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ITIL IT Infrastructure Library

Important itil Terms Service A means of delivering value to customers by facilitating outcomes Service Management Specialized organizational capabilities for providing value to customers through services Assets Any capability or resource Capabilities Ability to carry out activities ( , coordinating, controlling and deploying resources) Resources Used to deliver services Function Team or group of people Service Operation Functions Service Desk - Single point of contact Technical Mgmt - Provides technical skills Application Mgmt - Manages applications IT Ops Mgmt - Performs daily activities; includes IT Ops Control and Facilities Management Utility Functionality to meet a need (fit for purpose) Warranty Service is available as

Important ITIL Terms Service A means of delivering value to customers by facilitating outcomes Service Management Specialized organizational capabilities for providing value to customers through services

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Transcription of ITIL IT Infrastructure Library

1 Important itil Terms Service A means of delivering value to customers by facilitating outcomes Service Management Specialized organizational capabilities for providing value to customers through services Assets Any capability or resource Capabilities Ability to carry out activities ( , coordinating, controlling and deploying resources) Resources Used to deliver services Function Team or group of people Service Operation Functions Service Desk - Single point of contact Technical Mgmt - Provides technical skills Application Mgmt - Manages applications IT Ops Mgmt - Performs daily activities.

2 Includes IT Ops Control and Facilities Management Utility Functionality to meet a need (fit for purpose) Warranty Service is available as needed with sufficient capacity, continuity and security (fit for use) Service Portfolio Complete set of services managed by a service provider Configuration Management System Set of tools and databases used to manage configuration data; federates multiple Configuration Management Databases (CMDBs) Service Knowledge Management System Set of tools and databases used to manage knowledge and information itil Lifecycle Reference Card Based on AXELOS Limited itil material.

3 Reproduced under license from AXELOS Limited. ITSM Academy, , 0914 About ITSM Academy ITSM Academy, founded in 2003, provides IT Service Management (ITSM) education and advice in public, corporate on-site and virtual classrooms. We've built our model so that our training is interesting, interactive and sustainable.

4 Educate and inspire is not just ITSM Academy s corporate slogan, it speaks to our core mission and goal. Our NextGen ITSM educational framework includes accredited and sustainable IT Infrastructure Library ( itil ), Process Design (CPDE), DevOps, Agile and ISO/IEC 20000 training and education. All courseware is developed in-house. As a Project Management Institute (PMI ) Registered Education Provider ( #2442), ITSM Academy issues PDUs (Professional Development Units) for our courses.

5 Delivered in our yours. ITSM Academy 888. 872. ITSM (4876) Please participate in our communities see Resources & Events for webinars, blogs , e t c . Linkedin: ITSM Academy Alumni Twitter: @ITSMA cademy itil is a tegistered trade mark of AXELOS Limited IT Infrastructure Library is a registered trade mark of AXELOS Limited Service Strategy Define and execute a service strategy Service Portfolio Management Ensures the right mix of services. Financial Management Secures funding needed to meet strategy.

6 Demand Management Understands, anticipates, influences demand. Business Relationship Management Maintains relationships and identifies needs. Service Design Design and develop services and service management processes Design Coordination Coordinates and controls Service Design activities and processes. Service Catalog Management Provides information about services that are live and being prepared for deployment. Service Level Management Ensures an agreed level of service is provided for all current and future services.

7 Availability Management Ensures service availability meets agreed needs. Capacity Management Ensures capacity and performance of services and Infrastructure meets agreed needs. IT Service Continuity Management Manages risks to ensure minimum continuity-related service levels meet agreed needs. Information Security Management Ensures CIA of assets, information, data and IT services meets agreed needs. Supplier Management Manages suppliers and their services; ensures seamless IT service quality and value for money.

8 Service Transition Transition new and changed services into operations Transition Planning and Support Plans transitions and coordinates resources. Change Management Controls changes throughout their lifecycle. Service Asset and Configuration Management Controls assets required to deliver services. Release and Deployment Management Builds, tests and deploys releases. Knowledge Management Enables informed decisions by ensuring the right information is delivered to the right place or person at the right time.

9 Service Operation Manage service delivery and support Event Management Detects and manages events. Incident Management Restores normal service operation as quickly as possible to minimize business impact and maintain agreed levels of service quality. Problem Management Manages the lifecycle of problems from identification through eventual removal. Request Fulfillment Manages service requests from users. Access Management Provides users the right to use a service or group of services.

10 Continual Service Improvement Align IT services with changing business needs by identifying and implementing improvements Seven-step Improvement Defines and manages the steps needed to identify, define, gather, process, analyze, pre-sent and implement service improvements. Processes Span the Service Lifecycle


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