FitSM Advanced: Service Operation & Control – Inhalte (2 Tage)
Operative Exzellenz in Incident/Request, Problem, Change/Release, CMDB & Wissen.
Tag 1
- Incident & Service Request Management (ISR) in der Praxis
- Problem Management (PM) & Known Error DB
- Change (CHM) & Release/Deployment (RPM) – Standard/Normal/Notfall
- CMDB/Configuration (CONFM) & Knowledge Management (KM)
Tag 2
- Operatives Reporting & Dashboards (SRP), SLA-Steuerung
- Eskalationen & Major Incidents, Bereitschaftsmodelle
- CSI: Verbesserungs-Backlog, Priorisierung, Wirkung messen
- Tool-Umsetzung: Workflows, Automationen, Vorlagen
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