information technology infrastructure library (itil ... · pdf fileinformation technology...
TRANSCRIPT
![Page 1: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/1.jpg)
Mountainview Copyright 2007-2009
Version 3.4ITIL® is a trademark of the OGC
Service OperationIncidentEvent
Request FulfillmentProblem
7 Step Improvement MethodPDCA
CSI Model
Service Desk
Technical ManagementApplication Management
IT Operations Management
Service Transition
Service DesignService Level
Service CatalogAvailability
Information SecuritySupplierCapacity
IT Service Continuity
ChangeService Asset & Configuration
Release & DeploymentTransition Planning & SupportService Validation & Testing
Service EvaluationKnowledge
Service PortfolioDemandFinancial
Define the MarketDevelop the Offering
Develop Strategic AssetsPrepare for Execution
Service StrategyService Generation
Func
tions
Continual Service Improvement
Access
1
Information Technology Infrastructure Library (ITIL)
Version 3 Process Quick Reference
www.mountainview.ca
ITIL – ISO20000 – ISO27000
Accredited Courseware Provider
Accredited Training Provider
ITSM Consultancy
![Page 2: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/2.jpg)
![Page 3: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/3.jpg)
![Page 4: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/4.jpg)
![Page 5: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/5.jpg)
![Page 6: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/6.jpg)
![Page 7: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/7.jpg)
![Page 8: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/8.jpg)
![Page 9: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/9.jpg)
![Page 10: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/10.jpg)
![Page 11: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/11.jpg)
![Page 12: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/12.jpg)
![Page 13: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/13.jpg)
![Page 14: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/14.jpg)
![Page 15: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/15.jpg)
![Page 16: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/16.jpg)
![Page 17: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/17.jpg)
![Page 18: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/18.jpg)
![Page 19: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/19.jpg)
![Page 20: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/20.jpg)
![Page 21: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/21.jpg)
![Page 22: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/22.jpg)
![Page 23: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/23.jpg)
![Page 24: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/24.jpg)
![Page 25: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/25.jpg)
![Page 26: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/26.jpg)
![Page 27: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/27.jpg)
![Page 28: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/28.jpg)
![Page 29: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/29.jpg)
![Page 30: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/30.jpg)
![Page 31: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/31.jpg)
![Page 32: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/32.jpg)
![Page 33: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/33.jpg)
![Page 34: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/34.jpg)
![Page 35: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/35.jpg)
![Page 36: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/36.jpg)
![Page 37: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/37.jpg)
![Page 38: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/38.jpg)
![Page 39: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/39.jpg)
![Page 40: Information Technology Infrastructure Library (ITIL ... · PDF fileInformation Technology Infrastructure Library (ITIL) Version 3 Process Quick Reference. itsm@ . ITIL – ISO20000](https://reader033.vdocument.in/reader033/viewer/2022050813/5a76b16e7f8b9a4b538d6d6a/html5/thumbnails/40.jpg)