Introduzione all’utilizzo strategico dell’IT, all’IT Service Management e alle fasi del Service Lifecycle (Strategy, Design, Transition, Operation, Continual Service Improvement)
Obiettivi e concetti base dei processi di:
- Service Strategy Generation
- Service Portfolio Management
- Demand Management
- Financial Management
- Service Catalogue Management
- Availability Management
- Information Security Management
- Supplier Management
- Capacity Management
- IT Service Continuity Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Event Management
- Request Fulfilment
- Problem Management
- Access Management
Trattazione approfondita dei processi di:
- Service Level Management
- Incident Management
- Change Management
- 7 step continual improvement
Le principali funzioni IT:
- Service Desk
- Application Management
- Operation Management
- Technical Management
I ruoli nel Service Management:
- Process Manager e Service Manager
Quadro di riferimento sulle tecnologie a supporto dell’automazione dei processi di ICT Management