Sitemap - Revision history

Andrea at 16:13, 10 January 2024

2024-01-10T16:13:02Z

← Older revision		Revision as of 18:13, 10 January 2024
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	*[[Basic Ideas behind ITIL]]		*[[Basic Ideas behind ITIL]]
	*[[ITIL Process Chains]]		*[[ITIL Process Chains]]
	*[[Additional Information on ITIL]]
	*[[Service Management Events]]

	== [[Process Management]] ==		== [[Process Management]] ==

Andrea at 11:55, 23 February 2021

2021-02-23T11:55:30Z

← Older revision		Revision as of 13:55, 23 February 2021
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	*[[Checklist Operational Level Agreement (OLA)]]		*[[Checklist Operational Level Agreement (OLA)]]
	*[[Checklist Post Implementation Review (PIR)]]		*[[Checklist Post Implementation Review (PIR)]]
	*[[Checklist Problem Priority]]
	*[[Checklist Problem Record]]		*[[Checklist Problem Record]]
	*[[Checklist Problem Report]]		*[[Checklist Problem Report]]

Andrea at 18:52, 15 November 2018

2018-11-15T18:52:48Z

← Older revision		Revision as of 20:52, 15 November 2018
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	== ITIL Versions ==		== ITIL Versions ==
			*[[ITIL 4\|FAQs about ITIL 4]]
	*[[ITIL 2011\|Comparison between ITIL 2011 and ITIL V3 - The Main Changes]]		*[[ITIL 2011\|Comparison between ITIL 2011 and ITIL V3 - The Main Changes]]
	*[[Comparison between ITIL V3 and ITIL V2 - The Main Changes]]		*[[Comparison between ITIL V3 and ITIL V2 - The Main Changes]]
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	*[[ITIL Introduction in Stages]]		*[[ITIL Introduction in Stages]]
	*[[ITIL Implementation - Key Factors]]		*[[ITIL Implementation - Key Factors]]

			== [[ISO 20000]] ==

	== [[ITIL-Checklists\|ITIL Checklists]] ==		== [[ITIL-Checklists\|ITIL Checklists]] ==
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	\|}		\|}

	== ITIL Roles ==		== [[ITIL Roles]] ==
	=== [[ITIL Roles\|ITIL Roles (ITIL V3 2011)]] ===		=== [[ITIL Roles\|ITIL Roles (ITIL V3 2011)]] ===

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	== [[ITIL Wiki News]] ==		== [[ITIL Wiki News]] ==

	~~== [[ISO 20000]] ==~~		== Familiarise Yourself with ITIL ==

	=== Familiarise Yourself with ITIL ===
	*[[History of ITIL]]		*[[History of ITIL]]
	*[[Basic Ideas behind ITIL]]		*[[Basic Ideas behind ITIL]]
	*[[ITIL Process Chains]]		*[[ITIL Process Chains]]
			*[[Additional Information on ITIL]]
	~~===~~ [[Additional Information on ITIL]] ~~===~~		*[[Service Management Events]]
	~~===~~ [[Service Management Events]] ~~===~~

	== [[Process Management]] ==		== [[Process Management]] ==

Andrea at 15:49, 13 January 2017

2017-01-13T15:49:13Z

← Older revision		Revision as of 17:49, 13 January 2017
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	== [[ISO 20000]] ==		== [[ISO 20000]] ==

	~~== [[About ITIL\|What is ITIL?]] ==~~

	=== Familiarise Yourself with ITIL ===		=== Familiarise Yourself with ITIL ===

Andrea: /* Project Management */

2016-08-01T09:58:05Z

Project Management

← Older revision		Revision as of 11:58, 1 August 2016
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	* [[Project Management Template - Agenda Project Meeting]]		* [[Project Management Template - Agenda Project Meeting]]
	* [[Project Management Template - Project Meeting Minutes]]		* [[Project Management Template - Project Meeting Minutes]]

			== IT Process Wiki (English version) - Popular Pages ==
			* [[PopularPages - Backup 2016-05-09]]

