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09: ITIL (IT Infrastructure Library) (Key concepts (Processes (Service…
09: ITIL (IT Infrastructure Library)
Definition
Tool to manage IT services
Developed internally
Outsourced
Key concepts
Roles
Service manager
Manage all services
Service owner
Design of service
Performance of service
Improvement of service
Process owner
Design of process
Performance of process
Improvement of process
Product manager
Manages some services
Functions
Service desk
Technical management
Applications management
IT operations management
Processes
Service strategy
Strategy management
Service portfolio management
Financial management of IT services
Service design
Design a service
SLA management
Service transition
Implement changes to existing services
Deploy new services
Service operation
Provide services within planned parameters
Restore services when needed
Continual Service Improvement
Improving a service
Collecting KPI and CSF