Zur besseren Einschätzung der notwendigen Themen für die Zertifizierung, sollten Ihnen mindestens nachfolgende Begriffe und Prozesse und deren Querverbindungen zu anderen gelisteten Begriffen/Prozessen bekannt sein:
- Administrator
- Access Management
- Anwender
- Availability Management
- Capacity Management
- Change
- Change Advisory Board
- Change Arten
- Change Gremien
- Change Management
- Configuration Item
- Configuration Management
- Configuration Management Database
- Continual Service Improvement
- Eskalation
- Event
- Eventarten
- First Level Support
- Forward Schedule Of Change
- Helpdesk (und Alternativbegriffe)
- Incident
- Incident Management
- Information Security Management
- Issue-Tracking- System
- IT-Service Continuity Management
- IT-Service Management
- ITSM-Rollen
- Kano-Modell
- Kernprozesse
- Kennzahlen (z. B. MTBF)
- Knowledge Base
- Known Error
- Known Error Database
- Mitwirkungspflicht
- Monitoring
- Operation Level Agreement
- PDCA-Zyklus
- Post Implementation Review
- Priorisierung
- Proaktives Change Management
- Problem
- Problem Management
- Projektbegriff
- Prozessbegriff
- Prozesslandkarte
- Release
- Release Management
- Request for Change
- Second Level Support
- Service
- Service Level Agreement
- Service Level Management
- Service Level Requirements
- Service Request
- Service Validation And Testing
- SMART-Prinzip
- Supplier Management
- Ticket-System
- Total Quality Management
- Underpinning Contracs
- virtuelle Maschine
- Validating & Testing
- Vorfallzähler
- Workaround