After the initial publication in —96, the number of books quickly grew within ITIL Version 1 to more than 30 volumes. The functions include technical management, application management, operations itil v3 filetype and service desk as well as, responsibilities for staff engaging in Service Operation. The purpose of Service Portfolio Management is ensuring the service offerings are defined and meet the requirements of the customers. SAM is the practice itil v3 filetype integrating people, processes, and technology to allow software licenses and usage to be systematically tracked, evaluated, and managed. ITIL — Wikipedia Please integrate the itil v3 filetype contents into the article as a whole, or rewrite the material.
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Now on to the ITIL frameworks. Service Strategy The purpose of Service Strategy is to provide a strategy for the service lifecycle. The strategy should be in sync with business objectives. The utility and warranty of this component are designed to ensure that the service is fit for purpose and fit for use, respectively.
Ensuring this is important, as these two components are what add value to the delivery of services to customers. As mentioned above, each major category has subcategories.
Within the category of Service Strategy, there are four subcategories. Service Portfolio Management organizes the process by which services are identified, described, evaluated, selected and chartered. It involves User Profiles, which characterize different typical groups of users for a given service, and Patterns of Business Activity, which represent the way users in different user profiles access a service over the course of a given time period.
It includes three basic activities: Accounting Tracking how money is spent by a service provider Budgeting Planning how the money will be spent by a service provider Charging Securing payment from customers for services provided d Strategy Operations Strategy Operations ensure that services such as fulfilling user requests, resolving service failures, fixing problems and carrying out routine operational tasks are performed efficiently and effectively.
Service Design The Service Design lifecycle phase is about the design of services and all supporting elements for introduction into the live environment. They are: People Human resources and organizational structures required to support the service Processes Service Management processes required to support the service Products Technology and other infrastructure required to support the service Partners Third parties that offer additional support required to support the service There are seven processes included in Service Design.
It is often the only portion of the Service portfolio visible to customers. It commonly acts as the entry portal for all information services in the live environment. IT Security Management focuses on protecting five basic qualities of information assets: Confidentiality Assurance that the asset is available only to appropriate parties Integrity Assurance that the asset has not been modified by unauthorized parties Availability Assurance that the asset may be utilized when required Authenticity Assurance that the transactions and the identities of parties to transactions are genuine Nonrepudiation Assurance that transactions, once completed, may not be reversed without approval g Supplier Management Supplier Management is charged with obtaining value for money from third-party suppliers.
Supplier Management handles supplier evaluation, contract negotiations, performance reviews, renewals, and terminations. Service Transition The objective of the Service Transition process is to build and deploy IT services, making sure that changes to services and Service Management processes are carried out in a coordinated way. In this phase of the lifecycle, the design is built, tested and moved into production to enable the business customer to achieve the desired value. This phase addresses managing changes: controlling the assets and configuration items the underlying components, such as hardware and software associated with the new and changed systems, service validation, testing and transition planning to ensure that users, support personnel and the production environment have been prepared for the release to production.
There are seven processes within the category of Service Transition. The Service Operations process includes fulfilling user requests, resolving service failures, fixing problems and carrying out routine operational tasks. This is the only category of the five that has functions as well as processes.
There are five processes and four functions. The Access Management process essentially executes policies defined in Information Security Management. It is sometimes also referred to as Rights Management or Identity Management.
Proactive Problem Management analyzes incident records and uses data collected by other IT Service Management processes to identify trends or significant problems. This includes job scheduling, backing up and restoring, print and output management, and routine maintenance. A service desk usually handles communication with the users and also manages incidents and service requests.
Continual Service Improvement CSI The objective of this stage is to use methods from quality management to learn from past successes and failures. It aims to continually improve the effectiveness and efficiency of IT processes and services in line with the concept of continual improvement adopted in ISO There is only one process in this area, and it has seven steps: Identifying improvement strategies Defining what will be measured Gathering data.
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