Mind Map Gallery ITIL Foundation Mind Map
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ITIL Foundation Mind Map
The ITIL 4 Foundation certification is designed as an introduction to ITIL 4 and enables candidates to look at IT service management.
Edited at 2020-10-10 03:12:51
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- Outline
ITIL-Foundation-Mind-Map
Service Operations
- 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 ServiceImprovement
- 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
Technology &Architecture
- Information Systems
- Service KnowledgeManagement System (SKMS)
- Service Portfolio/Catalog
- Availability ManagementInformation System (AMIS)
- Configuration Management System (CMS)
- Configuration ManagementDatabase (CMDB)
- Capacity Database (CDB)
- Capacity ManagementInformation System (CMIS)
- Known Error Database (KEDB)
- Security Management InformationSystem (SMIS)
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 specificcustomer 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 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 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 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