ITIL v3 (ITIL version 3) ITIL v2 (ITIL version 2) and ISO20000 portal from ITILnews

What is Knowledge Management from an ITIL perspective?

The primary role of Knowledge Management is to improve the quality of decision making by ensuring that accurate, reliable and trustworthy information is available throughout the Service Lifecycle. In order to achieve this, effective sharing of knowledge in most scenarios requires the development and ongoing…

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414 words, last edited in the afternoon of 10th May 2010

This article is from Service Transition - Knowledge Management and has been viewed 83060 times.

Tags: Knowledge Management,ITIL perspective,Service Lifecycle,Configuration Management System,Configuration Management Database,Service Knowledge Management System,SKMS

What is Service Validation and Testing from an ITIL perspective?

Service Validation and Testing defines the testing of services during the Service Transition phase. This will ensure that new or changed services are fit for purpose (this is known as utility) and fit for use (this is known as warranty). Service Validation and Testing's goal…

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292 words, last edited in the afternoon of 10th May 2010

This article is from Service Transition - Service Validation & Testing and has been viewed 53047 times.

Tags: Service Validation & Testing,ITIL perspective,Service Transition

What is Transition Planning & Support from an ITIL perspective?

Transition planning and support defines the planning and coordination of resources in order to deliver the specification of the Service Design. Risks and issues are managed effectively through this process. There are a number of activities for Transition Planning, these include: Set…

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182 words, last edited in the afternoon of 10th May 2010

This article is from Service Transition - Transition Planning & Support and has been viewed 28629 times.

Tags: Transition Planning & Support,ITIL perspective,Service Design,Transition Planning

What is Demand Management from an ITIL perspective?

Demand Management plays a key role in Service Management. It aligns supply with demand and tries to forecast the 'sale' of products as closely as possible. Service Operation is impossible if there is no demand for products or services as there will be nothing to…

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324 words, last edited in the afternoon of 10th May 2010

This article is from Service Strategy - Demand Management and has been viewed 63139 times.

Tags: Demand Management,Service Management,Service Operation,Patterns of Business Activity,PBA,Service Packages,Service Level Package,Core Service Package,Line of Service,Core Services

What is Service Portfolio Management from an ITIL perspective?

A Service Portfolio describes the services of a provider (internal, outsourced etc) in terms of value to the business. It is an ever changing method used to manage investments in Service Management across the organization, in terms of financial values. Service Portfolio Management (SPM) enables…

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338 words, last edited in the afternoon of 10th May 2010

This article is from Service Strategy - Service Portfolio Management and has been viewed 56726 times.

Tags: Service Portfolio Management,ITIL perspective,Service Portfolio,Service Management,SPM,Service Catalogue

What is the 7 Step Improvement process from an ITIL perspective?

The Continual Service Improvement (CSI) process or 7 Step Improvement process explains how to measure and report on service improvement. There are close links between this process and the Plan, Do, Check, Act cycle which should feed into the Service Improvement Plan or SIP. It…

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277 words, last edited in the afternoon of 10th May 2010

This article is from Continual Service Improvement - 7-Step Improvement Process and has been viewed 109572 times.

Tags: 7 Step Improvement process,ITIL perspective,Continual Service Improvement,Service Improvement Plan,Knowledge Management

What is Service Measurement from an ITIL perspective?

The Service Measurement process has very close and obvious links to the Service Reporting process. Base lining is vital in ensuring that the reports produced are meaningful to those who receive and that they provide value. Without a base line there is no solid foundation upon…

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355 words, last edited in the afternoon of 10th May 2010

This article is from Continual Service Improvement - Service Measurement and has been viewed 30830 times.

Tags: Service Measurement,ITIL perspective,Service Reporting,Base lining,monitoring and measuring

What is Service Reporting from an ITIL perspective?

The Service Reporting process reports on the results achieved both operationally and strategically. It also reports on any developments related to Service Level Agreements such as hitting various targets, like availability. Its purpose is to provide information to both IT and the business in order…

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312 words, last edited in the afternoon of 10th May 2010

This article is from Continual Service Improvement - Service Reporting and has been viewed 66828 times.

Tags: Service Reporting,ITIL v3,ITIL perspective,Service Level Agreements,reporting framework policy,Service Design

What is Supplier Management from an ITIL perspective?

Supplier Management plays a key role in Service Management. It manages Suppliers, typically third party, although some can be internal suppliers, and services they provide to the client. The aim is to ensure quality, consistency and value for money, in other words, at the right price. …

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481 words, last edited in the afternoon of 10th May 2010

This article is from Service Design - Supplier Management and has been viewed 62189 times.

Tags: Supplier Management,ITIL perspective,Service Management,third party,internal suppliers,Supplier Strategy,Service Strategy,Supplier and Contract Database,Configuration Management System

What is Information Security Management from an ITIL perspective?

Information Security Management in this digital age plays a key role in Service Management. It must align itself with IT Security and Business Security in order to ensure that information security across the organisation is controlled and managed. The Information Security Management process includes: …

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354 words, last edited in the afternoon of 10th May 2010

This article is from Service Design - Information Security Management and has been viewed 27978 times.

Tags: Information Security Management,ITIL perspective,Service Management,IT Security,Business Security,Information Security Management System,ISMS,ISO 27001

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