store.theartofservice.com/itil.html
ITIL – IT Service Management
An overview program for IT Service Management
good practices
What is ITSM & what’s the Value?
Good Practice
Organizations can benchmark themselves against peers and seek
to close gaps in capabilites by adopting ‘good practices’ in wide
industry use.
There are several sources for good practices including:
Public frameworks
Standards
Proprietary knowledge of organizations and individuals.
Business and IT Alignment
ITIL Model – V3
V3 Qualification Scheme Structure
V2-V3 Bridging Options
Service Lifecycle Objective
Service Lifecycle, Processes & Functions
How does the Service Lifecycle work?
What are services?
What Are Processes?
Generic Process
Functions
Process Owner vs. Service Owner
RACI Model
Service Provider Types
Type 1
Internal Service
Provider