– Service management as a practice
– The value proposition of services
– The role of operational support and analysis processes in the life cycle
– Contribution of operational support and analysis to the life cycle

Event management
– Purpose, goals and objectives of event management
– Explain the triggers, inputs, outputs and interfaces of the process
– Use key success factors to verify effectiveness and efficiency
– Use management tools active and passive monitoring

Incident
management – Incident life cycle management
– Identify the methods and techniques of process activities and their relationship to the service life cycle
– Interaction with design services
– Contribution of incident management to management informations

Execution of requests
– Scope of the processes
– The policies, principles and concept of the request model
– Management of service requests from users
– How key performance indicators can verify the effectiveness of the execution process requests

Problem management
– The objectives of the problem management process
– Management of the problem life cycle
– Added value to the business and to the service life cycle
– Identify triggers, inputs and outputs to other processes
– Analyze the key performance factors to verify effectiveness

Access management
– Policies, principles and basic concepts
– Access management vs information management
– Security and availability management policies
– Difficulties and key success factors
– Checking effectiveness and efficiency

– Define the objectives of the service center
– Organizational structures and staff composition
– Offer a single point of contact
– Measure of effectiveness and efficiency
– Influence of the service center on the customer’s perception
– Reasons and options for the  » outsourcing of the service center

Functions of technical management, IT operations and application management Contribution of functions to operational support and analysis Identify roles / distinguish the objectives of each function Analyze the activities of functions

– Generic technology requirements – Technology
assessment criteria and tools for process implementation
– Planning and implementation of service management technologies
– Assess and manage project risks and staff assignment for implementation processes
– Identify the key success factors and risks associated with the implementation of practices and processes

– Examine aspects of the implementation of service operations and project management
– Assess and manage the risk of service operations
– Considerations for personnel working in the design and transition of services
– Plan and implement GS technologies