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Itil Service Level Mgmnt

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Sharbani Bhattacharya
Sharbani Bhattacharya

The document summarizes key aspects of ITIL (Information Technology Infrastructure Library), a framework of best practices for IT service management. It describes what ITIL is, how it is organized into various disciplines, and provides an overview of the service level management process in ITIL for managing and maintaining quality of IT services delivered to customers. Specifically, it outlines the objectives, activities, types of agreements, and five stages of the service level management process in ITIL.

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ITIL- Faculty Development Program conducted at GCET By Sharbani Bhattacharya 22 FEB’2008
IT INFRASTRUCTURE MANAGEMENT-SERVICE LEVEL MANAGEMENT ,[object Object],[object Object],[object Object]
Business Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TIL Defined ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ITIL Defined ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],ITIL ® is a registered trademark of the OGC (the UK Government's Office of Government Commerce) Service Support Service Delivery ICT Infrastructure Management Application Management Security Management Planning to Implement Service Management ITIL Software Asset Management ITIL
Service Delivery ,[object Object],[object Object],[object Object],[object Object],[object Object]
Service Support ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],What is ITIL ?
The ITIL Publications Framework Source: OGC The Business The Technology Planning to Implement Service Management IT Service Management The Business Perspective ICT Infrastructure Management (Information & Communication Technology) Applications Management Service Support Service Delivery Security Management
The ITIL disciplines are organized as ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The ITIL disciplines are organized as ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ITIL Challenges
ITIL – Process approach
Service Level Management ,[object Object]
The objective of the Service Level Management process ,[object Object]
To achieve ITIL objectives ,[object Object],[object Object],[object Object],[object Object]
Three types of agreements with customers ,[object Object],[object Object],[object Object]
Service level agreement one can expect to see ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Service Level Management activities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Service Level Management process involves the following five stages: ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object]
The five core components of Service Level Management ,[object Object],[object Object],[object Object],[object Object],[object Object]
Service Strategy ,[object Object]
[object Object],[object Object]
Service Design ,[object Object]
[object Object],[object Object],[object Object],[object Object]
Service Transition ,[object Object]
[object Object],[object Object],[object Object],[object Object]
Service Operation ,[object Object]
[object Object],[object Object],[object Object],[object Object]
Continual Service Improvement ,[object Object]
[object Object],[object Object],[object Object]
References ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
VOTE OF THANKS TO ALL

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Itil Service Level Mgmnt

  • 1. ITIL- Faculty Development Program conducted at GCET By Sharbani Bhattacharya 22 FEB’2008
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  • 9. The ITIL Publications Framework Source: OGC The Business The Technology Planning to Implement Service Management IT Service Management The Business Perspective ICT Infrastructure Management (Information & Communication Technology) Applications Management Service Support Service Delivery Security Management
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  • 36. VOTE OF THANKS TO ALL