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From IT Process Wiki

Contents 1 Main Page 2 What is ITIL? 2.1 Familiarise Yourself with ITIL 2.2 ITIL Reference Information 2.3 Comparison between ITIL V3 and ITIL V2 - The Main Changes 3 ITIL Processes 3.1 ITIL Processes according to ITIL Version 3 (ITIL V3) 3.1.1 ITIL V3 Service Strategy 3.1.2 ITIL V3 Service Design 3.1.3 ITIL V3 Service Transition 3.1.4 ITIL V3 Service Operation 3.1.5 ITIL V3 CSI - Continual Service Improvement 3.2 ITIL Processes according to ITIL Version 2 (ITIL V2) 3.2.1 Service Support 3.2.2 Service Delivery 4 ITIL Implementation 4.1 ITIL Implementation in 10 Steps 4.2 ITIL Process Templates as a Way to Save Effort 4.3 More on ITIL Implementation Projects 5 ITIL Roles 5.1 ITIL Roles (ITIL V2) 5.2 ITIL Roles (ITIL V2) 6 ITIL Checklists 6.1 ITIL Checklists (ITIL V3) 6.2 ITIL Checklists (ITIL V2) 7 ITIL KPIs 7.1 ITIL KPIs (ITIL V3) 7.2 ITIL KPIs (ITIL V3) 8 ITIL Glossary 9 Additional Information on ITIL 10 ISO 20000 11 Process Management

Main Page

What is ITIL?

Familiarise Yourself with ITIL

• History of ITIL
• Basic Ideas behind ITIL
• ITIL Process Chains

ITIL Reference Information

Comparison between ITIL V3 and ITIL V2 - The Main Changes

ITIL Processes

ITIL Processes according to ITIL Version 3 (ITIL V3)

ITIL V3 Service Strategy

• Service Portfolio Management (ITIL V3)
• Financial Management (ITIL V3)

ITIL V3 Service Design

• • Service Catalogue Management
  • Service Level Management
  • Risk Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • IT Security Management
  • Compliance Management
  • IT Architecture Management
  • Supplier Management

ITIL V3 Service Transition

• • Change Management
  • Project Management - Transition Planning and Support
  • Release and Deployment Management
  • Service Validation and Testing
  • Application Development and Customization
  • Service Asset and Configuration Management
  • Knowledge Management

ITIL V3 Service Operation

• • Event Management
  • Incident Management
  • Request Fulfilment
  • Access Management
  • Problem Management
  • IT Operations Management
  • IT Facilities Management

ITIL V3 CSI - Continual Service Improvement

• • Service Evaluation
  • Process Evaluation
  • Definition of Improvement Initiatives
  • CSI Monitoring

ITIL Processes according to ITIL Version 2 (ITIL V2)

Service Support

• Service Desk and Incident Management
• Problem Management - ITIL V2
• Change Management - ITIL V2
• Release Management
• Configuration Management

Service Delivery

• Service Level Management - ITIL V2
• Availability Management - ITIL V2
• Capacity Management - ITIL V2
• IT Service Continuity Management - ITIL V2
• Financial Management for IT Services

ITIL Implementation

ITIL Implementation in 10 Steps

• Overview of the Project Steps
• ITIL Implementation: Step 1
• ITIL Implementation: Step 2
• ITIL Implementation: Step 3
• ITIL Implementation: Step 4
• ITIL Implementation: Step 5
• ITIL Implementation: Step 6
• ITIL Implementation: Step 7
• ITIL Implementation: Step 8
• ITIL Implementation: Step 9
• ITIL Implementation: Step 10

ITIL Process Templates as a Way to Save Effort

• ITIL Implementation with Process Templates
• Switching from ITIL V2 to ITIL V3

More on ITIL Implementation Projects

• ITIL for Small and Medium-Sized Businesses
• ITIL Introduction in Stages
• ITIL Implementation - Key Factors

ITIL Roles

ITIL Roles (ITIL V2)

ITIL Roles (ITIL V2)

ITIL Checklists

ITIL Checklists (ITIL V3)

• Checklist Service Portfolio
• Checklist Financial Analysis
• Checklist SLA OLA UC
• Checklist Service Design Package SDP
• Checklist Request for Change RFC
• Checklist CMS CMDB
• Checklist Incident Record
• Checklist Problem Record
• Checklist Service Evaluation Report
• Checklist Service Improvement Plan SIP

ITIL Checklists (ITIL V2)

• Checklist Availability Improvement Plan
• Checklist Availability Report
• Checklist CAB Agenda
• Checklist CMDB Audit Protocol
• Checklist Capacity Forecast
• Checklist Capacity Plan
• Checklist Capacity Report
• Checklist Change Classification
• Checklist Change Record
• Checklist Closure of a Problem
• Checklist Closure of an Incident
• Checklist Configuration Item (CI) Record
• Checklist Emergency Plan
• Checklist Forward Schedule of Changes (FSC)
• Checklist ITSCM Report
• Checklist ITSCM Risk Analysis
• Checklist IT Service Continuity Plan
• Checklist Incident Escalation
• Checklist Incident Priority
• Checklist Incident Record - ITIL V2
• Checklist Incident Report
• Checklist Initial Analysis of an Incident
• Checklist Operational Level Agreement (OLA)
• Checklist Post Implementation Review (PIR)
• Checklist Problem Priority
• Checklist Problem Record - ITIL V2
• Checklist Problem Report
• Checklist Protocol SLA Review
• Checklist Protocol Disaster Practice
• Checklist Release Plan
• Checklist Request for Change (RFC)
• Checklist Service Catalogue
• Checklist Service Improvement Plan (SIP)
• Checklist Service Level Agreement (SLA)
• Checklist Service Level Report
• Checklist Service Level Requirements (SLR)
• Checklist Service Quality Plan (SQP)
• Checklist Service Specification Sheet
• Checklist Underpinning Contract (UC)

ITIL KPIs

ITIL KPIs (ITIL V3)

• ITIL KPIs Service Strategy
• ITIL KPIs Service Design
• ITIL KPIs Service Transition
• ITIL KPIs Service Operation
• ITIL KPIs Continual Service Improvement

ITIL KPIs (ITIL V3)

• KPIs Availability Management
• KPIs Capacity Management
• KPIs Change Management
• KPIs Configuration Management
• KPIs Financial Management for IT Services
• KPIs IT Service Continuity Management
• KPIs Problem Management
• KPIs Release Management
• KPIs Service Desk and Incident Management
• KPIs Service Level Management

ITIL Glossary

Additional Information on ITIL

ISO 20000

Process Management