1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24.

25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41. 42.

New OS Change New internet service and performance not expected evaluation Bundles of service service providers An organization users a sw package registering and monitoring Unable to deal with the customer enquiry 4 line New Workstation installation - change Incorrect stmt- budgeting and accounting for IT services is essential Incident life cycle diagnosis How to design and develop strategy PC Crashes 2 times incident Nw engineer deduces that the capacity- capacity mgmt Developing skills stategy Role of ECAB emergency changes and to decide Sub process of capacity- service, resource, business Under gradual recovery IT continuity agreement- building, electricity documentation Objective of establishing baseline to know the actual cost IT services email&billing system Ability of component of service to return reliability Keyboar defect- change mgmt Business case cover no references Server is overloaded due to its multiple connections talk to problem mgr ERP access all are required Service level package - utility Best practice of SLA both customer and it Automation capacity mgmt Valid reason for service desk to invoke escalation- 1,2,3&4 Customer view service catalogue Inputs of capacity mgmt- capacity plan ICM 7 step process A Mouse different manufacturer- config mgmt 2 hours downtime 0.99 , 0.98 Overall health of itil- continual service Service desk agree, centralized Satyam 24*7 service level mgr Not responsible identifying root cause Payroll- bpo 15th day and 30th day utilized based provisioning Change model all changes Not a config quality D&C Output of avail unavailabity failure Where are we now Base line assessment

43. 44. 45. 46. 47. 48. 49. 50. 51. 52. 53. 54. 55. 56. 57. 58. 59. 60. 61. 62. 63. 64. 65. 66. 67. 68. 69. 70. 71. 72. 73. 74. 75. 76. 77. 78. 79. 80. 81. 82. 83. 84.

Application browser freezes problem Not connecting to network incident Not in CI 2nd option Good number list of services Finalizing Price- Market rate Resources and capabilities process New software change mgmt , service desk Audit - service operation Service hours and maintenance service level req Fixed no.of license release mgmt Optima tool package release Incident mgmt ITIL v3-restore Ism security frame work -5 Database- catalogue Config mgmt- history Bw threat and incident b&c Hw incidents availability mgmt New company capacity mgmt Friday evening review,authorization Business as usual operation Not part of service design service catalogue Review of change change mgr Service economics finance and roi Not responsible for problem mgmt error resolutions Normal working updated version Remote site nw mgmt Banking service information sec Metrics of change all the above Response times log a incident and problem mgr , service level mgr MTRS & MTBF availability DML in release physical storage area Improve relationship slm Negotiate, agree- slm Internal sourcing type1 Go live problem Culture-2&3 Char of process 134 Potential issue-threat New hard disk config Pipe line proposed Warranty purpose Least likely authorization

85. Type 1 operational effectiveness 86. Email crashes insufficient 87. Closest reason always taking 88. Itil v3 framework design 89. Memory disk full capacity 90. Event lead to problem fault tree analysis 91. Optimum cost availability 92. Sw packages it 93. Identifying new request in capacity- Business capacity 94. Improve situation Problem 95. Printer All 96. Policies and objectives service strategy & cont plan 97. Bank 24*7- IT continual mgmt 98. Modem- change config 99. Laptop-change config problem release 100. CRM Release Procedures 101. Not core -Optimization 102. Event of disaster Reciprocal 103. Service portfolio & catalogue- Service portfolio 104. CMDB- Providing configuration 105. Not capacity mgmt output- operational 106. Satyam 30% - implement problem mgmt 107. Computer all 108. Complete, accurate, protected integrity 109. High level portfolio & finance 110. ODC underpinning 111. 10 mins- slm 112. HR sla 113. Core publications life cycle 114. Quantify roi 115. Potential loss-business impact 116. Security type 3 117. Emergent pattern 118. Response to customer request push and pull release 119. Open market Type 3 120. Limited group- Prevention 121. Agreement-underpining 122. 15 sec- SLA 123. Virus- Release 124. ITIL-any size 125. Individual components- Resource 126.

127. 128.