ITIL基础培训FoundationTraining(PPT 160页)

主要内容
ITIL Foundation Overview
Objectives
IT is Business …
What’s IT Service
Why Implement Service Management?
Four Stanchion of IT Service
ITIL VS ITSM
What is ITIL?
ISO 20000
ITIL Book Sets
The Benefit of ITIL Implementation
IT Service Management Overview
HP Reference Model
Service Desk
Different Desks
Input & Output
Structures: Local Service Desk
Staff skill-set
Incident Management
Goals
Definition
Incident Determination
Life Cycle / Responsibilities
The Incident Life  Cycle
Relationship
Relationships
Support Lines
Some Important concepts
The Journey from Incident to RFC
Escalation
Service desk role
Metrics
Problem Management
Responsibilities
Terminology
Incident, Problem, Know Error, Change
Problem Control
Error Control
Problem Control & Error Control
Proactive problem management
Major problem reviews
Configuration Management
Configuration Management - Definitions
Example Hardware CIs
Configuration management database
CI life cycle
Configuration Baseline
Change Management
Activities
Change Advisory Board (CAB)
Changes - Priorities
Change Management Process
Release Management
Types of release
Release Management - Definitions
Definitive Software Library
Definitive Hardware Store
Back-out Plan
Release Management - Responsibility
Service Support
Service Level Management
Service Level Management - Goal
Agreements and Contracts
Service Quality Plan
Service Improvement Programme
SLM Process
Multi-level SLAs
Customer Level
Document Relationship
SLA Elements
Matrix
IT Financial Management
Concepts
Financial Management - Definitions
Financial Management - Responsibilities
Budgeting
IT Accounting
Cost Types/ elements
Classification of Cost Elements
Charging
Charging options
Pricing methods
Capacity Management
Capacity Management — Goal
Capacity Management Responsibilities
Sub processes
Proactive tasks
Capacity Management - Iterative Activities
Tuning
Demand Management
Application Sizing容量规划
Modeling建模
IT Service Continuity Management
Continuity Management
Goal
BCM & ITSCM
Business Continuity Life Cycle
Business Impact Analysis
Risk Analysis
Recovery Options
Typical ITSCM Organization Chart
Availability Management
Availability Management — Responsibilities
AM Scope
Incident Lifecycle - Expanded
Methods & Techniques & Calculations
CFIA
FTA
Security
ITIL Foundation Exam
References

..............................