Friday, September 16, 2011

ITIL v3 Memory Jolt

A collection of memory jolt that might help in remembering some ITIL terms specially during exam

Characteristics of Process (mere case)

  • They are measurable
  • They deliver specific results
  • They have customers and/or stakeholders
  • They respond to a specific event

Service Strategy Processes (PDF)
  • Service Portfolio Management
  • Financial Management
  • Demand Management
Service Design Processes

Cat wearing a security cap supplying availability agreements during disaster
  • Service Catalog Management
  • Information Security Management
  • Supplier Management
  • Availability Management
  • Service Level Management
  • IT Service Continuity Management

5 Aspects of Service Design (STAMP)
  • Services
  • Design of Service Management and Tools, especially the Service Portfolio
  • Technology Architecture and management systems
  • Measurement methods and metrics
  • Processes

Service Transition Processes (CSSR)
  • Change Management
  • Service Knowledge Management
  • Service Assets and Configuration Management
  • Release and Deployment Management

Service Operation Processes (I Reap)
  • Incident Management
  • Request Fulfilment Management
  • Events Management
  • Access Management
  • Problem Management