An introduction to itil v3

Páginas: 12 (2930 palavras) Publicado: 4 de junho de 2013
Instituto Politécnico de Setúbal - Escola Superior de Tecnologia
Curse: Computing Engineering 2007/2008 Class: Study and Communication Methods 2008-01-22

An Introduction to ITIL® V3 (ITINFRASTRUCTURELIBRARY)
ITIL ® is a Registered Trademark of The Office of Government Commerce (OGC)

Authors: David Godinho Luís Malaquias n. 070221127 n.º 070221128 Diamantino Carvalheiro n. 070221051 Abstract
It has become increasingly recognized that information is the most important strategic resource that any organization has to manage. The quality of the collection, analysis, production and distribution of information within an organization, provided by the IT Services is key to the business. The ITIL (IT Infrastructure Library) provides a framework of Best Practice guidance for IT ServiceManagement, covering each stage of the service lifecycle, from the initial definition and analysis of business requirements, through migration into the live environment, to live operation and improvement.

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Chapter: Abstract

Contents
Index
Abstract ................................................................................................................................. 2Contents ................................................................................................................................ 3 IT Service Management ......................................................................................................... 4 Service Management ......................................................................................................... 5 TheService Lifecycle ......................................................................................................... 6 The IT Infrastructure Library (ITIL ®) - Best Practice Guidelines for IT Service Management 8 Official Introduction to the ITIL Service Lifecycle .................................................................. 11 ITIL ® Service Strategy........................................................................................................ 12 ITIL ® Service Design .......................................................................................................... 13 ITIL ® Service Transition ..................................................................................................... 14 ITIL ® Service Operation..................................................................................................... 15 ITIL ® Service Improvement Continual ................................................................................ 16 Conclusion ........................................................................................................................... 18 Webgraphy.......................................................................................................................... 19 Appendix 1 – Service Lifecycle Processes .......................................................................... 20 Appendix 2 – ITSM Implementation Framework and Implementation Programme .............. 21 Appendix 3 - Demand and Supply Model – Governance in action ........................................ 22 Appendix 4 - The ITIL WiningStrategy - ITIL v3 on a page .................................................. 23

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Chapter: Contents

IT Service Management
Many of today‟s senior Business Managers and IT Managers faces this key issues:               IT and business strategic planning Integrating and aligning IT and business goals Implementing continual improvement Measuring IT organization effectivenessand efficiency Optimizing costs and the Total Cost of Ownership (TCO) Achieving and demonstrating Return on Investment (ROI) Demonstrating the business value of IT Developing business and IT partnerships and relationships Improving project delivery success Outsourcing, insourcing and smart sourcing Using IT to gain competitive advantage Delivering the required, business justified IT services...
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