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Virtual - ITIL FO2011Addition Thapak Feb 13

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Virtual - ITIL FO2011Addition Thapak Feb 13
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  For internal use only Virtual Training Jagannath Moorthy ITIL Foundation  –  2011 addition overview  | ITIL Foundation Course: Virtual Training Session Flow Introduction to the Service Lifecycle and ITIL Concepts Service Strategy Sample Questions Service Design Sample Questions Service Transition Sample Questions Service Operations Sample Questions CSI Sample Questions About the Exam NOTE The contents are a representation from various sources and not courseware to @ITIL Foundation. Apologies  –  I do not have authority to share this deck. Any queries can be raised during the session or later 2   ITIL Foundation  –  2011 addition overview  | ITIL Foundation Course: Virtual Training ITIL Service Lifecycle ITIL  –  Information Technology and Infrastructure Library Best practice for IT Service Management These practices come from a number of sources including:  Standards  Public frameworks  Academic research  Proprietary knowledge The core of ITIL® is structured around a Service Lifecycle which consists of the five iterative phases shown in the illustration ITIL is used by organizations world-wide to establish and improve capabilities in service management 3 Service Strategy Strategies, Policies, Standards Service Design Plans to create/modify services Service Transition Manage the transition of new/changed services into production Service Operation Day to day operations of the services Continual Service Improvement Activities to improve services in any phase of the lifecycle Business Value Realization   ITIL Foundation  –  2011 addition overview  | ITIL Foundation Course: Virtual Training ITIL Core Concepts 4 SERVICE Services are a means of delivering value to customers without requiring the customer to own specific costs and risks. SERVICE MANAGEMENT Service Management is a set of specialized capabilities for delivering value to customers in the form of services. The capabilities take the form of  functions, processes and roles that are used to manage services over their lifecycle. ITIL® is a framework for IT Service Management.   SERVICE PROVIDER Service Provider  –  An organization supplying services to one or more internal customers or external customers RISK MANAGEMENT AND ANALYSIS Risk is defined as uncertainty of outcome i.e. something that may happen There are two distinct phases   Risk Analysis   Risk Management GOVERNANCE Corporate Governance  –   “It is about promoting corporate fairness, transparency and accountability” {Sarbanes Oxley Act 2002} IT Governance  –   “IT governance is the responsibility of the board and executive management. COMPLIANCE Compliance ensures that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed. ITIL Foundation  –  2011 addition overview
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