Itil Procesos

ITIL On A Page
®

Lifecycle
Phase

Objectives

Service
Strategy

Service
Design

Service
Transition

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Identify strategy, services,
customers
Exploit opportunitiesUnderstand assets

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Design effective services
Design for current and future
needs
Minimise rework

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Key Concepts

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Customers
Service economics
Sourcing●
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Processes

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Service Portfolio Management
Financial Management
Strategy Management for IT
Services
Demand Management
Business Relationship
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Models
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Outputs and
Documents

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Design Coordination
Service Catalogue Management
Service Level Management
Availability ManagementCapacity Management
IT Service Continuity
Management
Information Security
Management
Supplier Management

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Generic Roles:
Resource Links:

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ITIL Overview Video

Service Design Package
Service Acceptance Criteria
Architectures
SLAs and OLAs
Supplier Management
Information System

Service Owner

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Service Transition Policies
Emotional impact
Organisational change

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Plan and manage change
Manage service risk
Deploy services
Set expectations
Ensure valueProvide knowledge

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5 Major Aspects
Holistic design
Balanced design
Constraints

Kano Model
4 Ps

Service models
Business Impact Analysis
User Profile
Patterns of business activityService Packages
Service Level Packages

Service
Operation

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ITIL Expert Program

Service optimisation
Balance in operations
Operational health
Provide good service
Commonactivities

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Improve services
Improve cost effectiveness
Meet changing business needs
Quality management

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Measurement
Baselines
Service Assessment
Governance
Return on...