2020
Samenvatting Service-en
Vendormanagment
Steven van Dijck
Avans
12-3-2020
,Inhoud
Sheets les 1.............................................................................................................................................3
Producten.......................................................................................................................................3
Dienst.............................................................................................................................................3
Functionele eisen............................................................................................................................4
Prestatie eisen................................................................................................................................4
Vraag & aanbod..................................................................................................................................4
Functioneel beheer (FB).................................................................................................................5
Applicatiebeheerder (AB)...............................................................................................................5
Technisch beheerd (TB)..................................................................................................................5
Beheermodel (ITIL, BISL, ASL).........................................................................................................5
Service level management (SLM)........................................................................................................5
Sheets Les 2............................................................................................................................................7
ITIL V3 levenscyclus........................................................................................................................7
Processen en functies.....................................................................................................................7
Proceseigenaar,-manager, en -uitvoerende...................................................................................7
Doelen van de ITIL V3.........................................................................................................................8
Sheets Les 3..........................................................................................................................................10
Sheets Les 4..........................................................................................................................................12
Samenvatting Hoofdstuk 1:..................................................................................................................15
Samenvatting Hoofdstuk 2:..................................................................................................................15
2.1 Definitie van servicemanagement..............................................................................................15
2.2 interne en externe klanten.........................................................................................................15
2.3 Interne en externe service..........................................................................................................15
2.4 Overzicht van de servicelevenscyclus.........................................................................................15
2.5 Functie en processen..................................................................................................................16
2.6 Organisatiestructuur...................................................................................................................16
2.8 Het proces model en de kenmerken van processen...................................................................17
Samenvatting hoofdstuk: 4 Service ontwerp........................................................................................18
4.2 Basisbegrippen...........................................................................................................................18
4.3 Processen en overige activiteiten...............................................................................................19
4.4 Ontwerpcoördinatie...................................................................................................................19
4.5 Servicecatalogusmanagement....................................................................................................19
4.6 Servicelevelmanagement (SLM).................................................................................................20
4.7 Beschikbaarheidsmanagement...................................................................................................20
, 4.8 Capaciteitsmanagement.............................................................................................................21
4.9 IT service continuity management..............................................................................................21
4.10 Informatie securitymanagement..............................................................................................22
4.11 Toeleveranciersmanagement...................................................................................................22
4.12 Technische activiteiten in service ontwerp...............................................................................22
4.15 Implementatie en operatie.......................................................................................................23
5 Levenscyclusfase: Servicetransitie.....................................................................................................23
5.3 Proces en overige activiteiten.....................................................................................................23
5.4 Transitieplanning en support......................................................................................................24
5.5 Changemanagement...................................................................................................................24
5.6 serviceasset en configuratiemanagement..................................................................................24
5.7 Release en deploymentmanagement.........................................................................................25
5.8 Servicevalidatie en testen...........................................................................................................25
5.9 Change evaluatie........................................................................................................................26
5.10 Kennismanagement..................................................................................................................26
6 serviceproductie................................................................................................................................26
6.3 processen en andere activiteiten................................................................................................26
6.4 eventmanagement.....................................................................................................................27
6.5 incidentmanagement.................................................................................................................27
6.6 requestfulfilment........................................................................................................................27
6.7 problemmanagement.................................................................................................................27
6.8 toegangsbeheer..........................................................................................................................27
6.9 algemene serviceproductieactiviteiten.......................................................................................28
Samenvatting Service-en
Vendormanagment
Steven van Dijck
Avans
12-3-2020
,Inhoud
Sheets les 1.............................................................................................................................................3
Producten.......................................................................................................................................3
Dienst.............................................................................................................................................3
Functionele eisen............................................................................................................................4
Prestatie eisen................................................................................................................................4
Vraag & aanbod..................................................................................................................................4
Functioneel beheer (FB).................................................................................................................5
Applicatiebeheerder (AB)...............................................................................................................5
Technisch beheerd (TB)..................................................................................................................5
Beheermodel (ITIL, BISL, ASL).........................................................................................................5
Service level management (SLM)........................................................................................................5
Sheets Les 2............................................................................................................................................7
ITIL V3 levenscyclus........................................................................................................................7
Processen en functies.....................................................................................................................7
Proceseigenaar,-manager, en -uitvoerende...................................................................................7
Doelen van de ITIL V3.........................................................................................................................8
Sheets Les 3..........................................................................................................................................10
Sheets Les 4..........................................................................................................................................12
Samenvatting Hoofdstuk 1:..................................................................................................................15
Samenvatting Hoofdstuk 2:..................................................................................................................15
2.1 Definitie van servicemanagement..............................................................................................15
2.2 interne en externe klanten.........................................................................................................15
2.3 Interne en externe service..........................................................................................................15
2.4 Overzicht van de servicelevenscyclus.........................................................................................15
2.5 Functie en processen..................................................................................................................16
2.6 Organisatiestructuur...................................................................................................................16
2.8 Het proces model en de kenmerken van processen...................................................................17
Samenvatting hoofdstuk: 4 Service ontwerp........................................................................................18
4.2 Basisbegrippen...........................................................................................................................18
4.3 Processen en overige activiteiten...............................................................................................19
4.4 Ontwerpcoördinatie...................................................................................................................19
4.5 Servicecatalogusmanagement....................................................................................................19
4.6 Servicelevelmanagement (SLM).................................................................................................20
4.7 Beschikbaarheidsmanagement...................................................................................................20
, 4.8 Capaciteitsmanagement.............................................................................................................21
4.9 IT service continuity management..............................................................................................21
4.10 Informatie securitymanagement..............................................................................................22
4.11 Toeleveranciersmanagement...................................................................................................22
4.12 Technische activiteiten in service ontwerp...............................................................................22
4.15 Implementatie en operatie.......................................................................................................23
5 Levenscyclusfase: Servicetransitie.....................................................................................................23
5.3 Proces en overige activiteiten.....................................................................................................23
5.4 Transitieplanning en support......................................................................................................24
5.5 Changemanagement...................................................................................................................24
5.6 serviceasset en configuratiemanagement..................................................................................24
5.7 Release en deploymentmanagement.........................................................................................25
5.8 Servicevalidatie en testen...........................................................................................................25
5.9 Change evaluatie........................................................................................................................26
5.10 Kennismanagement..................................................................................................................26
6 serviceproductie................................................................................................................................26
6.3 processen en andere activiteiten................................................................................................26
6.4 eventmanagement.....................................................................................................................27
6.5 incidentmanagement.................................................................................................................27
6.6 requestfulfilment........................................................................................................................27
6.7 problemmanagement.................................................................................................................27
6.8 toegangsbeheer..........................................................................................................................27
6.9 algemene serviceproductieactiviteiten.......................................................................................28
