文档介绍：Foundation Certificate in IT Service Management with ITIL
Beginners Guide
Foundation Certificate in IT Service Management with ITIL
Table of Contents
41 Foundation Certificate in IT Service Management
EXIN Exam requirements specifications
The importance of IT Service Management
Service Management processes
The ITIL management model
Basic concepts of ITIL
72 IT Service Management
Introduction to IT Service Management
ITIL Service Management
Business Alignment
Processes
Processes, Services and Functions
123 ITIL Overview
History of ITIL
194 Implementing ITIL Service Management
Introduction
Cultural change
Implementation Checklist
Further reading
215 ITIL Service Management Processes
Service Delivery Set
Service Level Management
Financial Management for IT Services
Availability Management
Capacity Management
IT Service Continuity Management
Service Support Set
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
466 Security Management
Introduction
Basic concepts
Objectives
Benefits
Process
Activities
Control - Information Security policy anisation
Plan
Implement
Evaluate
Maintenance
Reporting
Relationships with other processes
Security section of the Service Level Agreement
The Security section of the Operational Level Agreement
Process control
Critical ess factors and performance indicators
Functions and roles
Points of Attention and costs
Points of attention
Costs
597 IT Service Management Tools
Type of tools
The Cost o