Dr. Sonali Agarwal

Assistant Professor, Indian Institute of Information Technology, Allahabad, India

  Contact Details

  Dr. Sonali Agarwal
  Assistant Professor
  Room No.: 2122, CC1 Building

  Indian Institute of Information   Technology Allahabad
  Devghat Jhalwa
  Allahabad (UP) INDIA

  Phone: 0532-2922111
  Web: www.sonaliagarwal.com

  E Mail: sonali@iiita.ac.in
  E Mail: raiagarwalsonali@gmail.com

  Subjects Taught

IT Infrastructure & Service Management (IISM-220 C)

Course Objective
  • identify how a service can provide value
  • identify the features of services
  • identify the features of Service Management
  • recognize the importance of Service Management and the challenges service providers face
  • match each ITIL volume with a description of what it provides
  • recognize the goals and objectives of each Lifecycle phase
  • recognize the scope of each Service Lifecycle phase
  • recognize the value of each Service Lifecycle phase
  • recognize the characteristics of lifecycle functions and processes
  • recognize the scope, goals and objectives, and Service Lifecycle phase in a given example
  • Basics of Information Technology
Introduction to Service Management Lifecycle
  • Principles of Service Management
  • The Processes
  • The ITIL Service Lifecycle
Service Strategy
  • Introduction to Service Strategy
  • Key Concepts of Service Strategy
  • Service Strategy Processes
  • Demand Management
  • Service Portfolio Management
  • Financial Management
  • Business Relationship Management
Service Design
  • Introduction to Service Design
  • Key Concepts of Service Design
  • Service Design Processes
  • Service Catalogue Management
  • Service Level Management
  • Supplier Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Design Co-ordination
Service Transition
  • Introduction to Service Transition
  • Key Principles and Models of Service Transition
  • Service Transition Processes
  • Transition, Planning and Support
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Knowledge Management
Service Operation
  • Introduction to Service Operation
  • Service Operation Processes
  • Event Management
  • Incident Management
  • Problem Management
  • Request Fulfilment
Continual Service Improvement
  • Introduction to Continual Service Improvement
  • Key Principles and Models of Continual Service Improvement
Lecture Slides