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== [[Main Page]] ==
== [[Main Page]] ==


== [[About ITIL|What is ITIL?]] ==
== ITIL Versions ==
*[[ITIL 4|FAQs about ITIL 4]]
*[[ITIL 2011|Comparison between ITIL 2011 and ITIL V3 - The Main Changes]]
*[[Comparison between ITIL V3 and ITIL V2 - The Main Changes]]


=== Familiarise Yourself with ITIL ===
== [[ITIL Processes]] ==
*[[History of ITIL]]
==== [[ITIL Processes|ITIL Processes according to ITIL V3 (2007/ 2011)]] ====
*[[Basic Ideas behind ITIL]]
 
*[[ITIL Process Chains]]
===== [[ITIL Service Strategy|ITIL Service Strategy]] =====
* [[ITIL Strategy Management|Strategy Management for IT Services]]
* [[ITIL Demand Management|Demand Management]]
* [[Service Portfolio Management]]
* [[Financial Management]]
* [[Business Relationship Management]]
 
===== [[ITIL Service Design|ITIL Service Design]] =====
* [[ITIL Design Coordination|Design Coordination]]
* [[Service Catalogue Management]]
* [[Service Level Management]]
* [[Risk Management]]
* [[Capacity Management]]
* [[Availability Management]]
* [[IT Service Continuity Management]]
* [[IT Security Management|Information Security Management]]
* [[Compliance Management]]
* [[IT Architecture Management|Architecture Management]]
* [[Supplier Management]]
 
===== [[ITIL Service Transition|ITIL Service Transition]] =====
* [[Change Management]]
* [[ITIL Change Evaluation|Change Evaluation]]
* [[Project Management - Transition Planning and Support]]
* [[Release and Deployment Management]]
* [[Service Validation and Testing]]
* [[Application Development and Customization|ITIL Application Development]]
* [[Service Asset and Configuration Management]]
* [[Knowledge Management]]
 
===== [[ITIL Service Operation|ITIL Service Operation]] =====
* [[Event Management]]
* [[Incident Management]]
* [[Request Fulfilment]]
* [[Access Management]]
* [[Problem Management]]
* [[IT Operations Control]]
* [[IT Facilities Management|Facilities Management]]
* [[ITIL Application Management|Application Management]]
* [[ITIL Technical Management|Technical Management]]
 
===== [[ITIL CSI - Continual Service Improvement|ITIL Continual Service Improvement]] =====
* [[Service Review]]
* [[Process Evaluation]]
* [[Definition of Improvement Initiatives]]
* [[CSI Monitoring]]


=== ITIL Reference Information ===
==== [[ITIL Processes|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]]


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


==== [[ITIL Processes|ITIL Processes according to ITIL Version 3 (ITIL V3)]] ====
== [[ITIL Implementation]] ==
*[[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]]
=== ITIL Implementation in 10 Steps ===
** [[Change Management|ITIL Process Overview: Change Management (ITIL V3)]]
* [[ITIL Implementation - Project Preparation|ITIL Implementation: Step 1]]
** [[Project Management - Transition Planning and Support|ITIL Process Overview: Project Management/ Transition Planning and Support (ITIL V3)]]
* [[ITIL Implementation - IT Service Structure|ITIL Implementation: Step 2]]
** [[Release and Deployment Management|ITIL Process Overview: Release and Deployment Management (ITIL V3)]]
* [[ITIL Implementation - ITIL Roles|ITIL Implementation: Step 3]]
** [[Service Validation and Testing|ITIL Process Overview: Service Validation and Testing (ITIL V3)]]
* [[ITIL Implementation - ITIL Assessment|ITIL Implementation: Step 4]]
**[[Application Development and Customization|ITIL Process Overview: Application Development and Customization (ITIL V3)]]
* [[ITIL Implementation - Process Structure|ITIL Implementation: Step 5]]
**[[Service Asset and Configuration Management|ITIL Process Overview: Service Asset and Configuration Management (ITIL V3)]]
* [[ITIL Implementation - Process Interfaces|ITIL Implementation: Step 6]]
**[[Knowledge Management|ITIL Process Overview: Knowledge Management (ITIL V3)]]
* [[ITIL Implementation - Process Control|ITIL Implementation: Step 7]]
* [[ITIL Implementation - Process Design|ITIL Implementation: Step 8]]
* [[ITIL Implementation - Application Systems|ITIL Implementation: Step 9]]
* [[ITIL Implementation - Training|ITIL Implementation: Step 10]]
* [[ITIL Implementation/_Infographic|ITIL Implementation: Infographic]]
* [[ITIL Implementation/_Infographic_-_Arabic|ITIL Implementation: Infographic (Arabic)]]