Andrea: /* ITIL Implementation in 10 Steps */

2015-03-23T17:34:17Z

ITIL Implementation in 10 Steps

← Older revision		Revision as of 19:34, 23 March 2015
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	==== [[ITIL Processes\|ITIL Processes according to ITIL V3 (2007/ 2011)]] ====		==== [[ITIL Processes\|ITIL Processes according to ITIL V3 (2007/ 2011)]] ====

	===== [[ITIL V3 Service Strategy\|ITIL Service Strategy]] =====		===== [[ITIL Service Strategy\|ITIL Service Strategy]] =====
	* [[ITIL Strategy Management\|Strategy Management for IT Services]]		* [[ITIL Strategy Management\|Strategy Management for IT Services]]
	* [[ITIL Demand Management\|Demand Management]]		* [[ITIL Demand Management\|Demand Management]]
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	* [[Business Relationship Management]]		* [[Business Relationship Management]]

	===== [[ITIL V3 Service Design\|ITIL Service Design]] =====		===== [[ITIL Service Design\|ITIL Service Design]] =====
	* [[ITIL Design Coordination\|Design Coordination]]		* [[ITIL Design Coordination\|Design Coordination]]
	* [[Service Catalogue Management]]		* [[Service Catalogue Management]]
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	* [[Supplier Management]]		* [[Supplier Management]]

	===== [[ITIL V3 Service Transition\|ITIL Service Transition]] =====		===== [[ITIL Service Transition\|ITIL Service Transition]] =====
	* [[Change Management]]		* [[Change Management]]
	* [[ITIL Change Evaluation\|Change Evaluation]]		* [[ITIL Change Evaluation\|Change Evaluation]]
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	* [[Knowledge Management]]		* [[Knowledge Management]]

	===== [[ITIL V3 Service Operation\|ITIL Service Operation]] =====		===== [[ITIL Service Operation\|ITIL Service Operation]] =====
	* [[Event Management]]		* [[Event Management]]
	* [[Incident Management]]		* [[Incident Management]]
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	* [[ITIL Technical Management\|Technical Management]]		* [[ITIL Technical Management\|Technical Management]]

	===== [[ITIL V3 CSI - Continual Service Improvement\|ITIL Continual Service Improvement]] =====		===== [[ITIL CSI - Continual Service Improvement\|ITIL Continual Service Improvement]] =====
	* [[Service Review]]		* [[Service Review]]
	* [[Process Evaluation]]		* [[Process Evaluation]]
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	*[[IT Service Continuity Management - ITIL V2]]		*[[IT Service Continuity Management - ITIL V2]]
	*[[Financial Management for IT Services]]		*[[Financial Management for IT Services]]

			====[[ITIL Functions]]====

	== [[ITIL Implementation]] ==		== [[ITIL Implementation]] ==
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	* [[ITIL Implementation - Training\|ITIL Implementation: Step 10]]		* [[ITIL Implementation - Training\|ITIL Implementation: Step 10]]
	* [[ITIL Implementation/_Infographic\|ITIL Implementation: Infographic]]		* [[ITIL Implementation/_Infographic\|ITIL Implementation: Infographic]]
			* [[ITIL Implementation/_Infographic_-_Arabic\|ITIL Implementation: Infographic (Arabic)]]

	=== ITIL Process Templates as a Way to Save Effort ===		=== ITIL Process Templates as a Way to Save Effort ===
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	*[[KPIs Change Management]]		*[[KPIs Change Management]]
	*[[KPIs Configuration Management\|KPIs Service Asset and Configuration Management]]		*[[KPIs Configuration Management\|KPIs Service Asset and Configuration Management]]
			*[[KPIs CSI Initiatives]]
	*[[KPIs Financial Management for IT Services]]		*[[KPIs Financial Management for IT Services]]
	*[[KPIs IT Security Management]]		*[[KPIs IT Security Management]]

