©2002 InterProm USA Corporation.
All rights reserved. 2437 Bay Area Blvd., #133, Houston, Texas 77058 Tel: +1 281-286-2853, Fax: +1 281- 461-9539, URL: http://www.interpromusa.com, E-mail: firstname.lastname@example.org 2 “WHAT IS ITIL?” Explains the steps necessary to identify how an organization might expect to benefit from ITIL, and how to set about reaping those benefits.
Processes Covered • Continuous Process Improvement Most widely implemented are the Service Support and Service Delivery processes. Planning to Implement Service Management ITIL Characteristics The fastest and easiest way to characterize ITIL is as follows: • a non-proprietary IT process framework • industry independent • technology independent • vendor independent • a de facto standard • based on Best Practices • a framework for IT process implementation • standard terminology • process interdependencies • guidelines for implementation • guidelines for process roles & responsibilities • maturity checklist • do’s and don’ts Why ITIL? ITIL introduces a process oriented way of working with IT, all focused on delivering high quality and guaranteed IT services to the IT customer.
Advantages of working in a “process way” are listed below: • makes quality improvements measurable • makes IT Service Management processes become manageable • provides a consistent way of working • provides a standardization of terminology • improves your communication process • increases customer satisfaction by setting the right expectations • jump starts your efforts to become ISO 9000 certified More Information Please visit the ITIL Portal on our website for links to organizations such as the OGC and the ITSMF, free ITIL White Papers, ITIL material, ITIL training and certification classes, ITIL-based workshops, ITIL-based audits & assessments, and fixed-price and fixed-duration implementations of ITIL. ©2002 InterProm USA Corporation.
All rights reserved. 2437 Bay Area Blvd., #133, Houston, Texas 77058 Tel: +1 281-286-2853, Fax: +1 281- 461-9539, URL: http://www.interpromusa.com, E-mail: email@example.com 3
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