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ITIL, Alejandro Rodríguez San Lee, Sergio Zeledón Lostalo, T1: Mapa Mental…
ITIL
Service value system
Components
Guiding principles
Governance
Practices
Continual Improvement
Opportunity/Demand
Value
Key dimensions
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
new certification scheme
First Stream
ITIL Managing Professional (MP) certification
Create, Deliver & Support
Drive Stakeholder value
High Velocity IT
Direct, Plan & Improve
Second Stream
ITIL Strategic Leader (SL) certification
Digital & It Strategy
Direct, Plan & Improve
Initially developed in 1980
New century
ITIL v2
Service desk
10 processes
ITIL v3
Characteristics
Manage end-to-end lifecycle of services
26 processes
Supported by four organizational functions
Aligned with ISO 20000 Standards
2011
Improved consistency and readability of ITIL
Introduced the business relationship managemente process
2007
New functions to manage
Applications
Infraestructure
Operations
Key stages of a service
Service design
Handles
Evolution or withdrawal
Creations of services
Service transition
Provides planning and management to bring designes services into production
Ensures
Stakeholder satisfaction
Quality of service
Service strategy
Defines
Objectives
relating to the value of the service
Policies
Service operation
Carries out recurring activities
Support day to day business
Processes and functions have now been broadened in scope as practices
ITIL Practitioner
2016
Guiding principles to facilitate adoption of ITIL
ITIL v4
2019
Reshape much of the established ITSM practices
Customer experience
Value streams
Digital transformations
New ways of working
Lean
Agile
Dev Ops
Ready for the digital age
Approach to IT service management
Modular Architecture
Alejandro Rodríguez San Lee
Sergio Zeledón Lostalo
T1: Mapa Mental ITIL