Servicemangement practices waar je het doel van moet kennen:
- Change enablement
- Incidentmanagement
- IT-assetmanagement
- Monitoring en eventmanagent
- Problemmangement
- Releasemanagement
- ServiceDesk
- Servicelevelmanagement
- Servicerequestmanagement
Servicemanagement principes die in detail beschreven moeten kunnen worden:
- Change enablement
- Incidentmanagement
- Problemmanagement
- Servicedesk
- Servicelevelmanagement
- Servicerequestmanagement
Definities van de volgende ITIL-termen:
- IT-asset
- Event
- Configuratie-item
- Change
- Incident
- Problem
- Known Error