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    Presentations on Classical ITIL
    Presentations on Classical ITIL
    Presentations on Classical ITIL
    Ebook143 pages55 minutes

    Presentations on Classical ITIL

    By Robert Perrine

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    About this ebook

    This ebook contains a series of presentations regarding Version 2 of the Information Technology Infrastructure Library (ITIL) standard. It includes quizzes on ITIL, a synopsis of each topic and graphical images useful as memory aides.

    This ebook is based on an older, simpler version of ITIL. This is a good place to start your studies as the scope is smaller and the focus is on the disciplines that most organizations typically need.

    LanguageEnglish
    PublisherRobert Perrine
    Release dateAug 30, 2010
    ISBN9781452360911
    Presentations on Classical ITIL
    Author

    Robert Perrine

    Robert is a wayfarer on this journey through life. He was born in Pennsylvania and now resides in California. During his career he has been a civil engineer, computer programmer, professor and a project manager. Throughout this journey Robert has tried to fit all the pieces together into a holistic framework. His goal now is to describe an integrated model of psychology that he found by delving deeply into a study of project management.

    Read more from Robert Perrine

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      Book preview

      Presentations on Classical ITIL - Robert Perrine

      Presentations on Classical ITIL

      By Robert E. Perrine.

      Smashwords Edition.

      Copyright 2010 Robert E. Perrine.

      Copyright

      Copyright held by Robert Perrine and Marlene Weldon, Long Beach, California. You may not copy or distribute this document without advanced written permission from the document authors. Contact Robert E. Perrine at http://www.robertperrine.biz.

      This ebook is licensed for your personal enjoyment only. This ebook may not be re-sold or given away to other people. If you would like to share this book with another person, please purchase an additional copy for each person. If you are reading this book and did not purchase it, or it was not purchased for your use, then please return to Smashwords.com and purchase your own copy. Thank you for respecting the hard work of this author.

      Acknowledgements

      I want to thank all of the friends I have worked with over the years who helped me learn about project management and about people. Special thanks go to Brian, Franklyn, Lesley, Tom and Travis for their support and encouragement while I was working on this book.

      Disclaimer

      The purpose for this ebook is education. This ebook is a collection of notes, handouts and presentations that Robert Perrine has used when teaching about Version 2 of the Information Technology Infrastructure Library (ITIL). The purpose for this ebook is to share information. No warranty is made or implied as to the suitability of the description contained in this ebook. It has been helpful to me. I hope it is helpful to you.

      Also note that the format of a PowerPoint presentation is somewhat inconsistent with the ideal format for an ebook. I did some trivial testing with the Mobi reader on my laptop and on my Blackberry – and I felt the results were tolerable. If you have input regarding this, then send me an email and I will discuss it with you. I am always looking for better ways to spread the message. I can only do so many live presentations. I found significant limitations in what I could do when I posted this material onto my web site. I hope this ebook is an effective way to distribute this material. Let me know what you think.

      Table of Contents

      Topic 1: Introduction

      Topic 2: Change Management

      Topic 3: Service Desk

      Topic 4: Incident Management

      Topic 5: Problem Management

      Topic 6: Configuration Management

      Topic 7: Service Level Management

      Topic 8: Availability Management

      Topic 9: Release Management

      Topic 10: Capacity Management

      Topic 11: IT Service Continuity Management

      Topic 12: IT Financial Management

      Topic 13: ITIL as a Way of Life

      Topic 14: Memory Aides

      Topic 15: Service Management

      Topic 1: Introduction

      If you work in Information Technology (IT), then you probably already know a lot about ITIL, without even knowing that you know it. The Information Technology Infrastructure Library (ITIL) is the concepts good companies use, packaged nicely, and then turned into a standard.

      This ebook is focused on Version 2 – the classic ITIL – the one in most common usage. These concepts carry over into Version 3. And then Version 3 adds more. Personally, I have never found a company made full use of Version 2. I have helped companies do a lot with Version 2 – but never do all that could be done. And thus, I am reluctant to add even more complexity on top of this. Therefore, this ebook continues to describe the Classical ITIL.

      .

      .

      ITIL is documented in a series of books published by the British Office of Government Commerce (OGC). Additional guides and teaching materials are available online. This series of presentations is focused on two of the Version 2 books: Best Practices Guide to Service Delivery and the Best Practices Guide to Service Support.

      --

      Most IT organizations already do nearly all of the Service Support processes.

      Incident Management is typically oriented around a ticketing system.

      Problem Management is what is done to resolve recurring problems.

      Configuration Management is how you keep track of what is where.

      Change Management is how you authorize changes.

      And Release Management is a way of bundling changes into packages.

      --

      You probably already do most of this, even if you did not know it had a name.

      Service Delivery is also used in nearly every IT shop, but it is typically informal.

      Service Level Management

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