ITIL 프로세스 별 주요 키워드

1. Service Management
Service Management의 배경
Process 구성요소
Process 특징 
 
2. Introduction to ITIL
ITIL이란
ITIL Process 
 
3. Incident Management
Incident
Incident Management 목표
Incident activity 
 
4. Problem Management
Problem Management 목표
Problem Control
Error Control
Proactive Problem Management 
 
5. Configuration Management
Configuration Management 목표
CMDB
Configuration Items
Base Line 
 
6. Change Management
변경자문위원회(CAB)
Basic(RFC) Model
Standard Model
Urgency Model 
 
7. Release Management
SW 저장소 (DSL)
HW 저장소 (DHS) 
 
8. Service Desk
Incident Recording
Service Desk의 유형 
 
9.  Service Level Management
Service Level Management 목표
서비스 수준 협약 (SLA)
외부 계약 (UC)
내부 계약 (OLA) 
 
10. Financial Management for IT Services
Budgeting
IT Accounting
Charging 
 
11. Capacity Management
Application Sizing
Modeling
Business Capacity Management
Service Capacity Management
Resource Capacity Management 
 
12. IT Service Continuity Management
Business Continuity Management
Risk Management 
 
13. Availability Management
Down Time (MTTR)
Up Time (MTBF)
Availability