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ITIL Service Lifecycle
The Business
Service Operation (SO) Service Strategy (SS)
Effective, efficient delivery and management of IT services to the business Establishes the overall strategy for IT Services and for ITSM
in accordance with levels agreed to in Service Level Agreements
Event Management
Operational Strategy Management for IT Services Demand Management
Detect events, determine their meaning, initiate appropriate
Services Responsible for developing and maintaining the Understand and anticipate Patterns of Business Activity
IT Operations
control action
Service Desk
Management with agreed Requirements provider's IT strategies and their influence on demand for IT Services
UTILITY and
Incident Management
Restore services to their normal operational state as quickly as
WARRANTY Service Portfolio Management Business Relationship Management
Technical Application Maintains a portfolio of IT services, describing them Responsible for maintaining a positive relationship
possible and minimize the adverse impact on the business
Management Management in terms of their value to the business with customers
Problem Management
Identify root cause of incidents and problems in order to Financial Management for IT Services
eliminate their recurrence and seek ways to minimize the impact
Responsible for managing an IT Service Providers
of those that cannot be prevented
Budgeting, Accounting and Charging Activities
Request Fulfillment
Provide mechanism for requesting standard services and their
Continual Service
efficient fulfillment
Access Management
Enable users rights to use services in accordance with policies
established through Information Security Management
Improvement (CSI)
Manages improvements to IT services and processes
across the Service Lifecycle
New Or
for improvement will measure
Deming Cycle
CSFs Chartered Services
Changed 7. Implement Plan
improvement
KPIs
Services
3. Gather the data
Act Do
Metrics
6. Present and use
service
the information process
Check
technology
Service Knowledge Service Service Incident Request Problem Known Change Release CMS CMDB 1 CMDB 2 CMDB 3 For more information contact:
Portfolio Catalog Records Records Records Errors Records Records
Management System 1-888-273-PINK (7465)
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KNOWLEDGE WISDOM
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