowledge Maintenance
                                        2. Measurement and Reporting
                                          1. Metrics Definition
                                            1. Data Collection
                                              1. Analysis and Reporting
                                                1. Performance Dashboards
                                                2. Organizational Change Management
                                                  1. Change Strategy
                                                    1. Change Planning
                                                      1. Change Implementation
                                                        1. Change Evaluation
                                                        2. Portfolio Management
                                                          1. Portfolio Strategy
                                                            1. Portfolio Planning
                                                              1. Portfolio Optimization
                                                                1. Portfolio Governance
                                                                2. Project Management
                                                                  1. Project Initiation
                                                                    1. Project Planning
                                                                      1. Project Execution
                                                                        1. Project Monitoring
                                                                          1. Project Closure
                                                                          2. Relationship Management
                                                                            1. Stakeholder Identification
                                                                              1. Relationship Building
                                                                                1. Relationship Maintenance
                                                                                  1. Relationship Evaluation
                                                                                  2. Risk Management
                                                                                    1. Risk Identification
                                                                                      1. Risk Analysis
                                                                                        1. Risk Treatment
                                                                                          1. Risk Monitoring
                                                                                          2. Service Financial Management
                                                                                            1. Financial Planning
                                                                                              1. Budgeting
                                                                                                1. Accounting
                                                                                                  1. Charging
                                                                                                  2. Strategy Management
                                                                                                    1. Strategy Development
                                                                                                      1. Strategy Communication
                                                                                                        1. Strategy Implementation
                                                                                                          1. Strategy Review
                                                                                                          2. Supplier Management
                                                                                                            1. Supplier Strategy
                                                                                                              1. Supplier Selection
                                                                                                                1. Contract Management
                                                                                                                  1. Supplier Performance
                                                                                                                  2. Workforce and Talent Management
                                                                                                                    1. Workforce Planning
                                                                                                                      1. Recruitment
                                                                                                                        1. Skills Development
                                                                                                                          1. Performance Management
                                                                                                                        2. Service Management Practices
                                                                                                                          1. Availability Management
                                                                                                                            1. Availability Planning
                                                                                                                              1. Availability Design
                                                                                                                                1. Availability Testing
                                                                                                                                  1. Availability Monitoring
                                                                                                                                  2. Business Analysis
                                                                                                                                    1. Requirements Analysis
                                                                                                                                      1. Business Case Development
                                                                                                                                        1. Solution Assessment
                                                                                                                                          1. Benefits Realization
                                                                                                                                          2. Capacity and Performance Management
                                                                                                                                            1. Capacity Planning
                                                                                                                                              1. Performance Monitoring
                                                                                                                                                1. Capacity Optimization
                                                                                                                                                  1. Performance Tuning
                                                                                                                                                  2. Change Enablement
                                                                                                                                                    1. Change Strategy
                                                                                                                                                      1. Change Assessment
                                                                                                                                                        1. Change Authorization
                                                                                                                                                          1. Change Implementation
                                                                                                                                                          2. Incident Management
                                                                                                                                                            1. Incident Detection
                                                                                                                                                              1. Incident Logging
                                                                                                                                                                1. Incident Categorization
                                                                                                                                                                  1. Incident Investigation
                                                                                                                                                                    1. Incident Resolution
                                                                                                                                                                      1. Incident Closure
                                                                                                                                                                      2. IT Asset Management
                                                                                                                                                                        1. Asset Strategy
                                                                                                                                                                          1. Asset Planning
                                                                                                                                                                            1. Asset Procurement
                                                                                                                                                                              1. Asset Deployment
                                                                                                                                                                                1. Asset Operation
                                                                                                                                                                                  1. Asset Disposal
                                                                                                                                                                                  2. Monitoring and Event Management
                                                                                                                                                                                    1. Monitoring Strategy
                                                                                                                                                                                      1. Event Detection
                                                                                                                                                                                        1. Event Filtering
                                                                                                                                                                                          1. Event Correlation
                                                                                                                                                                                            1. Event Response
                                                                                                                                                                                            2. Problem Management
                                                                                                                                                                                              1. Problem Identification
                                                                                                                                                                                                1. Problem Investigation
                                                                                                                                                                                                  1. Problem Diagnosis
                                                                                                                                                                                                    1. Problem Resolution
                                                                                                                                                                                                      1. Problem Closure
                                                                                                                                                                                                      2. Release Management
                                                                                                                                                                                                        1. Release Strategy
                                                                                                                                                                                                          1. Release Planning
                                                                                                                                                                                                            1. Release Building
                                                                                                                                                                                                              1. Release Testing
                                                                                                                                                                                                                1. Release Deployment
                                                                                                                                                                                                                2. Service Catalog Management
                                                                                                                                                                                                                  1. Catalog Strategy
                                                                                                                                                                                                                    1. Catalog Design
                                                                                                                                                                                                                      1. Catalog Population
                                                                                                                                                                                                                        1. Catalog Maintenance
                                                                                                                                                                                                                          1. Catalog Access
                                                                                                                                                                                                                          2. Service Configuration Management
                                                                                                                                                                                                                            1. Configuration Strategy
