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ITIL Process-Model PDF
ITIL Process-Model PDF
®
SERVICE STRATEGY Business Requirements (Utility)
• Service Desk
- Local Continual quality control and consolidation
Maturity level
•
ACT PLAN Act - New actions
- Follow the sun
• Models and CHECK DO Design Coordination
• Operations Management Techniques
Business IT
alignment
• Service Catalogue Management
- IT Operations Control Effective quality
• Availability Management
goals and objectives
• Strategy • Tactical goals
Technical • Operational goals 3. Gather the data
Process
• Event Management Metrics Where are we now? Baseline assessments
• Who? How? When?
• Criteria to evaluate
integrity of data Metrics • Capacity Management
• ITSCM
7. Implement
improvement • Operational goals
• Service measurement
- Information
• Information Security Management
How do we keep Where do we
the momentum Measurable targets
want to be? 6. Present and use the
- Alerts going? information
• Assessment summary
• Action plans
- Warning How do we get there?
Service and process
improvement • Etc.
- Exception 5. Analyse the
information and data
4. Process the data
• Frequency?
• Trends? • Format?
•
Measurements
Did we get there?
Incident Management and metrics • Targets? • Tools and systems?
• Improvements required? • Accuracy?
•
Knowledge Information
Request Fulfilment
• Problem Management
- Proactive
Process Metrics
- Reactive
• Access Management
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