Service Operation                                                           Work in Progress

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From Ron B Palmer's Wiki   Home  >  ITSM  > Service Operation

 

 

Introduction

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This page lists all of the elements in the ITIL V3 Foundations syllabus that relate to Service Design.

 

02-8 Goals and Objectives (FB)

02-9 Value of Service Operation (FB)

04-7 Summarize balances

IT Services vs. Technical Components (FB)

Stability vs. Responsiveness (FB)

Quality vs. Cost (FB)

Reactive vs. Proactive (FB)

05-7 Explain Incident Management

05-8 State the Objectives, Roles, Concepts for:

Event Management (FB)

Request Fulfillment (FB)

Problem Management

Access Management (FB)

06-1 State the Role, Objective, Organizational Overlap for the Service Desk Function

06-2 State the Role, Objective, Organizational Overlap for:

Technical Management Function (FB)

Application Management Function (FB)

Operations Management Function (FB)

IT Operations Control (FB)

Facilities Management (FB)

03 Define and Explain

03-16 Service Knowledge Management System (FB)

03-18 Configuration Management System

03-24 Event (FB)

03-25 Alert

03-26 Incident

03-27 Impact, Urgency, Priority

03-28 Service Request

03-29 Problem

03-30 Workaround

03-31 Known Error

03-32 Known Error Database (KEDB)

03-33 Communication (FB)

Role in SO (FB)

 

 

 

 

See Also

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References

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Working notes

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