Availability Management

• Availability Management

Capacity Management

• Capacity Management

Change Management

• Asssessing impact of change
• Change advisory board
• Change authorization
• Forward schedule of change
• Request for change

Configuration Management

• Service Asset & Configuration Management

Continuity Management

• Continuity Management

Financial Management

• Accounting
• Costs
• Implementation checklist
• Return On Investment
• Value and benefits
• Variable Costs Dynamic

Incident Management

• Definition
• Escalation
• Incidents logging
• Major incidents
• Scope
• Priority of incidents
• Closing incidents

Problem Management

• Problem detection
• Problem logging
• Resolving & closing
• Investication & diagnosing

Release Management

• Release Management

Service Desk Management

• Justification & role
• Staff
• Skill
• Skill level
• Training
• Metrics
• Customer/user satisfaction

Service Level Management

• Service Level Agreement
• Service measurement

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