*[[ITIL V3 Service Operation|Service Operation]]
===  ITIL Process Templates as a Way to Save Effort ===
** [[Event Management|ITIL Process Overview: Event Management (ITIL V3)]]
* [[ITIL Implementation with Process Templates]]
** [[Incident Management|ITIL Process Overview: Incident Management (ITIL V3)]]
* [[Switching from ITIL V2 to 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]] ====
=== More on ITIL Implementation Projects ===
*[[ITIL for Small and Medium-Sized Businesses]]
*[[ITIL Introduction in Stages]]
*[[ITIL Implementation - Key Factors]]


== [[ISO 20000]] ==


==== [[ITIL Processes|ITIL Processes according to ITIL Version 2 (ITIL V2)]] ====
== [[ITIL-Checklists|ITIL Checklists]] ==
*[[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 V3 2011 Edition) ====
*[[Checklist Service Portfolio]]
*[[Checklist Financial Analysis]]
*[[Checklist SLA OLA]]
*[[Checklist Service Design Package SDP]]
*[[Checklist Capacity Plan]]
*[[Checklist Underpinning Contract (UC)]]
*[[Checklist Request for Change RFC]]
*[[Checklist Release Policy]]
*[[Checklist CMS CMDB]]
*[[Checklist Incident Record]]
*[[Checklist Incident Priority]]
*[[Checklist Problem Record]]
*[[Checklist Service Review Report]]
*[[Checklist Service Improvement Plan SIP|Checklist Service Improvement Plan SIP - CSI Register]]


==== [[ITIL-Checklists|ITIL Checklists]] ====
==== More ITIL Checklists ====
*[[Checklist Availability Improvement Plan]]
*[[Checklist Availability Improvement Plan]]
*[[Checklist Availability Report]]
*[[Checklist Availability Report]]
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*[[Checklist CMDB Audit Protocol]]
*[[Checklist CMDB Audit Protocol]]
*[[Checklist Capacity Forecast]]
*[[Checklist Capacity Forecast]]
*[[Checklist Capacity Plan]]
*[[Checklist Capacity Report]]
*[[Checklist Capacity Report]]
*[[Checklist Change Classification]]
*[[Checklist Change Classification]]
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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]]
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*[[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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*[[Checklist Service Quality Plan (SQP)]]
*[[Checklist Service Quality Plan (SQP)]]
*[[Checklist Service Specification Sheet]]
*[[Checklist Service Specification Sheet]]
*[[Checklist Underpinning Contract (UC)]]


==== [[ITIL Key Performance Indicators|ITIL KPIs]] ====
== [[ITIL Glossary]] ==
* [[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]] ====
{|
| [[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'''
|}


==== [[Additional Information on ITIL|More on ITIL]] ====
== [[ITIL Roles]] ==
=== [[ITIL Roles|ITIL Roles (ITIL V3 2011)]] ===


== [[ISO 20000|ISO 20000 Certification and ITIL V3]] ==
=== [[ITIL Roles#Roles in ITIL V2|ITIL Roles (ITIL V2)]] ===


