Scope of Supply

The scope of supply comprises:

1. Access data for the test
2. Operating instructions for the test

Content of the Free Test Service Operation

1. ITSM processes from the service management practices of ITIL® 4
   
   • Monitoring and Event Management Practice
     
     • Overview
     • Detailed process "Event Monitoring"
   • Service Desk Practice
     
     • Overview
     • Detailed process "Incident- and Request Registration"
   • Incident Management Practice
     
     • Overview
     • Detailed process "Organization of Incident Management"
     • Detailed process "Incident Tracking and Closure"
   • Problem Management Practice
     
     • Overview
     • Detailed process "Problem Registration"
     • Detailed process "Review of Major Problems"
   • Service Request Management Practice
     
     • Overview
     • Detailed process "User Permission Request"
2. ITSM processes from the technical management practices of ITIL® 4
   
   • Infrastructure- and Platform Management Practice
     
     • Overview
     • Detailed process "Definition of the IT Technology Portfolio"
3. General IT Process Landscape
4. IT Service Lifecycle according to ITIL® 2011 and ITIL® 4
5. Service Value System according to ITIL® 4
6. Process Landscapes of ITSM practices
7. Process Landscape of ITSM Service Operation