Capacity Management

• Scope, Purpose, Goals, and Objectives of Capacity Management
• Process Activities, Methods, and Techniques of Capacity Management
• Triggers, Inputs, and Outputs of Capacity Management
• Relationship Between Capacity Management and Other Processes
• Use of Metrics in Capacity Management
• Challenges and Critical Success Factors Associated with Capacity Management

Availability Management

• Scope, Purpose, Goals, and Objectives of Availability Management
• Process Activities, Methods, and Techniques of Availability Management
• Triggers, Inputs, and Outputs of Availability Management
• Relationship Between Availability Management and Other Processes
• Use of Metrics in Availability Management
• Challenges and Critical Success Factors Associated Availability Management

Continuity Management

• Scope, Purpose, Goals, and Objectives of IT Service Continuity Management
• Process Activities, Methods, and Techniques of IT Service Continuity Management
• Triggers, Inputs, and Outputs of IT Service Continuity Management
• Relationship Between IT Service Continuity Management and Other Processes
• Use of Metrics in IT Service Continuity Management
• Challenges and Critical Success Factors Associated with IT Service Continuity Management

Information Security Management

• Scope, Purpose, Goals, and Objectives of Information Security Management
• Process Activities, Methods, and Techniques of Information Security Management
• Triggers, Inputs, and Outputs of Information Security Management
• Relationship Between Information Security Management and Other Processes
• Use of Metrics in Information Security Management
• Challenges and Critical Success Factors Associated with Information Security Management

Demand Management

• The Basic Concepts of Demand Management
• Activity Based Demand Management
• Interfaces between Demand Management and Service Design
• Managing Demand for IT Services
• Main Activities, Techniques, and Methods for Demand Management

Challenges

• Critical Success Factors, and Risks Related to Capacity Management
• Critical Success Factors, and Risks Related to Demand Management
• Critical Success Factors, and Risks Related to Availability Management
• Critical Success Factors, and Risks Related to Information Security Management

Roles and Responsibilities

• Availability Management
• IT Service Continuity Management
• Information Security Management
• Technology and Implementation Considerations