Andrea: /* ITIL Implementation in 10 Steps */

2013-06-27T10:05:29Z

ITIL Implementation in 10 Steps

← Older revision		Revision as of 12:05, 27 June 2013
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	* [[ITIL Implementation - Application Systems\|ITIL Implementation: Step 9]]		* [[ITIL Implementation - Application Systems\|ITIL Implementation: Step 9]]
	* [[ITIL Implementation - Training\|ITIL Implementation: Step 10]]		* [[ITIL Implementation - Training\|ITIL Implementation: Step 10]]
			* [[ITIL Implementation/_Infographic\|ITIL Implementation: Infographic]]

	=== ITIL Process Templates as a Way to Save Effort ===		=== ITIL Process Templates as a Way to Save Effort ===
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	*[[Checklist Incident Escalation]]		*[[Checklist Incident Escalation]]
	*[[Checklist Incident Priority]]		*[[Checklist Incident Priority]]
	*[[Checklist Incident Record ~~- ITIL V2~~]]		*[[Checklist Incident Record]]
	*[[Checklist Incident Report]]		*[[Checklist Incident Report]]
	*[[Checklist Initial Analysis of an Incident]]		*[[Checklist Initial Analysis of an Incident]]
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	*[[Checklist Post Implementation Review (PIR)]]		*[[Checklist Post Implementation Review (PIR)]]
	*[[Checklist Problem Priority]]		*[[Checklist Problem Priority]]
	*[[Checklist Problem Record ~~- ITIL V2~~]]		*[[Checklist Problem Record]]
	*[[Checklist Problem Report]]		*[[Checklist Problem Report]]
	*[[Checklist Protocol SLA Review]]		*[[Checklist Protocol SLA Review]]
	*[[Checklist Protocol Disaster Practice]]		*[[Checklist Protocol Disaster Practice]]
	*[[Checklist Release Plan]]		*[[Checklist Release Plan]]
	*[[Checklist Request for Change (RFC)]]
	*[[Checklist Service Catalogue]]		*[[Checklist Service Catalogue]]
	*[[Checklist Service Improvement Plan (SIP)]]
	*[[Checklist Service Level Agreement (SLA)]]		*[[Checklist Service Level Agreement (SLA)]]
	*[[Checklist Service Level Report]]		*[[Checklist Service Level Report]]
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	== [[ITIL Glossary]] ==		== [[ITIL Glossary]] ==

			{\|
			\| [[ITIL_Glossary/_ITIL_Terms_1-9\|'''1 ... 9''']]
			\|}
			{\|
			\| [[ITIL_Glossary/_ITIL_Terms_A\|'''A''']]\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_B\|'''B''']]\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_C\|'''C''']]\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_D\|'''D''']]\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_E\|'''E''']]\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_F\|'''F''']]\|\|\|\| '''G'''\|\|\|\| '''H'''\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_I\|'''I''']]\|\|\|\| '''J'''\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_K\|'''K''']]\|\|\|\| '''L'''\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_M\|'''M''']]
			\|-
			\| [[ITIL_Glossary/_ITIL_Terms_N\|'''N''']]\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_O\|'''O''']]\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_P\|'''P''']]\|\|\|\| '''Q'''\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_R\|'''R''']]\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_S\|'''S''']]\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_T\|'''T''']]\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_U\|'''U''']]\|\|\|\| '''V'''\|\|\|\| [[ITIL_Glossary/_ITIL_Terms_W\|'''W''']]\|\|\|\| '''X'''\|\|\|\| '''Y'''\|\|\|\| '''Z'''
			\|}

	== ITIL Roles ==		== ITIL Roles ==
	=== [[Roles ~~within ITIL V3~~\|ITIL Roles (ITIL V3)]] ===		=== [[ITIL Roles\|ITIL Roles (ITIL V3 2011)]] ===

	=== [[Roles ~~within~~ ITIL\|ITIL Roles (ITIL V2)]] ===		=== [[ITIL Roles#Roles in ITIL V2\|ITIL Roles (ITIL V2)]] ===

	== [[ITIL Key Performance Indicators\|ITIL KPIs]] ==		== [[ITIL Key Performance Indicators\|ITIL KPIs]] ==
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	=== [[Additional Information on ITIL]] ===		=== [[Additional Information on ITIL]] ===
			=== [[Service Management Events]] ===

