Professional Documents
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ITIL Poster 2011 PDF
ITIL Poster 2011 PDF
Customer
Continual
• Internal
service
• External SLA User
improvement
Business outcome
Value realized
Metric
Service Process
Metric Metric Metric Metric Metric
Service Business Business Business owner owner
transition Process Product Service
Value added
Service value
Utility - Fit for purpose User requirement Customer-facing Business case Activity
(Functionality) specification SERVICE (ROI / VOI) Input Output
Money spent
Integration • External
Service assets
OLA knowledge
Role
Management People Processes
Capabilities Role
Organization Supporting
Knowledge
(Functions, roles) services
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