To ITIL®
V3 είναι το πιο γνωστό πρότυπο παγκοσμίως για IT
Operations. Η δομή των ITIL
Exams εμφανίζεται
στο επόμενο διάγραμμα.
To ITIL® V4 είναι η τελευταία έκδοση του ITIL. Η δομή των ITIL V4 Exams εμφανίζεται στο επόμενο διάγραμμα.
ITIL Lifecycle
The Service Lifecycle
The Lifecycle Phase: Service Strategy (SS)
- Basic concepts and principles
- Service Strategy Processes
- Service portfolio management
- Financial management
- Business relationship management
The Lifecycle Phase: Service Design (SD)
- Basic concepts and principles
- Service Design Processes
- Service Level Management: purpose, objectives, scope, basic
concepts, activities and interfaces
- Service Catalogue Management: purpose, objectives and scope
- Availability Management: purpose, objectives and scope
- Capacity Management: purpose, objectives and scope
- Information Security Management: purpose, objectives and
scope
- IT Service Continuity Management: purpose, objectives and
scope
- Supplier Management: purpose, objectives and scope
- Design Coordination: purpose, objectives and scope
The Lifecycle Phase: Service Transition (SD)
- Service Transition Processes
- Change Management: purpose, objectives, scope, basic
concepts, activities and interfaces
- Transition Planning and Support: purpose, objectives and
scope
- Service asset and configuration management: purpose,
objectives and scope
- Release and deployment management: purpose, objectives and
scope
- Knowledge management: purpose, objectives and scope
The Lifecycle Phase: Service Operation (SO)
- • Service Operation Processes
- Incident and Problem Management: purpose, objectives, scope,
basic concepts, activities and interfaces
- Event Management, Request Fulfillment and Access Management:
purpose, objectives and scope
- Service Operation Functions
- Service Desk: roles, objectives and organizational
structures
- Technical Management, IT Operations Management and
Application Management: role and objectives
The Lifecycle Phase: Continuous Service Improvement (CSI)
- Basic concepts and principles:
- CSI Process
- Seven (7) step improvement process: purpose, objectives and
scope
Detailed
ITIL Lifecycle from FOXIT
click to enlarge...