Aula17 - ITIL V3.pdf - IBM India Pvt Ltd ITIL Version 3...

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IBM India Pvt. Ltd. ITIL V3 – SM Training Team © 2008 IBM Corporation ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office ® ITIL Version 3
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ITIL V3 : SM Training Team IBM Confidential Material © 2008 IBM Corporation ® What is new in ITIL V3 square4 Introduction to ITIL V3 square4 The Service Strategy Lifecycle square4 The Service Design Lifecycle square4 The Service Transition Lifecycle square4 The Service Operation Lifecycle square4 The Continual Service Improvement Lifecycle square4 Functions Roles and Technology Contents of this module:
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ITIL V3 : SM Training Team IBM Confidential Material © 2008 IBM Corporation ® 3
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ITIL V3 : SM Training Team IBM Confidential Material © 2008 IBM Corporation ® 4 ITIL V3 Basic Concepts ITIL - A Library - A Framework - Business Focussed - Used By Organizations Worldwide - A Body of Knowledge ITIL is used by organizations worldwide to establish and improve capabilities in service management. ISO/ IEC 20000 provides a formal and universal standard for organizations seeking to have their service management capabilities audited and certified. While ISO/IEC 20000 is a standard to be achieved and maintained, ITIL offers a body of knowledge useful for achieving the standard.
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ITIL V3 : SM Training Team IBM Confidential Material © 2008 IBM Corporation ® ITIL V3 provides five core books 5
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ITIL V3 : SM Training Team IBM Confidential Material © 2008 IBM Corporation ® 6
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ITIL V3 : SM Training Team IBM Confidential Material © 2008 IBM Corporation ® 7 Key Concepts Best and Good Practice - Best Practice provides a set of generic guidelines based on the successful experiences of a number of organizations. - Good Practice could either be an application of best practice or it could be an input to Best Practice.
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ITIL V3 : SM Training Team IBM Confidential Material © 2008 IBM Corporation ® 8 ITIL V3 Basic Concepts IT Services - A service is a means of delivering value to customers by facilitating outcomes customer want to achieve without the ownership of specific costs and risks. - An IT service, used in support of business processes, is constructed from a combination of IT assets and externally provided “underpinning” services.
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ITIL V3 : SM Training Team IBM Confidential Material © 2008 IBM Corporation ® 9 ITIL V3 Basic Concepts ITIL Service Management Service Management is a set of specialised organizational capabilities for providing values in the form of services. Service Management Capabilities: - Exist as processes and functions Manage services over a lifecycle Specializes in strategy, design, transition, operation and continual improvement. - Represent capacity, competency and confidence for action.
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  • Summer '16
  • Information technology management, Information Technology Infrastructure Library, IBM Corporation, IBM Confidential Material, SM Training Team

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