IT Service Management (ITSM)

  1. Key ITSM Processes Deep Dive
    1. Service Strategy Processes
      1. Service Portfolio Management
        1. Service Pipeline
          1. Service Catalog
            1. Retired Services
            2. Financial Management for IT Services
              1. Budgeting
                1. IT Accounting
                  1. Chargeback
                    1. Return on Investment
                    2. Demand Management
                      1. Demand Patterns
                        1. User Profiles
                          1. Demand Forecasting
                          2. Business Relationship Management
                            1. Customer Portfolio
                              1. Stakeholder Management
                                1. Customer Satisfaction
                              2. Service Design Processes
                                1. Design Coordination
                                  1. Design Activities
                                    1. Design Reviews
                                      1. Design Handover
                                      2. Service Catalog Management
                                        1. Business Service Catalog
                                          1. Technical Service Catalog
                                            1. Service Catalog Maintenance
                                            2. Service Level Management
                                              1. Service Level Requirements
                                                1. Service Level Agreements
                                                  1. Operational Level Agreements
                                                    1. Underpinning Contracts
                                                    2. Availability Management
                                                      1. Availability Requirements
                                                        1. Availability Design
                                                          1. Availability Planning
                                                            1. Availability Improvement
                                                            2. Capacity Management
                                                              1. Business Capacity Management
                                                                1. Service Capacity Management
                                                                  1. Component Capacity Management
                                                                  2. IT Service Continuity Management
                                                                    1. Business Impact Analysis
                                                                      1. Risk Assessment
                                                                        1. Continuity Strategy
                                                                          1. Continuity Plans
                                                                          2. Information Security Management
                                                                            1. Security Policy
                                                                              1. Security Controls
                                                                                1. Security Monitoring
                                                                                2. Supplier Management
                                                                                  1. Supplier Categorization
                                                                                    1. Supplier Assessment
                                                                                      1. Supplier Development
                                                                                    2. Service Transition Processes
                                                                                      1. Transition Planning and Support
                                                                                        1. Transition Strategy
                                                                                          1. Transition Plans
                                                                                            1. Transition Support
                                                                                            2. Change Management
                                                                                              1. Change Types
                                                                                                1. Change Models
                                                                                                  1. Change Advisory Board
                                                                                                    1. Change Schedule
                                                                                                    2. Service Asset and Configuration Management
                                                                                                      1. Configuration Items
                                                                                                        1. Configuration Management Database
                                                                                                          1. Configuration Baseline
                                                                                                          2. Release and Deployment Management
                                                                                                            1. Release Policy
                                                                                                              1. Release Design
                                                                                                                1. Release Build and Test
                                                                                                                  1. Release Deployment
                                                                                                                  2. Service Validation and Testing
                                                                                                                    1. Test Models
                                                                                                                      1. Test Categories
                                                                                                                        1. Test Execution
                                                                                                                        2. Change Evaluation
                                                                                                                          1. Evaluation Planning
                                                                                                                            1. Evaluation Execution
                                                                                                                              1. Evaluation Reports
                                                                                                                              2. Knowledge Management
                                                                                                                                1. Data-Information-Knowledge-Wisdom
                                                                                                                                  1. Knowledge Management Strategy
                                                                                                                                    1. Knowledge Transfer
                                                                                                                                  2. Service Operation Processes
                                                                                                                                    1. Event Management
                                                                                                                                      1. Event Types
                                                                                                                                        1. Event Detection
                                                                                                                                          1. Event Filtering
                                                                                                                                            1. Event Correlation
                                                                                                                                            2. Incident Management
                                                                                                                                              1. Incident Models
                                                                                                                                                1. Incident Prioritization
                                                                                                                                                  1. Incident Escalation
                                                                                                                                                    1. Major Incident Procedure
                                                                                                                                                    2. Request Fulfillment
                                                                                                                                                      1. Request Models
                                                                                                                                                        1. Request Catalog
                                                                                                                                                          1. Request Workflow
                                                                                                                                                          2. Problem Management
                                                                                                                                                            1. Reactive Problem Management
                                                                                                                                                              1. Proactive Problem Management
                                                                                                                                                                1. Known Error Database
                                                                                                                                                                2. Access Management
                                                                                                                                                                  1. Access Policies
                                                                                                                                                                    1. Identity Management
                                                                                                                                                                      1. Rights and Restrictions

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                                                                                                                                                                  4. ITSM Practices

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                                                                                                                                                                  6. ITSM Roles and Organizational Structure