== [[ITIL Implementation]] ==
== [[ITIL Key Performance Indicators|ITIL KPIs]] ==
==== ITIL KPIs (ITIL Disciplines) ====
* [[ITIL KPIs Service Strategy]]
* [[ITIL KPIs Service Design]]
* [[ITIL KPIs Service Transition]]
* [[ITIL KPIs Service Operation]]
* [[ITIL KPIs Continual Service Improvement]]


=== On ITIL Implementation Projects ===
==== ITIL KPIs (ITIL Processes) ====
*[[KPIs Availability Management]]
*[[KPIs Business Relationship Management]]
*[[KPIs Capacity Management]]
*[[KPIs Change Management]]
*[[KPIs Configuration Management|KPIs Service Asset and Configuration Management]]
*[[KPIs CSI Initiatives]]
*[[KPIs Financial Management for IT Services]]
*[[KPIs IT Security Management]]
*[[KPIs IT Service Continuity Management]]
*[[KPIs Problem Management]]
*[[KPIs Process Evaluation]]
*[[KPIs ITIL Project Management - Transition Planning and Support]]
*[[KPIs Release Management|KPIs Release and Deployment Management]]
*[[KPIs Service Desk and Incident Management]]
*[[KPIs Service Review]]
*[[KPIs Service Level Management]]
*[[KPIs Service Portfolio Management]]
*[[KPIs Service Validation and Testing]]
*[[KPIs Supplier Management]]


*[[ITIL for Small and Medium-Sized Businesses]]
== [[ITIL Wiki News]] ==
*[[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 ===
== Familiarise Yourself with ITIL ==
*[[ITIL Implementation - Project Course|Overview of the Project Steps]]
*[[History of ITIL]]
*[[ITIL Implementation - Project Preparation|Step 1: Project Preparation]]
*[[Basic Ideas behind ITIL]]
*[[ITIL Implementation - IT-Services|Step 2: Define the IT-Services]]
*[[ITIL Process Chains]]
*[[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]] ==
== [[Process Management]] ==
== [[Project Management]] ==
=== [[Project Management - Templates, Checklists and Tips]] ===
==== Checklists ====
* [[Project Management Checklist - Preparation of a Meeting]]
* [[Project Management Checklist - Organizing a Meeting]]
* [[Project Management Checklist - Tips for Chairing a Meeting]]
* [[Project Management Checklist - Leadership techniques in a project]]
* [[Project Management Checklist - Competencies of the team members]]
* [[Project Management Checklist - Competencies of the project manager]]
* [[Project Management Checklist - Defining the Project Goal]]
* [[Project Management Checklist - Project Organization]]
==== Templates ====
* [[Project Management Template - Agenda Project Meeting]]
* [[Project Management Template - Project Meeting Minutes]]
== IT Process Wiki (English version) - Popular Pages ==
* [[PopularPages - Backup 2016-05-09]]

Latest revision as of 17:13, 10 January 2024

Main Page

ITIL Versions

ITIL Processes

ITIL Processes according to ITIL V3 (2007/ 2011)

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

ITIL Processes according to ITIL Version 2 (ITIL V2)

Service Support
Service Delivery

ITIL Functions

ITIL Implementation

ITIL Implementation in 10 Steps

ITIL Process Templates as a Way to Save Effort

More on ITIL Implementation Projects

ISO 20000

ITIL Checklists

ITIL Checklists (ITIL V3 2011 Edition)

More ITIL Checklists

ITIL Glossary

1 ... 9
A B C D E F G H I J K L M
N O P Q R S T U V W X Y Z

ITIL Roles

ITIL Roles (ITIL V3 2011)

ITIL Roles (ITIL V2)

ITIL KPIs

ITIL KPIs (ITIL Disciplines)

ITIL KPIs (ITIL Processes)

ITIL Wiki News

Familiarise Yourself with ITIL

Process Management

Project Management

Project Management - Templates, Checklists and Tips

Checklists

Templates

IT Process Wiki (English version) - Popular Pages

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