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ITIL — библиотека, описывающая набор концепций и практик в области IT Service Management'a, IT development и IT operations.

Последняя версия: ITIL v3, вышла в Мае 2007 года. Включает 5 томов:

  1. ITIL Service Strategy
  2. ITIL Service Design
  3. ITIL Service Transition
  4. ITIL Service Operation
  5. ITIL Continual Service Improvement


Содержание ITIL Service Strategy:

  1. Introdutction
  2. Service Management as a practice
  3. Service strategy principles
  4. Service strategy
  5. Service economics
    1. Financial Management
    2. Return on Investment
    3. Service Portfolio Management
    4. Service Portfolio Management methoda
    5. Demand Management
  6. Strategy and organization
  7. Strategy, tactics and operations
  8. Technology and strategy
  9. Challenges, critical success factors and risks

Содержание ITIL Service Design:

  1. Introduction
  2. Service Management as a practice
  3. Service Design principles
  4. Service Design processes
    1. Service Catalogue Management
    2. Service Level Management
    3. Capacity Management
    4. Availability Management
    5. IT Service Continuity Management
    6. Information Serurity Management
    7. Supplier Management
  5. Service Design technology-related activities
    1. Requirements engineering
    2. Data and Information Management
    3. Application Management
  6. Organizing for Service Design
  7. Technology considerations
  8. Implementing Service Design
  9. Challenges, critical success factors and risks

Содержание ITIL Service Transition:

  1. Introduction
  2. Service Management as a practice
  3. Service Transition principles
  4. Service Transition processes
    1. Transition Planning and Support
    2. Change Management
    3. Service Asset and Configuration Management
    4. Release and Deployment Management
    5. Service Validation and Testing
    6. Evaluation
    7. Knowledge Management
  5. Service Transition common operation activities
    1. Managing communications and commitment
    2. Managing organization and stakeholder change
    3. Stakeholder management
  6. Organizing for Service Transtion
  7. Technology considerations
  8. Implementing Service Transition
  9. Challenges, critical success factors and risks

Содержание ITIL Service Operation:

  1. Introduction
  2. Service Management as a practice
  3. Service Operation principles
  4. Service Operation processes
    1. Event Management
    2. Incident Management
    3. Request Fulfilment
    4. Problem Management
    5. Access Management
    6. Operational activities of processes covered in other lifecycle phases
  5. Common Service Operations Activities
  6. Organizing for Service Operation
  7. Technology considerations
  8. Implementing Service Opertaion
  9. Challenges, critical success factors and risks

Содержание ITIL Continual Service Improvement

  1. Introduction
  2. Service Management as a practice
  3. Continual Service Improvement principles
  4. Continual Service Improvement processes
    1. The 7-Step Improvement Process
    2. Service reporting
    3. Service measurement
    4. Return on Investments for CSI
    5. Business Questions for CSI
    6. Service Level Management
  5. Continual Service Improvement methods and techniques
  6. Organizing for Continual Service Improvement
  7. Technology considerations
  8. Implementing Continual Service Improvement
  9. Challenges, critical success factors and risks

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