1. Floating Topic
  2. Design
    1. Evaluation
  3. Optimisation
  4. 基本架構
    1. 標準
      1. ISO/IEC 20000
    2. Best Practice
      1. ITIL
        1. How to do
      2. CMMI
        1. Function
        2. Training Needs
        3. ROI
        4. Change Process
        5. Contribution to Quality
      3. Six Sigma
        1. Function
          1. Total Quality Measurement Standard
          2. 3.4 defects per million instances
          3. DMAIC model
          4. Define Oppurtunity
          5. Measure performance
          6. Analyse Oppurtunity
          7. Improve performance
          8. Control performance
          9. Process improvement and reduction in variation
        2. Training needs
          1. Black Belt - awarded to individual, 2nd highest
          2. White/ Green Belt - awarded to individual, Basic level
          3. Master Black Belt - highest recognition for individual
          4. Six Sigma certification - awarded to a process/department/organisation
        3. ROI
        4. Change Process
          1. New node
        5. Contribution to Quality
    3. Applied Framework
      1. MOF
    4. Organizational Policies Practices Procedures
      1. SOP
        1. 標準作業程序
  5. 名詞解釋
    1. Management
      1. 管理
        1. 規劃
        2. 組織
        3. 領導
        4. 控制
      2. 每一個Process基本上都會有一個 Management
    2. Function
      1. 常設性組織
      2. Rely on processes for cross-functional coordination and control
      3. 各自為政
    3. Role
      1. the set of responsibilities, activities, and authorities defined in a process and assign to a person or team
      2. Generic roles
        1. Service Management
          1. Process Owner Role
          2. 負責管理流程
          3. Service Owner Role
          4. 協助形成服務，把價值呈出來
        2. Process Manager
    4. Process
      1. A structures set of activities designed to accomplish a specific objective
      2. 特性
        1. Measurable
          1. 可被衡量
        2. Specific results
          1. 有明確的結果產生
          2. 結果是事先定義出來
        3. Customers
          1. 滿足特定人員的需求
        4. Respond to a specific event
          1. 回應一個特定的事件
  6. Function
    1. IT Service Management Best Practice framework
    2. Lifecycle approach for Service management
    3. 5 core publications
      1. Service Strategy 服務戰略 (Why)
        1. Process
          1. Service Portfolio Management
          2. Objective
          3. Is a dynamic method for governing investments in Service Management across the enterprise and managing them for value
          4. Is responsible for managing the Service Portfolio
          5. Considers services in terms of the business value that they provide
          6. A Service Portfolio describes a provider's services in terms of business value.
          7. Demand Management
          8. Objectives
          9. 使服務正常運行
          10. 導正使用者的不正常行為
          11. Basic Concepts
          12. At a strategic level, DM can involve the analysis of PBAs.
          13. Financial Management
          14. Objectives
          15. Basic Concepts
          16. Budgeting
          17. Accounting
          18. Charging
        2. Activities
          1. Define the market
          2. 有哪些 customers
          3. 有哪些 market spaces
          4. Develop the offerings
          5. 提供哪些服務
          6. 設定服務優先順序
          7. Develop Strategic Assets
          8. 要有哪些 Resource & capability
          9. Prepare for excution
          10. 是否要執行
          11. Costs
          12. Risks
        3. Service Concept
          1. Resources and Capabilities value through Services
          2. Capabilities 看不見的資產
          3. 看不見的資產
          4. A1
          5. Management
          6. A2
          7. Organization
          8. A3
          9. Process
          10. A4
          11. Knowledge
          12. A5
          13. People
          14. Resources 可看見的資產
          15. 可看見的資產
          16. A6
          17. Infrastructure
          18. A7
          19. Applications
          20. A9
          21. Information
          22. A5
          23. People
          24. People do not want quarter-inch drills. They want quarter-inch holes.
          25. 展示價值
          26. 影響感覺
          27. 回應喜好
          28. Service portfolio
          29. Utility and Warranty
          30. Utility (功能) (What)
          31. Fit for purpose
          32. Warranty (品質) (How)
          33. Fit for Use
          34. Service Catalogue
          35. Business Case and its impact
      2. Service Design (How)
        1. Processes
          1. Capacity Management
          2. Availability Management
          3. Availability plan
          4. Reliability
          5. Mean Time Between Service Incidents(MTBSI)
          6. Mean Time Between Failures(MTBF) 發生錯誤頻率
          7. Maintainability
          8. Mean Time to Restore Service (MTRS) 平均回復時間
          9. Serviceability
          10. Third-party supplier's ability to meet contract terms.
          11. Performance
          12. Security
          13. IT Service Continuity Management
          14. Continuity plan
          15. Information Security Management
          16. Security policy
          17. Supplier Management
          18. Service catalogue Management
          19. Service Level Management
        2. 4 Ps
          1. People
          2. Processes
          3. Products
          4. services
          5. technology
          6. tools
          7. Partners
          8. suppliers
          9. manufacturers
          10. vendors
      3. Service Transition
        1. Change Management
        2. Service Asset and Configuration Management
        3. Knowledge Management
        4. Release and Deployment Management
      4. Service operation
        1. Event Management
        2. Incident Management
          1. Service Desk
        3. Access Management
        4. Problem Management
      5. Continual Service Improvement
        1. 7 step improvement process
        2. Service measurement
        3. Service reporting
    4. Business - IT alignment