                                                                                                                                                                                                                              1. Configuration Identification
                                                                                                                                                                                                                                1. Configuration Control
                                                                                                                                                                                                                                  1. Configuration Verification
                                                                                                                                                                                                                                    1. Configuration Audit
                                                                                                                                                                                                                                    2. Service Continuity Management
                                                                                                                                                                                                                                      1. Continuity Strategy
                                                                                                                                                                                                                                        1. Business Impact Analysis
                                                                                                                                                                                                                                          1. Risk Assessment
                                                                                                                                                                                                                                            1. Continuity Planning
                                                                                                                                                                                                                                              1. Continuity Testing
                                                                                                                                                                                                                                              2. Service Design
                                                                                                                                                                                                                                                1. Design Strategy
                                                                                                                                                                                                                                                  1. Requirements Analysis
                                                                                                                                                                                                                                                    1. Service Solution Design
                                                                                                                                                                                                                                                      1. Design Coordination
                                                                                                                                                                                                                                                      2. Service Desk
                                                                                                                                                                                                                                                        1. Service Desk Strategy
                                                                                                                                                                                                                                                          1. Service Desk Structure
                                                                                                                                                                                                                                                            1. Service Desk Staffing
                                                                                                                                                                                                                                                              1. Service Desk Operations
                                                                                                                                                                                                                                                                1. Service Desk Performance
                                                                                                                                                                                                                                                                2. Service Level Management
                                                                                                                                                                                                                                                                  1. Service Level Strategy
                                                                                                                                                                                                                                                                    1. Service Level Requirements
                                                                                                                                                                                                                                                                      1. Service Level Agreements
                                                                                                                                                                                                                                                                        1. Service Level Monitoring
                                                                                                                                                                                                                                                                          1. Service Level Reporting
                                                                                                                                                                                                                                                                          2. Service Request Management
                                                                                                                                                                                                                                                                            1. Request Strategy
                                                                                                                                                                                                                                                                              1. Request Catalog
                                                                                                                                                                                                                                                                                1. Request Fulfillment
                                                                                                                                                                                                                                                                                  1. Request Tracking
                                                                                                                                                                                                                                                                                  2. Service Validation and Testing
                                                                                                                                                                                                                                                                                    1. Test Strategy
                                                                                                                                                                                                                                                                                      1. Test Planning
                                                                                                                                                                                                                                                                                        1. Test Design
                                                                                                                                                                                                                                                                                          1. Test Execution
                                                                                                                                                                                                                                                                                            1. Test Evaluation
                                                                                                                                                                                                                                                                                          2. Technical Management Practices
                                                                                                                                                                                                                                                                                            1. Deployment Management
                                                                                                                                                                                                                                                                                              1. Deployment Strategy
                                                                                                                                                                                                                                                                                                1. Deployment Planning
                                                                                                                                                                                                                                                                                                  1. Deployment Execution
                                                                                                                                                                                                                                                                                                    1. Deployment Verification
                                                                                                                                                                                                                                                                                                    2. Infrastructure and Platform Management
                                                                                                                                                                                                                                                                                                      1. Infrastructure Strategy
                                                                                                                                                                                                                                                                                                        1. Infrastructure Planning
                                                                                                                                                                                                                                                                                                          1. Infrastructure Provisioning
                                                                                                                                                                                                                                                                                                            1. Infrastructure Monitoring
                                                                                                                                                                                                                                                                                                              1. Infrastructure Maintenance
                                                                                                                                                                                                                                                                                                              2. Software Development and Management
                                                                                                                                                                                                                                                                                                                1. Development Strategy
                                                                                                                                                                                                                                                                                                                  1. Development Planning
                                                                                                                                                                                                                                                                                                                    1. Development Execution
                                                                                                                                                                                                                                                                                                                      1. Application Support
                                                                                                                                                                                                                                                                                                                        1. Application Maintenance

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                                                                                                                                                                                                                                                                                                                    3. Service Value System Components

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                                                                                                                                                                                                                                                                                                                    5. Key ITSM Processes Deep Dive