Sitemap: Difference between revisions

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


== [[About ITIL|What is ITIL?]] ==
=== ITIL Reference Information ===
 
=== [[Comparison between ITIL V3 and ITIL V2 - The Main Changes]] ===
 
== [[ITIL Processes]] ==
==== [[ITIL Processes|ITIL Processes according to ITIL Version 3 (ITIL V3)]] ====


=== Familiarise Yourself with ITIL ===
===== [[ITIL V3 Service Strategy]] =====
*[[History of ITIL]]
* [[Service Portfolio Management|Service Portfolio Management (ITIL V3)]]
*[[Basic Ideas behind ITIL]]
* [[Financial Management|Financial Management (ITIL V3)]]
*[[ITIL Process Chains]]


=== ITIL Reference Information ===
===== [[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]]


==== [[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 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 Version 3]] ====
===== [[ITIL V3 Service Operation]] =====
* [[Event Management]]
* [[Incident Management]]
* [[Request Fulfilment]]
* [[Access Management]]
* [[Problem Management]]
* [[IT Operations Management]]
* [[IT Facilities Management]]


==== [[ITIL Processes|ITIL Processes according to ITIL Version 3 (ITIL V3)]] ====
===== [[ITIL V3 CSI - Continual Service Improvement]] =====
*[[ITIL_Processes#Service Strategy|Service Strategy]]
* [[Service Evaluation]]
*[[ITIL_V3 Service Design|Service Design]]
* [[Process Evaluation]]
** [[Service Catalogue Management|ITIL Process Overview: Service Catalogue Management (ITIL V3)]]
* [[Definition of Improvement Initiatives]]
** [[Service Level Management|ITIL Process Overview: Service Level Management (ITIL V3)]]
* [[CSI Monitoring]]
** [[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 Processes|ITIL Processes according to ITIL Version 2 (ITIL V2)]] ====
** [[Change Management|ITIL Process Overview: Change Management (ITIL V3)]]
===== [[Service Support]] =====
** [[Project Management - Transition Planning and Support|ITIL Process Overview: Project Management/ Transition Planning and Support (ITIL V3)]]
*[[Service Desk and Incident Management]]
** [[Release and Deployment Management|ITIL Process Overview: Release and Deployment Management (ITIL V3)]]
*[[Problem Management - ITIL V2]]
** [[Service Validation and Testing|ITIL Process Overview: Service Validation and Testing (ITIL V3)]]
*[[Change Management - ITIL V2]]
**[[Application Development and Customization|ITIL Process Overview: Application Development and Customization (ITIL V3)]]
*[[Release Management]]
**[[Service Asset and Configuration Management|ITIL Process Overview: Service Asset and Configuration Management (ITIL V3)]]
*[[Configuration Management]]
**[[Knowledge Management|ITIL Process Overview: Knowledge Management (ITIL V3)]]


*[[ITIL V3 Service Operation|Service Operation]]
===== [[Service Delivery]] =====
** [[Event Management|ITIL Process Overview: Event Management (ITIL V3)]]
*[[Service Level Management - ITIL V2]]
** [[Incident Management|ITIL Process Overview: Incident Management (ITIL V3)]]
*[[Availability Management - ITIL V2]]
** [[Request Fulfilment|ITIL Process Overview: Request Fulfilment (ITIL V3)]]
*[[Capacity Management - ITIL V2]]
** [[Access Management|ITIL Process Overview: Access Management (ITIL V3)]]
*[[IT Service Continuity Management - ITIL V2]]
** [[Problem Management|ITIL Process Overview: Problem Management (ITIL V3)]]
*[[Financial Management for IT Services]]
** [[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 Implementation]] ==


=== ITIL Implementation in 10 Steps ===
* [[ITIL Implementation - Project Preparation|ITIL Implementation: Step 1]]
* [[ITIL Implementation - IT Service Structure|ITIL Implementation: Step 2]]
* [[ITIL Implementation - ITIL Roles|ITIL Implementation: Step 3]]
* [[ITIL Implementation - ITIL Assessment|ITIL Implementation: Step 4]]
* [[ITIL Implementation - Process Structure|ITIL Implementation: Step 5]]
* [[ITIL Implementation - Process Interfaces|ITIL Implementation: Step 6]]
* [[ITIL Implementation - Process Controlling|ITIL Implementation: Step 7]]
* [[ITIL Implementation - Process Design|ITIL Implementation: Step 8]]
* [[ITIL Implementation - Implementation|ITIL Implementation: Step 9]]
* [[ITIL Implementation - Training|ITIL Implementation: Step 10]]


==== [[ITIL Processes|ITIL Processes according to ITIL Version 2 (ITIL V2)]] ====
=== ITIL Process Templates as a Way to Save Effort ===
*[[Availability Management - ITIL V2|ITIL Process Overview: Availability Management]]
* [[ITIL Implementation with Process Templates]]
*[[Capacity Management - ITIL V2|ITIL Process Overview: Capacity Management]]
* [[Switching from ITIL V2 to ITIL V3]]
*[[Change Management - ITIL V2|ITIL Process Overview: Change Management]]
 
