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download itil mind maps v3 pdf

13 ITIL Mind Maps:
 Service Management as a Practice
 ITIL Service Strategy
 ITIL Service Strategy Processes
 ITIL Service Design
 ITIL Service Design Processes
 ITIL Service Transition
 ITIL Service Transition (SACM)
 ITIL Service Transition (Change and Evaluation)
 ITIL Service Operation
 ITIL Service Operation Functions
 ITIL Service Operation Processes
 ITIL Continual Service Improvement
 ITIL CSI Improvement Processes
ITIL® 2011 Mind Maps
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ITIL is a registered trademark of the Cabinet Office. This document can be shared internally.
ITIL - Service Management as a Practice
Facilitates outcomes without costs & risks
Uncertainty of outcome
Standards - ISO20000
Risk
Training and education
Sources
Functionality
Fitness for purpose
Industry practice - Sarbanes Oxley (SOX),
Financial Services Authority (FSA)
What the customer gets
Best
Practice
Fitness for use
Performance
Warranty
Internal and external experience
Research
Utility
Value to customers
How service is delivered
Service
Employees
Customers
Enablers
Economic value
Suppliers
Advisors
Reputation
Shown by
Technology
Customer Perception
Knowledge to achieve business objectives
Core
Enabling
Classification
Coordinated activities
Enhancing
Performance driven
Creates value for customers
Maintenance
Defines roles, activities, guidelines
Process
Prime customer contact
Measurable
Ensures delivery meets requirements
Service
Owner
Identify areas for input into CSI
register / raise RFC's
Communication with Process Owners
Reporting & monitoring
Accountable for delivery of service
Characteristics
Service
Management
as a Practice
Definitions
Function
Perform certain types of work
Responsible
Accountable
Assists with design
RACI Model
Documentation
Input to CSI register
Specialised units
Responsibility within process or function
Defines Strategy, policy, standards
Communication
Consulted
Clarifies roles and responsibilities
Process manager
Owner
Control
Documentation
Objectives
Feedback
Provides value for customers via services
IT service management
Service
Management