	== [[Process Management]] ==		== [[Process Management]] ==

Andrea: /* ITIL Checklists (ITIL V3 2011 Edition) */

2012-09-13T09:36:30Z

ITIL Checklists (ITIL V3 2011 Edition)

Show changes

Andrea: /* ITIL KPIs (ITIL Processes) */

2011-07-03T18:00:05Z

ITIL KPIs (ITIL Processes)

Show changes

Andrea: /* ITIL Implementation */

2008-01-01T18:46:59Z

[[ITIL Implementation]]

New page

== [[Main Page]] ==

== [[About ITIL|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|Comparison between ITIL V3 ("ITIL Version 3") and ITIL V2 - the Main Changes and Differences]] ====

==== [[ITIL Version 3]] ====

==== [[ITIL Processes|ITIL Processes according to ITIL Version 3 (ITIL V3)]] ====
*[[ITIL_Processes#Service Strategy|Service Strategy]]
*[[ITIL_V3 Service Design|Service Design]]
** [[Service Catalogue Management|ITIL Process Overview: Service Catalogue Management (ITIL V3)]]
** [[Service Level Management|ITIL Process Overview: Service Level Management (ITIL V3)]]
** [[Risk Management|ITIL Process Overview: Risk Management (ITIL V3)]]
** [[Capacity Management|ITIL Process Overview: Capacity Management (ITIL V3)]]
** [[Availability Management|ITIL Process Overview: Availability Management (ITIL V3)]]
** [[IT Service Continuity Management|ITIL Process Overview: IT Service Continuity Management (ITIL V3)]]
** [[IT Security Management|ITIL Process Overview: IT Security Management (ITIL V3)]]
** [[Compliance Management|ITIL Process Overview: Compliance Management (ITIL V3)]]
** [[IT Architecture Management|ITIL Process Overview: IT Architecture Management (ITIL V3)]]
** [[Supplier Management|ITIL Process Overview: Supplier Management (ITIL V3)]]

*[[ITIL V3 Service Transition|Service Transition]]
** [[Change Management|ITIL Process Overview: Change Management (ITIL V3)]]
** [[Project Management - Transition Planning and Support|ITIL Process Overview: Project Management/ Transition Planning and Support (ITIL V3)]]
** [[Release and Deployment Management|ITIL Process Overview: Release and Deployment Management (ITIL V3)]]
** [[Service Validation and Testing|ITIL Process Overview: Service Validation and Testing (ITIL V3)]]
**[[Application Development and Customization|ITIL Process Overview: Application Development and Customization (ITIL V3)]]
**[[Service Asset and Configuration Management|ITIL Process Overview: Service Asset and Configuration Management (ITIL V3)]]
**[[Knowledge Management|ITIL Process Overview: Knowledge Management (ITIL V3)]]

*[[ITIL V3 Service Operation|Service Operation]]
** [[Event Management|ITIL Process Overview: Event Management (ITIL V3)]]
** [[Incident Management|ITIL Process Overview: Incident Management (ITIL V3)]]
** [[Request Fulfilment|ITIL Process Overview: Request Fulfilment (ITIL V3)]]
** [[Access Management|ITIL Process Overview: Access Management (ITIL V3)]]
** [[Problem Management|ITIL Process Overview: Problem Management (ITIL V3)]]
** [[IT Operations Management|ITIL Process Overview: IT Operations Management (ITIL V3)]]
** [[IT Facilities Management|ITIL Process Overview: IT Facilities Management (ITIL V3)]]
*[[ITIL_Processes#Continual Service Improvement|Continual Service Improvement (ITIL V3)]]

==== [[Roles within ITIL V3|Definitions of the ITIL Roles according to ITIL V3]] ====

