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Table Of Contents

QUICK OVERVIEW
What Exactly is ITIL?
ITIL Version 3
ITIL & Best Practices
Parties Involved
ITIL Popularity
TRAINING & CERTIFICATION
ITIL Essentials / Foundation Program
ITIL Intermediate Programs
Lifecycle Programs
Capability Programs
Managing Across the Lifecycle Programs
Advanced Programs
WHAT IS ITSM?
Extra Definitions for Adopting a Common Language
Objective Tree: Illustrating Business and IT Alignment
Process
ITIL V3 SERVICE LIFECYCLE
SERVICE STRATEGY
Goals
Objectives
Processes
Financial Management for IT Services
Service Portfolio Management
Demand Management
SERVICE DESIGN PHASE
5 Major Aspects of Service Design
Service Design Package
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Supplier Management
Service Catalogue Management
SERVICE TRANSITION PHASE
Knowledge Management
Service Asset & Configuration Mgt
Change Management
Release & Deployment Management
SERVICE OPERATION PHASE
Functions & Processes
Service Desk Function
Technical Management Function
IT Operations Management Function
IT Operations Management: SO Function:
Applications Management Function
Incident Management Process
Request Fulfilment Process
Problem Management Process
Event Management Process
Access Management Process
CONTINUAL SERVICE IMPROVEMENT PHASE
Service Measurement & Reporting
7 Steps to Continual Service Improvement
CSI & the Service Lifecycle in Action
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1921573252

1921573252

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Published by imatache

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Published by: imatache on Mar 09, 2012
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