ITIL 1 : org I Phone + 61 0 7 3252 2055 296….

ITILITIL 1 : org I Phone + 61 0 7 3252 2055 296….

Copyright The Art of Service I Brisbane, Australia I Email: service@theartofservice.com Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 295 incident management 18, 37, 41, 89, 115, 148, 174, 190, 192, 195, 207-8, 243, 271 incident record 258, 270, 279 incidents 42, 84-5, 87, 94-5, 100-1, 111-12, 147-8, 150, 155, 157, 164-5, 173-4, 192-3, 256-7, 267, 277-9 individuals 1, 19, 42, 59, 180-1 industry 1, 13, 15, 19 information 35-6, 55, 76-7, 89, 92-4, 98, 108, 111-14, 149-50, 158, 175-88, 248-9, 253-6, 263-4, 2689, 273 information management 184, 188, 235 information security management 74, 90, 247, 277 information technology 14, 249, 261-3, 281 infrastructure 16, 23-4, 26, 44, 57, 62, 90, 97-8, 101, 105, 111-13, 133-4, 172, 179, 262, 266-7 Infrastructure Library 12, 19-20 installation 67, 131-2, 140, 157, 238 instructions 2, 4, 279 integration 8, 50, 52, 112, 119, 134, 205-6 interaction 94, 270, 274 interfaces 7-9, 37, 48, 63, 74, 88, 95-6, 98, 110, 122, 134, 153, 161, 163, 173, 196 investment 20, 28, 178, 182, 230, 282-3 ISO 11, 19, 48, 102, 105, 122, 242, 270, 276 ISPs (Internet Service Providers) 32, 34, 262 IT Service Continuity Management (ITSCM) 74, 78, 277, 279, 281 IT Service Management (ITSM) 1, 6, 13-16, 18-19, 24, 26, 36, 62, 94, 101, 125, 176, 241-2, 263, 266-7, Copyright The Art of Service I Brisbane, Australia I Email: service@theartofservice.com Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 296 281 ITIL RELEASE, CONTOL, AND VALIDATION CERTIFICATION KIT—THIRD EDITION items 23, 77, 84, 143-4, 206 ITIL 1, 6, 11-13, 15, 19-23, 39-40, 65-8, 92-4, 116-17, 126-7, 148-9, 176, 240-2, 247-67, 269-79, 284 ITIL RELEASE 16, 18, 20, 24, 28, 30, 32, 34, 36, 38, 40, 42, 44, 46, 48, 50 ITIL Service Operation 161-2, 164 ITIL Service Transition 47, 68, 90-1, 114-16, 124, 145-7, 174, 177, 192, 276 K knowledge 15, 46, 52-3, 62, 123, 128, 175-82, 185-8, 190, 192-3, 195, 202-3, 218, 225-7, 268-9, 273 knowledge management 9, 39, 43, 45-6, 62, 86, 175, 177-8, 180, 184-90, 192-3, 202-3, 215, 217, 235, 264 knowledge management activities 9, 180, 184 knowledge management process 177-8, 186, 235, 264 knowledge management tools 10, 203, 207 knowledge transfer 53, 141, 184, 187-8, 225-6, 232, 235 known errors 60, 94, 144, 176, 192, 208, 212, 256, 264-5 KPI (Key Performance Indicators) 7-9, 53, 63, 91-2, 114-15, 124-5, 147-8, 164-5, 174-5, 192-3, 233-6, 250, 257, 259-60, 264-5 L levels, appropriate 71, 108, 117-18 license 12, 20, 28-31, 38, 44, 69, 76, 82, 89, 97-100, 102, 104, 107, 120, 127, 168-9 Copyright The Art of Service I Brisbane, Australia I Email: service@theartofservice.com Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 297 life support, early 46, 49, 53-5, 135, 144, 234, 238, 259, 281 lifecycle 36, 44-5, 50, 66, 70, 93-5, 110, 113, 148, 176, 183, 248, 253-4, 256-8, 264-5, 272-6 lifecycle stages 22, 42-3, 49, 183, 214, 238, 263 links 3, 94, 105-6, 270 live environment 46, 51, 100, 111, 116, 125, 127, 134-5, 140, 173, 212, 216, 259, 265, 268, 272 locations 53, 55, 79, 83, 92, 109, 127, 130-1, 158, 195, 249, 258 M maintenance 99, 110, 113, 200-1, 207, 260 management 14, 24, 42, 46, 53, 56, 61-3, 74, 80, 100, 103-4, 108-10, 154, 160, 207-8, 247-8 managers 24, 37, 42, 192, 220, 229, 274 maturity 19, 62, 103, 105, 151 mechanisms 62, 67, 71-2, 134, 137, 140, 149, 153-4, 160, 188, 276 meeting 16, 60, 66, 85, 118, 129, 196-8, 200-1, 259-60, 270 methodologies 58-9, 203 metrics 65, 68, 129, 165, 233-6, 252, 264-5, 268, 277 model 57, 61, 122, 134, 146, 168, 217, 270, 274 modifications 45, 65, 68, 76, 99, 165, 252 money 18, 24, 27, 118, 165, 178, 251, 265 monitor 131, 133, 152, 194, 199, 262, 268 N naming conventions 108, 140, 200, 271, 278 Copyright The Art of Service I Brisbane, Australia I Email: service@theartofservice.com Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 298

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ITIL and ITIL 1 : org I Phone + 61 0 7 3252 2055 296….

ITIL - ITIL 1 : org I Phone + 61 0 7 3252 2055 296….

ITIL and ITIL 1 : org I Phone + 61 0 7 3252 2055 296….

ITIL - ITIL 1 : org I Phone + 61 0 7 3252 2055 296….