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ITIL v3 Foundation Exam by Mind Map: ITIL v3 Foundation Exam
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ITIL v3 Foundation Exam

ITIL Core Concepts

ITIL as a Good Practice Framework

Standards

Public frameworks

Academic research

Proprietary knowledge

The Service Lifecycle

Processes

Characteristics, They are triggered by specific events, They deliver results to a specific customer or stakeholder, They are measurable, They transform inputs into outputs

Process Control, Policies

The Process itself

Process Enablers, Capabilities

Functions

Roles

Service Owner

Process Owner

Service Manager

Product Manager

Service Strategy

Service Strategy

Understand the Market

Develop the offerings

Develop strategic assets

Prepare for execution

Service Portfolio Management

Demand Management

User Profiles

Pattern of Business Activity

Financial Management

Accounting

Budgeting

Charging

Concepts

Service Provider

Business Case

ROI

Value, Utility, Fit for purpose, Warranty, Fit for use

Service Assets, Resources, Capabilities

Service Portfolio, Service Pipeline, Service Catalog, Retired Service

Service Belt, Service Asset, Increase potential value of CA, Sustain and improve service levels delivered, Customer Asset, Credit or Compensation, Utilize the potential of SA

Service Design

Service Catalog Management

Feature

Guidelines

Means of access

Pricing

Key Contact

SLA

Service Level Management

SLA

OLA

Availability Management

Service Level Targets

Capacity Management

Business Capacity Management

Service Capacity Management

Component Capacity Management

Service Continuity Management

Business Impact Analysis

Management of Risk

IT Service Continuity Plan

Business Continuity Plan

IT Security Management

IT Security Policy

Confidentiality

Integrity

Availability

Authenticity

Non-Repudiation

Supplier Management

3rd Party Suppliers

Concepts

4 P's of Service Design, People, Processes, Products, Partners

5 Aspects of Service Design, New or Changed, Processes required, Systems and tools, Technology Architecture, Measurement systems and metrics

Service Transition

Change Management

Configuration Items

Major Activities, Recording, Review, Assessment and Evaluation, Authorization, Planning, Implementation Coordination, Review and Closure

Service Asset and Configuration Management

Planning

Identification

Control

Status Accounting

Verification and Audit

Concepts

Service V-Model, Review, Acceptance, Operational, Release Test, Release Design/Plan

Change, Normal, Standard, Emergency

Request for Change

Change Authority

Change Advisory Board

Emergency Change Advisory Board

Change Model

Release

Release Unit

Baseline

Configuration Management System

Configuration Item

Release and Deployment Management

Service Operation

Incident Management

Detection

Logging

Classification

Prioritization, Impact, Urgency

Investigation and Initial Diagnosis

Escalation

Resolution and Recovery

Closure

Problem Management

Reactive

Proactive

Root Cause

Work Around

Known Error Database

Event Management

Informational

Warning

Exception

Service Request Fufillment

Standard Changes

Access Management

Uses Information Security Policy

Concepts

Balance

Communication

Incident

Problem

Error

Known Error

Event

Continual Service Improvement

The 7 Steps Improvement Process

Decide what should be measured

Decide what can be measured

Gather the data

Process the data

Analyze the data

Plan and Implement Changes

Investigate and Diagnose

Concepts

Role of Measurement, Justify, Direct, Intervene, Validate

Objectives

CSFs

KPIs

Metrics

Measurements

Deming Cycle, Plan, Do, Check, Act

CSI Model, What is the vision?, Where are we now?, Where do we want to be?, How do we get there?, Disd we get there?, How do we maintain momentum?

Service Improvement Plan

ITIL Functions

Service Desk

Local

Centralized

Virtual

Follow-the-Sun

Technical Management

Application Management

IT Operations Management

Operations Control

Facilities Management

Technology and Architecture

Information Systems

Service Knowledge Management System (SKMS)

Service Portfolio/Catalog

Availability Management Information System (AMIS)

Configuration Management System (CMS)

Configuration Management Database (CMDB)

Capacity Database (CDB)

Capacity Management Information System (CMIS)

Known Error Database (KEDB)

Security Management Information System (SMIS)