ITIL V3 Overview

Information Technology Infrastructure Library (ITIL) v3 Overview

ITIL v3 Content ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What is ITIL ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What about v3? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Key Concepts ,[object Object],[object Object],[object Object]

Key Concepts ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Key Concepts ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Key Concepts ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

4 Ps of Service Management ,[object Object],[object Object],[object Object],[object Object]

ITIL v3 Certifications & Credit Profile System

ITIL v3 Overview – Service Lifecycle ,[object Object]

ITIL v3 Overview – Service Strategy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Strategy has four activities

Service Assets ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Portfolio Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Demand Management ,[object Object],[object Object],[object Object],[object Object]

ITIL v3 Overview – Service Design ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Processes in Service Design ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Catalogue Keeps service information away from business information Provides accurate and consistent information enabling service-focussed working

Service Level Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Things you might find in an SLA

Types of SLA ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Right Capacity, Right Time, Right Cost! ,[object Object],[object Object]

Is it available? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITSCM – what? ,[object Object],[object Object],[object Object],[object Object]

Information Security Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL v3 Overview – Service Transition ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Transition ,[object Object],[object Object],[object Object],[object Object],[object Object]

Knowledge management ,[object Object],[object Object],[object Object]

Data-Information-Knowledge-Wisdom Data Information - who, what , where? Knowledge - How? Wisdom - Why? Wisdom cannot be assisted by technology – it only comes with experience! Service Knowledge Information Management System is crucial to retaining this extremely valuable information

Service Asset and Configuration ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Configuration Management System

Painting the Forth Bridge... ,[object Object],[object Object],[object Object]

Change Management – or what we all get wrong! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Change Types ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Change Advisory Board ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Release Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Phased or Big Bang? ,[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL v3 Overview – Service Operation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Processes in Service Operation ,[object Object],[object Object],[object Object],[object Object],[object Object]

Functions in Service Operation ,[object Object],[object Object],[object Object],[object Object]

Incident Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Event Management ,[object Object],[object Object],[object Object],[object Object],[object Object]

Request Fulfilment ,[object Object],[object Object]

Problem Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Access Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Desk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL v3 Overview – Continual Service Improvement (CSI) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Continual Service Improvement ,[object Object],[object Object],[object Object],[object Object]

Service Measurement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL Roles ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

More Roles ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

References for Exam Preparation ,[object Object]

ITIL V3 Overview

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