*[[Configuration Management|ITIL Process Overview: Configuration Management]]
=== More on ITIL Implementation Projects ===
*[[Financial Management for IT Services|ITIL Process Overview: Financial Management for IT Services]]
*[[ITIL for Small and Medium-Sized Businesses]]
*[[IT Service Continuity Management - ITIL V2|ITIL Process Overview: IT Service Continuity Management]]
*[[ITIL Introduction in Stages]]
*[[Problem Management - ITIL V2|ITIL Process Overview: Problem Management]]
*[[ITIL Implementation - Key Factors]]
*[[Release Management|ITIL Process Overview: Release Management]]
 
*[[ITIL Processes|ITIL Process Overview: Service Delivery]]
== [[ITIL-Checklists|ITIL Checklists]] ==
*[[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) ====
*[[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 Checklists]] ====
==== More ITIL Checklists ====
*[[Checklist Availability Improvement Plan]]
*[[Checklist Availability Improvement Plan]]
*[[Checklist Availability Report]]
*[[Checklist Availability Report]]
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*[[Checklist Incident Escalation]]
*[[Checklist Incident Escalation]]
*[[Checklist Incident Priority]]
*[[Checklist Incident Priority]]
*[[Checklist Incident Record]]
*[[Checklist Incident Record - ITIL V2]]
*[[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]]
*[[Checklist Problem Record - ITIL V2]]
*[[Checklist Problem Report]]
*[[Checklist Problem Report]]
*[[Checklist Protocol SLA Review]]
*[[Checklist Protocol SLA Review]]
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*[[Checklist Underpinning Contract (UC)]]
*[[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 Roles ==
* [[ITIL KPIs Service Transition|ITIL V3 Key Performance Indicators Service Transition]]
=== [[Roles within ITIL V3|ITIL Roles (ITIL V3)]] ===
* [[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]] ====
=== [[Roles within ITIL|ITIL Roles (ITIL V2)]] ===


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


== [[ISO 20000|ISO 20000 Certification and ITIL V3]] ==
==== ITIL KPIs (ITIL Processes) ====
*[[KPIs Availability Management]]
*[[KPIs Capacity Management]]
*[[KPIs Change Management]]
*[[KPIs Configuration Management|KPIs Service Asset and Configuration Management]]
*[[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 Evaluation]]
*[[KPIs Service Level Management]]
*[[KPIs Service Portfolio Management]]
*[[KPIs Service Validation and Testing]]
*[[KPIs Supplier Management]]


== [[ITIL Implementation]] ==
== [[ISO 20000]] ==


=== On ITIL Implementation Projects ===
== [[About ITIL|What is ITIL?]] ==


*[[ITIL for Small and Medium-Sized Businesses]]
=== Familiarise Yourself with ITIL ===
*[[ITIL Introduction in Stages]]
*[[History of ITIL]]
*[[ITIL Implementation - Key Factors|Key Factors for ITIL Implementations]]
*[[Basic Ideas behind ITIL]]
*[[ITIL Implementation with Process Templates|Process Templates as a Way to Save Effort]]
*[[ITIL Process Chains]]


