ITIL - Revision history

Adva: /* Links */

2016-02-02T19:32:50Z

‎Links

2013-11-26T10:22:44Z

‎Links

2013-11-25T13:29:04Z

‎CSI - Continual Service Improvement

2013-11-25T13:28:41Z

‎Service portofolie management

2013-11-25T13:27:22Z

‎Service Strategy

2013-11-25T12:02:53Z

2013-11-25T12:02:42Z

2013-11-25T12:02:13Z

‎Service Operation

2013-11-25T11:57:43Z

‎Service Operation

2013-11-25T11:56:51Z

‎Service Strategy

@@ Line 67: / Line 67: @@
 =Links=
 *[http://www.otrs.com/en/ OTRS] open-source Help Desk and IT Service Management (ITSM) solution
-[[Category:Software]]
+[[Category:Software]][[Category:Fejlfinding]]

@@ Line 63: / Line 63: @@
 *[http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library Wikipedia en itil]
 *[http://www.itlibrary.org/ Open ITIL library]
 =Links=
 *[http://www.otrs.com/en/ OTRS] open-source Help Desk and IT Service Management (ITSM) solution
 [[Category:Software]]

@@ Line 54: / Line 54: @@
 Review, analyze, and make recommendations on improvement opportunities in each lifecycle phase:
 *Service Strategy, Service Design, Service Transition, and Service Operation.
 =Links=

@@ Line 9: / Line 9: @@
 *How do we capture value for our stakeholders?
 *How can we make a case for strategic investments?
 =Service Design=
 Design the services in the '''service strategy'''

@@ Line 9: / Line 9: @@
 *How do we capture value for our stakeholders?
 *How can we make a case for strategic investments?
 =Service Design=
 Design the services in the '''service strategy'''

@@ Line 1: / Line 1: @@
 =='''IT''' '''I'''nfrastructure '''L'''ibrary==
-==Service Strategy==
+=Service Strategy=
 For example the long-term plan for a company
 *What services should we offer and to whom?
@@ Line 8: / Line 8: @@
 *How do we capture value for our stakeholders?
 *How can we make a case for strategic investments?
-==Service Design==
+=Service Design=
 Design the services in the '''service strategy'''
 *Design services to satisfy business objectives, based on the quality, compliance, risk and security requirements
@@ Line 15: / Line 15: @@
 *Identify and manage risks so that they can be removed or mitigated before services go live
 *Design measurement methods and metrics for assessing the effectiveness and efficiency of the design processes and their deliverables
-==Service Transition==
+=Service Transition=
 This is the phase where IT buys, builds, tests, and ultimately installs and deploys services. This
 is where the action happens; up until this point, IT hasn’t been able to tinker with gadgets like
@@ Line 25: / Line 25: @@
 *The retiring of services no longer needed.
 *The transfer of service to an external provider or bringing a previously outsourced service back in-house.
-==Service Operation==
+=Service Operation=
 The purpose of Service Operation is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.

@@ Line 48: / Line 48: @@
 |-
 |}
 =Links=

@@ Line 29: / Line 29: @@
 Service Operation embodies five processes and four functions, as outlined in Table 5-1. Service Operation is the only core publication that describes functions.
 {|border=1 ;style="margin: 0 auto; text-align: center;cellpadding="5" cellspacing="0"
 |+ Service Operation
 |- bgcolor=lightgrey
-! Processes !! Functions
+! Processes (What gets done) !! Functions (Who does it)
 |-
 | Event Management || Service Desk

@@ Line 2: / Line 2: @@
 ==Service Strategy==
-*For example the long-term plan for a company
+For example the long-term plan for a company
-**What services should we offer and to whom?
+*What services should we offer and to whom?
-**How do we differentiate ourselves from competing alternatives?
+*How do we differentiate ourselves from competing alternatives?
-**How do we truly create value for our customers?
+*How do we truly create value for our customers?
-**How do we capture value for our stakeholders?
+*How do we capture value for our stakeholders?
-**How can we make a case for strategic investments?
+*How can we make a case for strategic investments?
 =Links=