ITILITIL Overview : 3 Processes Services and Functions PAGEREF _Toc37849684 h 10 HYPERLINK….

HYPERLINK \l “_Toc37849675” 1.1.1 The importance of IT Service Management PAGEREF _Toc37849675 \h 4 HYPERLINK \l “_Toc37849676” 1.1.2 Service Management processes PAGEREF _Toc37849676 \h 4 HYPERLINK \l “_Toc37849677” 1.1.3 The ITIL management model PAGEREF _Toc37849677 \h 5 HYPERLINK \l “_Toc37849678” 1.1.4 Basic concepts of ITIL PAGEREF _Toc37849678 \h 6 HYPERLINK \l “_Toc37849679” 2 IT Service Management PAGEREF _Toc37849679 \h 7 HYPERLINK \l “_Toc37849680” 2.1 Introduction to IT Service Management PAGEREF _Toc37849680 \h 7 HYPERLINK \l “_Toc37849681” 2.2 ITIL Service Management PAGEREF _Toc37849681 \h 8 HYPERLINK \l “_Toc37849682” 2.2.1 Business Alignment PAGEREF _Toc37849682 \h 9 HYPERLINK \l “_Toc37849683” 2.2.2 Processes PAGEREF _Toc37849683 \h 9 HYPERLINK \l “_Toc37849684” 2.2.3 Processes, Services and Functions PAGEREF _Toc37849684 \h 10 HYPERLINK \l “_Toc37849685” 3 ITIL Overview PAGEREF _Toc37849685 \h 12 HYPERLINK \l “_Toc37849686” 3.1.1 History of ITIL PAGEREF _Toc37849686 \h 12 HYPERLINK \l “_Toc37849687” 4 Implementing ITIL Service Management PAGEREF _Toc37849687 \h 19 HYPERLINK \l “_Toc37849688” 4.1 Introduction PAGEREF _Toc37849688 \h 19 HYPERLINK \l “_Toc37849689” 4.2 Cultural change PAGEREF _Toc37849689 \h 19 HYPERLINK \l “_Toc37849690” 4.3 Implementation Checklist PAGEREF _Toc37849690 \h 20 HYPERLINK \l “_Toc37849691” 4.4 Further reading PAGEREF _Toc37849691 \h 20 HYPERLINK \l “_Toc37849692” 5 ITIL Service Management Processes PAGEREF _Toc37849692 \h 21 HYPERLINK \l “_Toc37849693” 5.1 Service Delivery Set PAGEREF _Toc37849693 \h 21 HYPERLINK \l “_Toc37849694” 5.1.1 Service Level Management PAGEREF _Toc37849694 \h 21 HYPERLINK \l “_Toc37849695” 5.1.2 Financial Management for IT Services PAGEREF _Toc37849695 \h 22 HYPERLINK \l “_Toc37849696” 5.1.3 Availability Management PAGEREF _Toc37849696 \h 24 HYPERLINK \l “_Toc37849697” 5.1.4 Capacity Management PAGEREF _Toc37849697 \h 27 HYPERLINK \l “_Toc37849698” 5.1.5 IT Service Continuity Management PAGEREF _Toc37849698 \h 28 HYPERLINK \l “_Toc37849699” 5.2 Service Support Set PAGEREF _Toc37849699 \h 32 HYPERLINK \l “_Toc37849700” 5.2.1 Service Desk PAGEREF _Toc37849700 \h 32 — This leads to a culture of: No boundaries, but interconnections Customer focused: what is the added value? Steering activities instead of steering people Communication because it is useful (fulfilling the needs of the customer) Decision making is matching & customising IT service provision is a process ITIL Overview The IT Infrastructure Library is a set of books with good practice processes on how to manage IT service delivery.

The library consists of many books and CD-ROMs. The core set of material is the following set of seven tightly coupled areas: Service Delivery Service Support Security Management The Business Perspective Applications Management ICT Infrastructure Management Planning to implement Service Management The Service Support, Service Delivery and Security Management manuals are regarded as the central components of the framework. These books cover the processes you will need to delivery customer-focused IT services according to your customers’ needs, demands and wishes.

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