Information Technology Infrastructure Library (ITIL)
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Key Points
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ITIL V3 Process Model
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Purpose of the Service Design Package
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4 “P’s” of Service Design
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Sourcing Models
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Sourcing Models (Cont’d)
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Types of SLAs
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Service Level Management
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Characteristics of Service Level Requirements
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Service Level Agreements and Operating Level Agreements
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An SLA
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Service Portfolio and Service Catalog Management
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Two Views of the Service Catalog
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ITSCM and Availability Management
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Availability Management and IT Service Continuity Management
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Capacity Management
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Information Security Management
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Supplier Management and Service Level Management
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Metrics Types
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Appendix – Reference Material – Service Design
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Service Design (Vocabulary / Acronyms)
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Service Design (Vocabulary / Acronyms)
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Service Design (Vocabulary / Acronyms)
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Service Design (Vocabulary / Acronyms)
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Service Design (Vocabulary / Acronyms)
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Information Technology Infrastructure Library (ITIL)
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