Itil v3

Páginas: 575 (143586 palavras) Publicado: 19 de março de 2013
ITIL Version 3 Service Design

ITIL V3 – Service Design

- Page 1 of 449

The ITIL Core consists of five publications. Each provides the guidance necessary for an integrated approach, as required by the ISO/IEC 20000 standard specification:
• • • • •

Service Strategy Service Design Service Transition Service Operation Continual Service Improvement.

ITIL V3 – Service Design

-Page 2 of 449

I N D I C E
Foreword.............................................................................................................10
OGC’s foreword ............................................................................................................ 10 Chief Architect’s foreword............................................................................................. 10Preface ...............................................................................................................12
Contact information....................................................................................................... 13

Acknowledgements.............................................................................................14
Chief Architect and authors.......................................................................................... 14 ITIL authoring team....................................................................................................... 14 Mentors ......................................................................................................................... 14 Further contributions..................................................................................................... 15
The ITIL Advisory Group .................................................................................................. 15 Reviewers ......................................................................................................................... 15

1 Introduction......................................................................................................16
1.1 Overview ................................................................................................................. 17 1.2 Context.................................................................................................................... 19
1.2.1 ServiceManagement............................................................................................... 19 1.2.2 Good practice in the public domain ......................................................................... 19 1.2.3 ITIL and good practice in Service Management...................................................... 21
1.2.3.1 ServiceStrategy..............................................................................................................23 1.2.3.2 Service Design................................................................................................................23 1.2.3.3 Service Transition ...........................................................................................................24 1.2.3.4 Service Operation...........................................................................................................24 1.2.3.5 Continual Service Improvement ......................................................................................24

1.3 Purpose................................................................................................................... 25 1.4Usage...................................................................................................................... 25

2 Service Management as a practice..................................................................26
2.1 What is Service Management? .............................................................................. 26 2.2 What are services? ................................................................................................. 28
2.2.1 The value proposition...
Ler documento completo

Por favor, assinar para o acesso.

Estes textos também podem ser interessantes

  • Itil v3
  • Itil v3
  • Itil v3
  • ITIL V3
  • Itil v3
  • Itil v3
  • itil v3
  • ITIL Foundation v3 (Resumo)

Seja um membro do Trabalhos Feitos

CADASTRE-SE AGORA!