=== ITIL Implementation in 10 Steps ===
=== [[Additional Information on ITIL]] ===
*[[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]] ==
== [[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]]
== ITIL Images (high resolution) ==
==== ITIL V3 Process Overviews ====
<gallery caption="ITIL Service Lifecycle">
Image:Itil-processes.jpg|ITIL Processes
</gallery>
<gallery caption="ITIL Service Strategy - Processes">
Image:Itil-service-strategy.jpg|ITIL Service Strategy
Image:Service-portfolio-management.jpg|Service Portfolio Management
Image:Itil-financial-management.jpg|ITIL Financial Management
</gallery>
<gallery caption="ITIL Service Design - Processes">
Image:Itil-service-design.jpg|ITIL Service Design
Image:Service-catalogue-management.jpg|Service Catalogue Management
Image:Service-level-management.jpg|ITIL Service Level Management
Image:Itil-risk-management.jpg|ITIL Risk Management
Image:Capacity-management.jpg|ITIL Capacity Management
Image:Availability-management.jpg|ITIL Availability Management
Image:It-service-continuity-management.jpg|IT Service Continuity Management
Image:Itil-security-management.jpg|ITIL IT Security Management
Image:Itil-compliance-management.jpg|ITIL Compliance Management
Image:It-architecture-management.jpg|IT Architecture Management
Image:Itil-supplier-management.jpg|ITIL Supplier Management
</gallery>
<gallery caption="ITIL Service Transition - Processes">
Image:Service-transition.jpg|Service Transition
Image:Itil-change-management.jpg|ITIL Change Management
Image:Itil-project-management.jpg|ITIL Project Management (Transition Planning and Support)
Image:Release-and-deployment-management.jpg|Release and Deployment Management
Image:Itil-service-validation.jpg|Service Validation and Testing
Image:Itil-application-development.jpg|Application Development and Customization
Image:Service-asset-and-configuration-management.jpg|Service Asset and Configuration Management
Image:Itil-knowledge-management.jpg|ITIL Knowledge Management
</gallery>
<gallery caption="ITIL Service Operation - Processes">
Image:Service-operation.jpg|Service Operation
Image:Itil-event-management.jpg|ITIL Event Management
Image:Itil-incident-management.jpg|ITIL Incident Management
Image:Request-fulfilment.jpg|ITIL Request Fulfilment Management
Image:Itil-access-management.jpg|ITIL Access Management
Image:Itil-problem-management.jpg|ITIL Problem Management
Image:It-operations-management.jpg|IT Operations Management
Image:It-facilities-management.jpg|IT Facilities Management
</gallery>
<gallery caption="ITIL Continual Service Improvement - Processes">
Image:Itil-csi.jpg|Continual Service Improvement - ITIL CSI
Image:Itil-service-evaluation.jpg|ITIL Service Evaluation
Image:Itil-process-evaluation.jpg|ITIL Process Evaluation
Image:Itil-definition-csi-initiatives.jpg|ITIL Definition of CSI Initiatives
Image:Itil-csi-monitoring.jpg|ITIL CSI Monitoring
</gallery>
==== ITIL V2 Process Overviews ====
<gallery caption="ITIL V2 - Processes">
Image:Processes-itil-v2.jpg|Processes ITIL V2
</gallery>
<i><small>[[Main Page|Home]] > [[Sitemap]]</small></i>

Revision as of 20:00, 3 July 2011

Main Page

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
ITIL V3 Service Design
ITIL V3 Service Transition
ITIL V3 Service Operation
ITIL V3 CSI - Continual Service Improvement

ITIL Processes according to ITIL Version 2 (ITIL V2)

Service Support
Service Delivery

ITIL Implementation

ITIL Implementation in 10 Steps

ITIL Process Templates as a Way to Save Effort

More on ITIL Implementation Projects

ITIL Checklists

ITIL Checklists (ITIL V3)

More ITIL Checklists

ITIL Glossary

ITIL Roles

ITIL Roles (ITIL V3)

ITIL Roles (ITIL V2)

ITIL KPIs

ITIL KPIs (ITIL Disciplines)

ITIL KPIs (ITIL Processes)

ISO 20000

What is ITIL?

Familiarise Yourself with ITIL

Additional Information on ITIL

Process Management

Project Management

Project Management - Templates, Checklists and Tips

Checklists

Templates

ITIL Images (high resolution)

ITIL V3 Process Overviews

  • ITIL Service Lifecycle
  • ITIL Processes

    ITIL Processes


  • ITIL Service Strategy - Processes
  • ITIL Service Strategy

    ITIL Service Strategy

  • Service Portfolio Management

    Service Portfolio Management

  • ITIL Financial Management

    ITIL Financial Management


  • ITIL Service Design - Processes
  • ITIL Service Design

    ITIL Service Design

  • Service Catalogue Management

    Service Catalogue Management

  • ITIL Service Level Management

    ITIL Service Level Management

  • ITIL Risk Management

    ITIL Risk Management

  • ITIL Capacity Management

    ITIL Capacity Management

  • ITIL Availability Management

    ITIL Availability Management

  • IT Service Continuity Management

    IT Service Continuity Management

  • ITIL IT Security Management

    ITIL IT Security Management

  • ITIL Compliance Management

    ITIL Compliance Management

  • IT Architecture Management

    IT Architecture Management

  • ITIL Supplier Management

    ITIL Supplier Management


  • ITIL Service Transition - Processes
  • Service Transition

    Service Transition

  • ITIL Change Management

    ITIL Change Management

  • ITIL Project Management (Transition Planning and Support)

    ITIL Project Management (Transition Planning and Support)

  • Release and Deployment Management

    Release and Deployment Management

  • Service Validation and Testing

    Service Validation and Testing

  • Application Development and Customization

    Application Development and Customization

  • Service Asset and Configuration Management

    Service Asset and Configuration Management

  • ITIL Knowledge Management

    ITIL Knowledge Management



  • ITIL Continual Service Improvement - Processes
  • Continual Service Improvement - ITIL CSI

    Continual Service Improvement - ITIL CSI

  • ITIL Service Evaluation

    ITIL Service Evaluation

  • ITIL Process Evaluation

    ITIL Process Evaluation

  • ITIL Definition of CSI Initiatives

    ITIL Definition of CSI Initiatives

  • ITIL CSI Monitoring

    ITIL CSI Monitoring


ITIL V2 Process Overviews

  • ITIL V2 - Processes
  • Processes ITIL V2

    Processes ITIL V2


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