4 What is ITIL®? 267468647 \H 64 \l “267468648” 7

ITIL4 What is ITIL®? 267468647 \H 64 \l “267468648” 7

\L “267468637” 4.1 The Future of Cloud Computing 267468637 \H 43 \L “267468638” 5 Common Cloud Terminology 267468638 \H 45 \L “267468639” 6 Cloud Computing Case Studies 267468639 \H 48 \L “267468640” 6.1 NSW Department of Education and Training (DET) 267468640 \H 48 \L “267468641” 6.2 Ipswitch Inc.

Utilizing Amazon S3 Cloud 267468641 \H 51 \L “267468642” 6.3 Kepner-Tregoe and Salesforce 267468642 \H 54 \L “267468643” 7 IT Service Management 267468643 \H 56 \L “267468644” 7.1 The Four Perspectives (Attributes) of ITSM 267468644 \H 57 \L “267468645” 7.2 Benefits of ITSM 267468645 \H 59 \L “267468646” 7.3 Business and IT Alignment 267468646 \H 60 \L “267468647” 7.4 What is ITIL®? 267468647 \H 64 \l “267468648” 7.4.1 Good practices 267468648 \h 65 \L “267468649” 8 Terminology relevant to ITSM 267468649 \H 67 \L “267468650” 8.1 What are Services? 267468650 \H 70 \L “267468651” 8.2 Processes & Functions 267468651 \H 72 \l “267468652” 8.2.1 Defining Processes 267468652 \h 72 \l “267468653” 8.2.2 Defining Functions 267468653 \h 74 \l “267468654” 8.2.3 RACI Model 267468654 \h 74 \L “267468655” 9 The Service Lifecycle 267468655 \H 77 \L “267468656” 9.1 Mapping the Concepts of ITIL® to the Service Lifecycle 267468656 \H 78 \L “267468657” 9.2 How does the Service Lifecycle work? 267468657 \H 80 \L “267468658” 10 IT Service Management Principles for Cloud Computing 267468658 \H 82 \L “267468659” 10.1 Service Level Agreements 267468659 \H 82 \l “267468660” 10.1.1 Service Level Agreement Structures 267468660 \h 84 \L “267468661” 10.2 Examples: Cloud Service SLAs 267468661 \H 87 \l “267468662” 10.2.1 Amazon S3 Service Level Agreement 267468662 \h 87 — Also note the relationship between IT Service Management processes and the technical activities below.

Used properly, ITSM processes can optimize the time, effort and other resources spent performing technical activities, ensuring that all staff actions are working in accordance to agreed business priorities and objectives. This is just a simple example used to illustrate the relationship between ITSM and the organization.

Any approach used to improve ITSM practices should always be carefully considered to ensure that the plans suit the organization, in terms of: Size (number of staff, customers, IT devices etc.) Geographical dispersion Culture and ethos Current maturity and capability levels. What is ITIL®? ITIL® stands for the Information Technology Infrastructure Library.

ITIL® is the international de facto management framework describing “good practices” for IT Service Management.

The ITIL® framework evolved from the UK government’s efforts during the 1980s to document how successful organizations approached service management.

By the early 1990s they had produced a large collection of books documenting the “best practices” for IT Service Management.

This library was eventually entitled the IT Infrastructure Library.

The Office of Government Commerce in the UK continues to operate as the trademark owner of ITIL®. ITIL® has gone through several evolutions and was most recently refreshed with the release of version 3 in 2007.

Through these evolutions the scope of practices documented has increased in order to stay current with the continued maturity of the IT industry and meet the needs and requirements of the ITSM professional community. ITIL® is only one of many sources for ITSM good practices, and should be used to complement any other set of practices being used by an organization. Five volumes make up the IT Infrastructure Library (Version 3). Service Strategy Service Design Service Transition Service Operation Continual Service Improvement. Each volume provides the guidance necessary for an integrated approach, and addresses capabilities’ direct impact on a service provider’s performance.

The structure of the ITIL framework is that of the service lifecycle.

It ensures organizations are able to leverage capabilities in one area for learning and improvements in others.

The framework is used to provide structure, stability and strength to service management capabilities with durable principles, methods and tools.

This enables service providers to protect investments and provide the necessary basis for measurement, learning and improvement.

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Accredited ITIL Foundation, Intermediate and Expert Certifications

Accredited ITIL Foundation, Intermediate and Expert Certifications, Learn more about ITIL HERE:

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