IT Infrastructure Library (ITIL)

A series of publications giving guidance on the best practices for provision of quality IT services

IT Service Support Processes:
Service Desk
Configuration Management
Incident Management
Problem Management
Change Management
Release Management

IT Service Delivery Processes:
Service Level Management
Availability Management
Capacity Management
IT Financial Management
IT Service Continuity Management
IT Security Management

Other online resources:
http://www.itlibrary.org/
http://www.itilcommunity.com/
http://groups.yahoo.com/group/ITIL-Service/

Certificaiton:
Foundation (26/40 questions in 1 hour)
Practitioner
Manager

buzz words:
order
predicatable quality
optimization
define -> control & stabilize -> measure -> improve
(similar to plan-do-check-act)