ITIL Overview(1)

July 24, 2019 | Author: David Carter | Category: Itil, Iso 9000, Business, Information Technology, Technology
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ITIL overview...

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Information Technology

ITIL

Infrastructure ITIL

Library

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ITIL Scope ¢

Developed by the British Government - 1989

¢

Public Domain

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Best Practices

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Covers IT Services x

Organization and Processes

x

IT Infrastructure

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ITIL Aims ¢

Facilitate Quality Management of IT Services

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Improve Efficiency

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Increase Effectivenes Effectiveness s

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Reduce Risk

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Codes of Practice Supporting Total Quality

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ITIL – How It Works ¢

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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Suggests implementation strategies

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IT Infrastructure ¢

Hardware

¢

Software

¢

Communications

¢

Procedures

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ITIL is …

The application of the science of management mana gement to information technology infrastructures, written down in a (semi-) structured manner

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ITIL Principles ITIL is all about which processes need to be

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ITIL in Context Service Management

Systems Integration

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ITIL & ISO ISO

ITIL

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The Service Model

SERVICE VISION

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Definitions ¢

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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