Teaching GuideTerm
Faculty of Computer Science
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Grao en Enxeñaría Informática
 Subjects
  ICT Management Standards
   Contents
Topic Sub-topic
Chapter 1 - Introduction * IT, services and service management
* IT Service Quality Management: ITIL
* Anatomy of a Service
* ITIL basic concepts
* ITIL Lifecycle
Chapter 2 - Service Strategy * Introduction
* Purpose and objectives
* Processes
---- Strategy Management for IT Services
---- Service Portfolio Management
---- Financial Management for IT Services
---- Business Relationship Management
---- Demand Management
Chapter 3 - Service Design * Introduction
* Purpose and objectives
* Processes
---- Design Coordination
---- Service Level Management
---- Service Catalog Management
---- Supplier Management
---- Availability Management
---- Capacity Management
---- Continuity Management
---- Information Security Management
Chapter 4 - Service Transition * Introduction
* Purpose and objectives
* Processes
---- Transition planning and support
---- Change management
---- Service asset and configuration management
---- Release and deployment management
---- Knowledge management
Chapter 5 - Service Operation * Introduction
* Purpose and objectives
* Processes
---- Event management
---- Incident management
---- Problem management
---- Request fulfilment
---- Access management
Chapter 6 - Continual Service Improvement * Introduction
* Purpose and objectives
* Situation assessment
* Measuring the progress
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