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Video Book:IT Service Management
IT Service Management
Reading Guide
- Overview
This reading guide is a collection of Wikipedia articles supporting the Wikiversity course IT Service Management.
- Lesson 1 - Service Management
- IT service management
- ITIL
- Service desk (ITSM)
- Best practice
- Lesson 2 - Service Strategy
- ITIL#Service strategy
- Service portfolio management
- Financial management for IT services
- Demand management
- Business relationship management
- Lesson 3 - Service Design
- ITIL#Service design
- Service catalog
- Service-level agreement
- Availability
- Capacity management
- Business continuity
- ITIL security management
- Supply management (procurement)
- Lesson 4 - Service Transition
- ITIL#Service transition
- Change management (ITSM)
- Software asset management
- Configuration Management (ITSM)
- Configuration management database
- Release management
- Verification and validation
- Knowledge management
- Lesson 5 - Service Operation
- ITIL#Service operation
- Event Management (ITIL)
- Incident management (ITSM)
- ITIL#Problem management
- ITIL#Identity management
- Lesson 6 - Continual Service Improvement
- ITIL#Continual service improvement (CSI)
- Knowledge-Centered Support
- Knowledge sharing
- Critical success factor
- Performance indicator
- PDCA (The Deming Cycle)
- Lesson 7 - Additional Topics
- Call centre
- Help desk
- Service provider
- Responsibility assignment matrix
Source of the article : Wikipedia
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