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Ivana Nissen

Listed document(s): 34

Background
Master science Mathematics and Computer Science

Qualifications:

ITIL v3 accredited trainer (2008 - today)
ITIL v2 accredited trainer (2003- 2007)
ITIL consultant (2003 ? today)
Service Desk Institute auditor (2004 ? today)
Service Desk Institute consultant (2004 ? today)

Certificates:
ITIL v3 Intermediate Qualification: Service Design (2011)
ITIL v3 Intermediate Qualification: Continual Service Improvement (2011)
ITIL v3 Intermediate Qualification: Service Strategy (2010)
ITIL v3 Intermediate Qualification: Service Transition (2010)
ITIL v3 Expert (2009)
ITIL v3 Managers Bridge (2009)
ITIL v3 Intermediate Qualification: Service Offerings and Agreements (2009)
ITIL v3 Intermediate Qualification: Operational Support and Analysis (2009)
ITIL v3 Intermediate Qualification: Service Operation (2009)
ITIL v3 Foundation (2008)
ITIL v2 Service Manager (2004)
Help Desk Analyst (2004)
Help Desk Manager (2004)
ITIL v2 Foundation (2003)


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ALL DOCUMENTS (34)

ITIL 4 Poster: ITIL 4 Key Concepts (2019) - New
Listed under:  Information Technology
View more from: Ivana Nissen   Top Flevy Author [?]
2-page PDF document. ITIL 4 Poster - 2019, ITIL 4 - Service Value System Poster - printable in A1, A2, A3 ( Note: This poster is also available as part od "ITIL 4 Foundation - PPT + ITIL 4 Poster" as well as "ITIL 4 - Bundle of 5 [read more]
$25.00

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ITIL Lifecycle Poster (ITIL v3-2011)
Listed under:  Information Technology  ITIL
View more from: Ivana Nissen   Top Flevy Author [?]
1-page PDF document. ITIL v3 - 2011 Lifecycle Poster - printable in A1, A2, A3 Poster describes ITIL Lifecycle model: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Poster includes all ITIL [read more]
$20.00

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Incident Management Process PPT (IT ServiceManagement, ITSM)
Listed under:  Information Technology  ITSM
View more from: Ivana Nissen   Top Flevy Author [?]
34-slide PowerPoint deck and supporting PDF. Incident Management Process is essential Process in Service Support. Document describes the process in detail including very detailed description of Process flow steps. Other than that, document contains Incident Management key [read more]
$25.00

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Change Management Process- PPT (IT Service Management, ITSM)
Listed under:  Information Technology  ITSM
View more from: Ivana Nissen   Top Flevy Author [?]
32-slide PowerPoint deck and supporting PDF. Change Management Process is essential Process in Service Transition. Process is contained in ITSM best practices. Document describes the process in detail including Process flow, key definitions, process roles, CSFs, KPIs, Risks and [read more]
$30.00

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Incident Management Workflow - Process Guide
Listed under:  Information Technology  ITSM
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68-page Word document and supporting PDF. This document establishes an Incident Management (IM) process according to ITSM best practice and ISO 20000. (Word document including Visio diagram of the process) This document introduces the Incident Management process [read more]
$45.00

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Problem Management Process PPT (ITSM, IT Service Management)
Listed under:  Information Technology  ITSM
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27-slide PowerPoint deck and supporting PDF. Problem Management Process is a part of Service Operation. This Document contains detailed description of the Problem Management Process, including process steps, roles, KPIs, CSFs, interfaces with other processes. This Document [read more]
$25.00

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ITIL 4 Poster: ITIL 4 Heat Maps (printable in A1, A2) New
Listed under:  Information Technology
View more from: Ivana Nissen   Top Flevy Author [?]
1-page PDF document. Poster gives heat mapping of contribution of all 34 ITIL 4 Practices to 6 Service Value Chain Activities. HEAT MAP: represents the contribution of ITIL Practices to value chain activities. Service Value Chain (central element of [read more]
$25.00

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Service Level Management (SLM) Template - Process Guide
Listed under:  Information Technology  ITSM
View more from: Ivana Nissen   Top Flevy Author [?]
66-page Word document and supporting PDF. This document establishes a Service Level Management (SLM) process according to ITSM best practice and ISO 20000. (Word document including Visio diagram of the process) This document introduces the Service Level [read more]
$45.00

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Event Management Process ( ITSM, IT Service Management)
Listed under:  Information Technology  ITSM
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26-slide PowerPoint deck. IT Event Management Process is a part of IITSM Service Operation. This Document contains detailed description of the IT Event Management Process, including: - Key definitions - Purpose and Objectives - Scope - Value to business - [read more]
$25.00

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ITIL 4 Poster: ITIL 4 Service Value Chain (Inputs-Outputs)
Listed under:  Information Technology
View more from: Ivana Nissen   Top Flevy Author [?]
1-page PDF document. ITIL 4 Poster - 2019, ITIL 4 - Service Value Chain ( Inputs & Outputs) Poster - printable in A1, A2, A3 Poster gives complete overview of INPUTS and OUTPUTS of all 6 Service Value Chain Activities. Service Value chain activities [read more]
$25.00

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