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■ INDEX Change management (cont.) incident management, 131 information security management, 132 IT service continuity management, 132 IT service management space, 131 problem management, 131 release and deployment management, 131 service asset and configuration management, 131 ITIL, 118 normal change, 125 objectives, 119 performed on IT services, 118 scope, 120 types of change requests emergency changes, 121 normal changes, 121 standard changes, 122 Change remediation, 124 Citrix, 134 Communication channels, 158 Communication in service operations, 158 Component availability, 96 Configuration items (CIs), 119, 133–134, 136–142 Configuration management database (CMDB), 138 Configuration management system (CMS), 133, 139–140, 148, 152 Content management system (CMS), 66 Continual service improvement (CSI), 38, 161, 188 activities, 215 approach, 214–215 assessment, 215 baselines, 217 budgets, 216 business targets, 215 continuous vs. continual, 210–211 costs, customer, 215 critical success factors, 219 Deming’s PDCA cycle (see Plan-Do- Check-Act (PDCA) cycle) KPIs, 219–220 measurements, 216, 220 metrics definition, 217 incidents, 217 process, 218 service, 218 technology, 218 monitoring, measuring and reporting, 216 practice exercises, 225–226 products and services, 209 register, 216–217 service provider, 210 seven-step improvement process data analysis, 223 data gathering, 223 data-information-knowledgewisdom model, 221 data processing, 223 implementation, 223 information, 223 lifecycle phases, 221 measure, 222 objectives, 224 scope, 224 strategy, 222 theory of evolution, 209 vision, 215 Control Objectives for Information and Related Technology (COBIT), 1 CSI. See Continual service improvement (CSI) Customer assets, 24 Customers internal and external difference, 9 IT service management, 8 organizations, 8–9 Customer satisfaction (CSAT), 164 D Data-to-information to knowledge-towisdom (DIKW) concept information, 145–146 knowledge, 146–147 lifecycle of transformation, 144 pyramid model, 144–145 structure, 144 wisdom, 147–148 Definitive media library (DML), 133, 135–136, 140–142 Definitive spares (DS), 140–141 Deming’s quality principles, 33 Design coordination 244
■ INDEX definition, 108 objectives, 109 scope, 109 Detroit service desk, 198 Diesel generator (DG), 108 Disaster recovery (DR), 104 Distributed denial of service (DDoS) attacks, 87 Document CIs, 138 E E-mail/chat, 170 Emergency change advisory board (ECAB), 130 Emergency changes, 121 Event management, 170 definition, 159 exception events, 162 informational events, 162 monitoring tools, 160 nuances of events, 160 objectives, 160 scope, 161 service operations lifecycle phase, 159 warning events, 162 Examination day, 237–238 Exception events, 162 F Facilities management, 205 Finance application, 165 Follow-the-sun model, 197 Functions application management, 191, 200 concept, 190 definition, 191 IT operations management, 191, 204 service desk, 191 service operations, 191 technical management, 191, 199 G Governance process, 119 H Hard disk replacement, change models, 122–123 Hardware CIs, 134, 138 Human CIs, 138 I Incident management, 39, 131, 188 categorization, 171 closure, 173 customer satisfaction and agility, 163 definition, 163–164 diagnosis and investigation, 172 identification e-mail/chat, 170 event management, 170 telephone, 170 and triggering, 170 web interface, 170 Internet service, 163 ITIL process, 163 IT service, 163 lifecycle, 168 logging, 170 major incident managers, 167 models, 174 objectives, 164 prioritization, 172 e-mail and finance application, 165 impact and urgency, 166 matrix, 166 network connectivity, 165 and parameters, 167 PDF viewer, 165 resolution and response SLAs, 166, 167 reactive process, 163 resolution and recovery, 173 scope, 165 statuses, 174 Informational events, 162 Information security management, 132 availability, 87 confidentiality, 87 245
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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1.9.1.2 Process Deliver Specific Re
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Chapter 2 ■ Generic Concepts Chap
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Chapter 2 ■ Generic Concepts Tabl
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Chapter 2 ■ Generic Concepts 2.1.
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 2 ■ Generic Concepts ENAB
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Chapter 2 ■ Generic Concepts Figu
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Chapter 2 ■ Generic Concepts rece
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CHAPTER 3 ITIL Service Lifecycle Th
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Serv
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 4 ■ Service Strategy know
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4.8.1.1.3 Retired Services Chapter
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Chapter 4 ■ Service Strategy thro
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Chapter 4 ■ Service Strategy that
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Chapter 4 ■ Service Strategy 2. V
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Chapter 5 ■ Service Design Some e
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Chapter 5 ■ Service Design 5.4 Fo
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Chapter 5 ■ Service Design 4. Pro
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Chapter 5 ■ Service Design • Se
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Chapter 5 ■ Service Design 5.7.1.
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Chapter 5 ■ Service Design Jan Fe
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Chapter 5 ■ Service Design When d
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Chapter 5 ■ Service Design 7. If
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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Chapter 6 ■ Service Transition Cr
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Chapter 6 ■ Service Transition It
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.4.1.10 Change Management Interfac
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Chapter 6 ■ Service Transition 10
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6.5 Practice Exercises 1. Which of
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Chapter 6 ■ Service Transition 10
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations
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Chapter 7 ■ Service Operations Yo
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Chapter 7 ■ Service Operations Th
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Page 255: Index A Access management and info
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