ITIL Overview(1)

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Technology

Infrastructure

Information

Library

ITIL

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ITIL Scope

¢

Developed by the British Government - 1989

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Public Domain

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Best Practices

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Covers IT Services

x

Organization and Processes

x

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ITIL Aims

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Facilitate Quality Management of IT Services

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Improve Efficiency

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Increase

Effectivenes

s

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Reduce Risk

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ITIL – How It Works

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Provides guidance books on strategic,

tactical and operational management of

IT infrastructure

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Provides a

systematic, process-based

approach, supported by procedures

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IT Infrastructure

¢ ¢

Hardware

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Software

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Communications

¢ ¢

Procedures

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ITIL is …

The application of

the science of mana

the science of management

gement

to information

to information technology infrastructures,

technology infrastructures,

to information

technology infrastructures,

written down in a

written down in a (semi-) structured manner

(semi-) structured manner

written down in a

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ITIL Principles

ITIL is all about

ITIL is all about which processes need to be

which processes need to be

ITIL is all about which processes need to be

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ITIL in Context

Service Management

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ITIL & ISO

ISO

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The Service Model

SERVICE VISION

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Definitions

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_QUALITY

_{is the totality of features & characteristics of a}

product or service that bears on its ability to meet

a

stated or implied need (ISO 8402)

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