==== [[ITIL Processes|ITIL Processes according to ITIL Version 2 (ITIL V2)]] ====
*[[Availability Management - ITIL V2|ITIL Process Overview: Availability Management]]
*[[Capacity Management - ITIL V2|ITIL Process Overview: Capacity Management]]
*[[Change Management - ITIL V2|ITIL Process Overview: Change Management]]
*[[Configuration Management|ITIL Process Overview: Configuration Management]]
*[[Financial Management for IT Services|ITIL Process Overview: Financial Management for IT Services]]
*[[IT Service Continuity Management - ITIL V2|ITIL Process Overview: IT Service Continuity Management]]
*[[Problem Management - ITIL V2|ITIL Process Overview: Problem Management]]
*[[Release Management|ITIL Process Overview: Release Management]]
*[[ITIL Processes|ITIL Process Overview: Service Delivery]]
*[[Service Desk and Incident Management|ITIL Process Overview: Service Desk and Incident Management]]
*[[Service Level Management - ITIL V2|ITIL Process Overview: Service Level Management]]
*[[ITIL Processes|ITIL Process Overview: Service Support]]

==== [[Roles within ITIL|Definitions of the ITIL Roles according to ITIL V2]] ====

==== [[ITIL-Checklists|ITIL Checklists]] ====
*[[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]]
*[[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]]
*[[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 Key Performance Indicators|ITIL KPIs]] ====
* [[ITIL KPIs Service Strategy|ITIL V3 Key Performance Indicators Service Strategy]]
* [[ITIL KPIs Service Design|ITIL V3 Key Performance Indicators Service Design]]
* [[ITIL KPIs Service Transition|ITIL V3 Key Performance Indicators Service Transition]]
* [[ITIL KPIs Service Operation|ITIL V3 Key Performance Indicators Service Operation]]
*[[KPIs Availability Management|ITIL Key Performance Indicators Availability Management]]
*[[KPIs Capacity Management|ITIL Key Performance Indicators Capacity Management]]
*[[KPIs Change Management|ITIL Key Performance Indicators Change Management]]
*[[KPIs Configuration Management|ITIL Key Performance Indicators Configuration Management]]
*[[KPIs Financial Management for IT Services|ITIL Key Performance Indicators Financial Management for IT Services]]
*[[KPIs IT Service Continuity Management|ITIL Key Performance Indicators IT Service Continuity Management]]
*[[KPIs Problem Management|ITIL Key Performance Indicators Problem Management]]
*[[KPIs Release Management|ITIL Key Performance Indicators Release Management]]
*[[KPIs Service Desk and Incident Management|ITIL Key Performance Indicators Service Desk and Incident Management]]
*[[KPIs Service Level Management|ITIL Key Performance Indicators Service Level Management]]

==== [[ITIL Glossary|ITIL Glossary of ITIL Terms and Acronyms]] ====

==== [[Additional Information on ITIL|More on ITIL]] ====

== [[ISO 20000|ISO 20000 Certification and ITIL V3]] ==

== [[ITIL Implementation]] ==

=== On ITIL Implementation Projects ===

*[[ITIL for Small and Medium-Sized Businesses]]
*[[ITIL Introduction in Stages]]
*[[ITIL Implementation - Key Factors|Key Factors for ITIL Implementations]]
*[[ITIL Implementation with Process Templates|Process Templates as a Way to Save Effort]]

=== ITIL Implementation in 10 Steps ===
*[[ITIL Implementation - Project Course|Overview of the Project Steps]]
*[[ITIL Implementation - Project Preparation|Step 1: Project Preparation]]
*[[ITIL Implementation - IT-Services|Step 2: Define the IT-Services]]
*[[ITIL Implementation - ITIL Roles|Step 3: Select ITIL Roles and Determine Role Owners]]
*[[ITIL Implementation - ITIL Assessment|Step 4: Analysis of As-Is Processes: ITIL-Assessment]]
*[[ITIL Implementation - Process Structure|Step 5: Definition of the To-Be Process Structure]]
*[[ITIL Implementation - Process Interfaces|Step 6: Definition of the Process Interfaces]]
*[[ITIL Implementation - Process Controlling|Step 7: Establish Process Controlling]]
*[[ITIL Implementation - Process Design|Step 8: Design the Processes in Detail]]
*[[ITIL Implementation - Implementation|Step 9: Implement Processes and Systems]]
*[[ITIL Implementation - Training|Step 10: Train IT Staff and Customers]]

== [[Process Management]] ==