1. Design
   1. Evaluation
2. Optimisation
3. 基本架構
   1. 標準
      1. ISO/IEC 20000
         1. What to do
   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
4. 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
5. 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
         1. Financial Management
         2. Service Portfolio Management
         3. Demand Management
         4. Activities
            1. Define the market
            2. 有哪些 customers
            3. Develop the offerings
            4. 提供哪些服務
            5. Develop Strategic Assets
            6. 要有哪些 Resource & capability
            7. Prepare for excution
            8. 是否要執行
         5. 產出
            1. Service portfolio
      2. Service Design
         1. Service catalogue Management
         2. Service Level Management
         3. Capacity Management
         4. Availability Management
         5. IT Service Continuity Management
         6. Information Security Management
         7. Supplier Management
      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