Friday, November 27, 2009

Key processes of ITIL

SERVICE STRATEGY
(perspective, position, plan, pattern)
- Strategy Generation
- Financial Management
- Service Portfolio Management
- Demand Management

SERVICE DESIGN
(people, products, processes, partners)
- Service Catalog Management
- Service Level Management
- Availability Manager
- Capacity Management
- IT Continuity Management
- Information Security Management
- Supplier Management

SERVICE TRANSITION
- Change Management
- Service Asset and Configuration Management
- Knowledge Management
- Transition Planning and Support
- Release and Deployment Management
- Service Validation and testing
- Evaluation

SERVICE OPERATION
- Event Management
- Incident Management
- Request Fullfilment Management
- Problem Management
- Common Service Operation Activities
- Service Desk
- Technical Management
- Application Management

CONTINUAL SERVICE IMPROVEMENT (CSI)
- 7 step process improvement
- Service Measurement
- Service Reporting

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