ITIL At-A-Glance v1.1 PDF
ITIL At-A-Glance v1.1 PDF
ITIL At-A-Glance v1.1 PDF
Continual Service
Manages improvements to IT Services and
Improvement (CSI)
processes across the Service Lifecycle
Service Service Incident Request Problem Known Change Release CMDB CMDB CMDB
CMS
Portfolio Catalog Records Records Records Errors Records Records 1 2 3
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Copyright © AXELOS Limited 2011. Material is reproduced under license from AXELOS Limited. All rights reserved. (Figure 1.1 ITIL® Service Strategy 2011)
Establishes the overall strategy for IT Service Strategy (SS)
Services and IT Service Management
Demand Management
Understands and anticipates patterns of business activity that influence demand for IT
services and works with Capacity Management to ensure sufficient capacity to meet demand
Problem Management
Minimize the impact of Incidents and
Problems on the business caused by
errors in IT infrastructure and prevent
recurrence of incidents related
to the errors
IT Operations Management
Service Desk Operations Control
Facilities Management
How do we
keep the Where do we want to be? Measurable targets
momentum
going?
Service and process
How do we get there?
improvement
Copyright © Axelos Limited 2011. Material is reproduced under license from AXELOS Limited. All rights reserved.
(Figure 3.4 ITIL® Continual Service Improvement 2011)
Service Portfolio
Supplier &
Contract Customer Configuration
Customer Application Project
Management Agreement Management
Portfolio Portfolio Portfolio
Information Portfolio Database
System (CMDB)
Copyright © AXELOS Limited 2011. Material is reproduced under license from AXELOS Limited. All rights reserved. (Figure 4.14 ITIL® Service Strategy 2011)
Service Service Incident Request Problem Known Change Release CMDB CMDB CMDB
CMS
Portfolio Catalog Records Records Records Errors Records Records 1 2 3
Copyright © AXELOS Limited 2011. Material is reproduced under license from AXELOS Limited. All rights reserved. (Figure 1.1 ITIL® Service Strategy 2011)